Senior ServiceNow Functional Consultant - NSW / VIC / QLD / ACT

Atturra is seeking an experienced Senior ServiceNow Functional Consultant (must have minimum baseline clearance) to join our growing ServiceNow practice. This role plays a critical part in bridging business needs and ServiceNow platform capability, ensuring solutions are well‑designed, user‑focused and aligned to customer outcomes.

Key Responsibilities

• Lead business analysis activities including discovery workshops, stakeholder interviews and requirements documentation.
• Translate business requirements into clear functional designs aligned with ServiceNow best practices and product capabilities.
• Configure ServiceNow applications including workflows and flows, forms, fields, UI policies, notifications, SLAs and related platform features.
• Act as the functional subject matter expert within delivery teams, providing guidance on process design and platform configuration.
• Collaborate closely with technical developers to ensure functional designs are implemented accurately and efficiently.
• Support backlog refinement, sprint planning and acceptance criteria definition within Agile delivery teams.
• Participate in Agile ceremonies including daily stand‑ups, sprint reviews and retrospectives.
• Ensure solutions are scalable, maintainable and aligned with the ServiceNow product roadmap.
• Maintain a strong customer‑centric mindset, ensuring solutions deliver measurable business value and positive user experience.
• Clearly articulate functional decisions, impacts and benefits to both technical and non‑technical stakeholders.

Working Conditions

• Employment Type – Permanent or Contract (candidates that can start soon preferred)
• Office Location – Canberra, Melbourne, Sydney, Brisbane
• Must have baseline clearance minimum

Qualifications

• ServiceNow Domain Experience:
  • IT Service Management (ITSM)
  • CRM (formerly Customer Service Management – CSM)
  • Enterprise Business Suite (EBS)
  • Strategic Portfolio Management (SPM)
  • Field Service Management (FSM)
  • Public Sector Digital Services (PSDS)
• ServiceNow Functional Experience: 5+ years of hands‑on experience implementing and configuring ServiceNow solutions in a functional or consulting capacity.
• Business Analysis Expertise: Strong experience eliciting, documenting and validating business and functional requirements.
• Platform Configuration Skills: Deep knowledge of ServiceNow configuration including workflows/Flow Designer, forms, UI policies, notifications and data relationships.
• Process‑Led Thinking: Solid understanding of ITIL‑aligned and enterprise business processes and how they are implemented within ServiceNow.
• Stakeholder Engagement: Proven ability to work directly with customers, facilitate workshops and manage expectations effectively.
• Agile Delivery: Comfortable working in Agile environments and collaborating within cross‑functional delivery teams.
• Problem Solving: Pragmatic, outcome‑focused approach to designing solutions that balance business needs with platform capability.

Preferred Certifications

• ServiceNow Certified Business Analyst
• ServiceNow Certified Implementation Specialist (ITSM, CRM, HRSD, SPM, FSM or PSDS)
• ServiceNow Micro‑Certification – Flow Designer
• ITIL 4 Foundation

Benefits

• Employee benefits, recognition, and wellbeing platform
• Career growth via succession planning, internal promotions, and mentorship opportunities
• Ongoing investment in professional development through industry and technology certifications, and study assistance
• Mental health support through our Employee Assistance Program
• Support for family and caring responsibilities, including paid parental leave
• Employee referral program, with monetary incentives offered

Commitment to Diversity, Equity, and Inclusion: Atturra is committed to addressing the digital skills gap and championing diversity, equity, and inclusion. We welcome applications from individuals of all backgrounds — including Veterans, Aboriginal and Torres Strait Islander people, people with disability, members of the LGBTQI+ community, culturally diverse individuals, and other underrepresented groups.

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