We are seeking an experienced ServiceNow Consultant / Business Analyst to support a university environment in developing a business case for the implementation of ServiceNow. This role will focus on assessing how ServiceNow can enable and improve academic and administrative services, while shaping a clear future-state roadmap.

About the Role

In this engagement, you will work closely with academic, professional services, and IT stakeholders to understand current processes, identify gaps, and design ServiceNow-enabled solutions. Your work will directly contribute to the preparation of an investment-ready business case, including benefits realisation and implementation planning.

Key Responsibilities

• Assess how ServiceNow can support academic and administrative processes across the university
• Lead requirements gathering and stakeholder workshops across diverse user groups
• Map current-state and future-state processes and perform gap analysis
• Design and document ServiceNow workflows, forms, automation, and integrations
• Advise on out-of-the-box ServiceNow capabilities versus custom development needs
• Translate business pain points into practical ServiceNow solutions
• Identify and quantify benefits including efficiency gains, risk reduction, compliance uplift, and user experience improvements
• Contribute to business case development, including investment justification and benefits modelling
• Support development of high-level implementation roadmaps, timelines, and risk mitigation strategies

Skills & Experience Required

• Strong hands-on experience with the ServiceNow platform
• Solid knowledge of ServiceNow modules such as HRSD, CSM, Workflow, and Intake / Case Management
• Proven background in business analysis and process design within complex organisations
• Experience working with academic, governance, compliance, or professional services processes (highly regarded)
• Ability to engage and influence senior academic, administrative, and IT stakeholders
• Experience supporting organisational change initiatives and structured delivery approaches
• Demonstrated ability to prepare or contribute to investment-grade business cases

Nice to Have

• Experience in higher education or large enterprise environments
• Familiarity with change management and benefits realisation frameworks

To apply, please reference job number #272613

To be considered for the role click the 'apply' button or for more information about this and other opportunities please contact Aditi Yadav on 02 9464 5530 or email: ayadav@paxus.com.au and quote the above job reference number.

Paxus values diversity and welcomes applications from Indigenous Australians, people from diverse cultural and linguistic backgrounds and people living with a disability. If you require an adjustment to the recruitment process, including the application form in an alternate format, please contact me on the above contact details.