ServiceNow Business Analyst

Chemist Warehouse is Australia’s largest pharmacy retailer, with 20,000+ team members and 600+ stores nationwide. Following our merger with Sigma Healthcare, we’ve become a Top 50 ASX-listed company with a growing international footprint across New Zealand, Ireland and Dubai.

Together, we’re redefining healthcare and retail through world-class distribution, cutting-edge technology, and forward-thinking people practices — and we’re just getting started.

About The Role

We’re looking for a highly motivated & experienced ServiceNow Senior Business Analyst to play a role in shaping and delivering impactful solutions across our ServiceNow platform. This role is primarily focused on Business Analysis (around 80%), with an opportunity to also step into Scrum Master responsibilities (around 20%), supporting Agile delivery and team effectiveness.

While acting as a steward for all changes on ServiceNow, you’ll partner closely with stakeholders across the business to understand needs, define requirements, and deliver fit-for-purpose solutions that drive real value while identifying future opportunities and enhancements. As a key contributor to the ServiceNow platform, you’ll lead business analysis activities end-to-end, ensuring alignment between business objectives and technology outcomes. You will also be responsible for project delivery on ServiceNow, managing from start to finish, taking full ownership of the project and deliverables.

Role Responsibilities

• Lead the end-to-end business analysis lifecycle, from elicitation and analysis through to documentation, validation, and delivery support
• Partner with stakeholders to translate business needs into clear requirements, user stories, process improvements, and ServiceNow solutions
• Support backlog refinement, prioritisation, and release planning to ensure alignment with business value and strategic goals
• Identify and remove roadblocks through discussion and innovative solutions
• Be the steward of the ServiceNow platform ensuring all work is aligned to standards and best practices, escalating when necessary.
• Drive effective collaboration between business stakeholders, technical teams, and offshore developers to enable successful delivery
• Provide Scrum Master support across Agile ceremonies, team coordination, and continuous improvement initiatives
• Facilitate key Scrum ceremonies, including daily stand-ups, sprint planning, sprint reviews, and retrospectives
• Remove impediments, maintain team momentum, and champion Agile best practices to continuously improve ways of working
• Coordinate with Product Owners, technical teams, and delivery partners to ensure priorities and outcomes stay aligned

About You

• Proven experience as a Senior Business Analyst in Agile environments, with the ability to lead analysis activities and deliver outcomes in complex settings
• Strong ServiceNow expertise, with hands-on experience translating business needs into effective platform solutions
• Excellent stakeholder engagement skills, with the ability to communicate and influence across all levels, including business, technical, and offshore teams
• Ability to negotiate compromises with stakeholders at all levels.
• Confident facilitator and problem solver, able to analyse issues, identify impacts, and drive practical, value-focused solutions
• Solid understanding of Agile delivery practices, tools (e.g. Jira, ServiceNow), and ways of working, with experience supporting team effectiveness
• Highly organised, with the ability to manage competing priorities, balance multiple deliverables, and maintain attention to detail in a fast-paced environment
• Collaborative mindset with a strong focus on stakeholder service, continuous improvement, and delivering quality outcome

Desirable:

• Agile/Scrum Master certification (e.g. CSM)
• ServiceNow certification
• ITIL Foundation (or higher)
• Relevant tertiary qualification in IT, Business, or related field

Benefits

• Career growth and development opportunities
• Discounts across all Chemist Warehouse Retail group brands
• Access to ongoing training and professional development
• Free flu vaccinations
• Access to EAP and support service
• Subsided café on-site