Senior Business Analyst

Coevo | Consultant Role | 6-Month Contract, 20–40 hrs/week (with potential for further work) About Coevo Coevo is a growing, founder-led consultancy with people across New Zealand and Australia. We've deliberately chosen not to become a ServiceNow partner. That independence means we work purely in our customers' interest, bridging the gap between the customer, ServiceNow, and delivery partners rather than being tied to any one of them. Customers don't always know what they don't know, and that's exactly where we add value. We put our customers at the core of everything we do, and we take genuine pride in delivering quality work to an exceptionally high standard. If you're the kind of consultant who takes ownership of an engagement and won't let it leave your hands until it's right, we want to hear from you. The Role We're seeking a reliable, senior ServiceNow Business Analyst to join our consulting team and work directly with our customers on complex ServiceNow implementations. This isn't a purely ServiceNow-in, ServiceNow-out role, we need someone with expertise in and out of the platform, equally comfortable reviewing a customer's broader business processes, workflows, and automation opportunities as they are translating those into ServiceNow-based solutions. Working closely with customer stakeholders, you'll support requirements gathering, requirements definition, process definition, capability demonstrations, and backlog management. Championing the customer's business needs to help shape robust, scalable technical solutions. This is a customer-facing role you'll be gathering requirements, shaping solutions, and being the trusted bridge between our customers' business needs and the technical delivery team. This is an initial 6-month contract engagement at 20–40 hours per week , with strong potential for further work beyond that for the right person. We're growing, and we want people who'll grow with us. What You'll Be Doing Leading requirements gathering and discovery workshops with customer stakeholders across all levels Eliciting functional and non-functional requirements through workshops, collaboration, and process review Translating business needs into clear, well-structured functional requirements, user stories, and acceptance criteria Mapping current and future-state processes, identifying opportunities to streamline and improve Collaborating with developers and architects to align on best-fit solutions, integrations, and workflows, and to ensure solutions are delivered as designed Conducting solution demonstrations, and developing and delivering training documentation to ensure customers are enabled to adopt solutions Providing expert guidance on solution capabilities, functionality, and reporting Supporting UAT, documentation, and change management activities Mentoring junior BAs and contributing to BA practice standards and templates Acting as a trusted advisor to customers throughout the engagement lifecycle Skill Set We're Looking For 7+ years' business analysis experience across complex IT projects Deep expertise in business process analysis, workflow design, and process improvement/optimisation — both with and outside of ServiceNow Strong grasp of workflow and automation principles, and a good eye for where automation will genuinely benefit the customer Primary focus on ITSM (Incident, Problem, Change, and Request Management), with working knowledge of other modules (e.g. ITOM, CSM) highly regarded Strong hands-on experience as a Business Analyst on complex, multi-module ServiceNow implementations Excellent stakeholder engagement, facilitation, and workshop-running skills Comfortable working within Agile delivery frameworks Confident, polished communication — written and verbal — at all levels, including with senior customer stakeholders Experience supporting testing, UAT, and go-live/change activities CBAP, IIBA-BABOK, or equivalent Business Analysis certification ITIL certification Bachelor's degree in Business, IT, or a related discipline (Lean/Six Sigma or process improvement qualification advantageous) Must-Have Capability Requirements These are non-negotiable for this engagement: Proven experience delivering on complex ServiceNow implementations with ITSM as the core module — not just BAU support Demonstrated senior-level experience in business process, workflow, and process improvement/optimisation , independent of any single platform Senior-level consulting experience , able to work autonomously and confidently in front of customers Relevant ServiceNow certification, with an ITSM Certified Implementation Specialist (CIS-ITSM) or CSA certification Contactable customer references demonstrating a track record of high-quality delivery — this is a condition of the role Why Coevo We're a growing consultancy that backs its people and its promises to customers in equal measure. If quality, accountability, and doing right by the customer matter to you as much as they matter to us, we'd love to talk. #J-18808-Ljbffr