Senior Business Analyst

About Coevo

Coevo is an expanding, founder-led consulting firm operating in New Zealand and Australia, maintaining impartiality by not affiliating as a ServiceNow partner. This independence ensures they prioritize clients' interests by bridging gaps between customers, ServiceNow, and delivery teams. Coevo values high-quality work and ownership in delivering solutions.

Role Overview

The company is looking for an experienced Senior Business Analyst skilled in ServiceNow to join their consulting team. This position involves working closely with clients on complex ServiceNow implementations, focusing beyond the platform to assess business processes, workflows, and automation. The role requires managing requirements gathering and backlog oversight while acting as the liaison between client business needs and technical delivery teams.

Key Responsibilities

• Lead workshops and engage stakeholders at all levels for requirement discovery.
• Gather both functional and non-functional requirements through collaboration and process evaluation.
• Convert business objectives into structured functional requirements, user stories, and acceptance criteria.
• Document current and target state workflows, identifying process improvement opportunities.
• Work closely with developers and architects to align solutions, integrations, and workflows.
• Demonstrate solutions and produce training materials to facilitate adoption.
• Advise on solution features, usability, and reporting capabilities.
• Assist in user acceptance testing, documentation, and managing change processes.
• Provide guidance and mentorship to junior business analysts and contribute to practice standards.
• Serve as a trusted client advisor throughout the project lifecycle.

Qualifications and Skills

• A minimum of 7 years in business analysis for complex IT initiatives.
• Expertise in analysing and optimising business processes and workflows, both within and outside ServiceNow.
• Strong knowledge of automation principles with an ability to identify beneficial automation opportunities.
• Extensive experience with ITSM modules (Incident, Problem, Change, Request management) and familiarity with other modules like ITOM and CSM.
• Proven track record as a Business Analyst in complex multi-module ServiceNow implementations.
• Excellent stakeholder engagement with strong facilitation and workshop skills.
• Experience working with Agile delivery methodologies.
• Effective communication skills across all organizational levels, including senior stakeholders.
• Experience supporting testing phases, UAT, and change implementation.
• Certifications such as CBAP, IIBA-BABOK, or equivalent in Business Analysis, and ITIL.
• A bachelor’s degree in Business, IT, or related fields; additional qualifications like Lean/Six Sigma are advantageous.

Essential Requirements

• Demonstrated senior-level consulting experience, leadership on complex ServiceNow ITSM implementations (not just support).
• ServiceNow certification, preferably ITSM Certified Implementation Specialist (CIS-ITSM) or CSA.
• Ability to work independently and confidently represent the consultancy in front of customers.
• References from clients verifying a history of quality delivery, mandatory for consideration.

Additional Information

The role is a contract position for an initial six months, requiring 20 to 40 hours weekly. There is a strong possibility for contract extension based on performance and business growth. The position is onsite in New Zealand, with a focus on high-quality client service and coaching junior team members.