Track Lead - Process Management, ServiceNow

Job Summary

Job Description – Analyst, Service Now Front Door & Workflow Management (Suncorp Integration)

Job Title: Analyst

Function: Technology – Workflow Management

Role Purpose: The Analyst is responsible for the ongoing management and optimisation of the Service Now “Front Door” capability, acting as the controlled entry point for Suncorp Integration requests. This role ensures end-to-end orchestration of integration workflows, from request submission through validation, approvals, execution, and closure, with embedded governance, auditability, and policy enforcement aligned to integration requirements.

Key Responsibilities

Key Accountabilities

• Configure, maintain, and continuously improve Service Now catalogue items, workflows, and integration use cases

• Own the end-to-end workflow lifecycle, including:

• Request intake via Service Now Front Door

• Validation of request criteria and data classification

• Attestation and supporting evidence capture

• Approval routing and decision tracking

• Fulfilment coordination across platforms (e.g. email, Share Point, Jira/Confluence)

• Closure and confirmation of integration outcomes

• Translate business requirements into controlled workflow designs that align with migration pathways and data handling requirements

• Ensure consistent execution of approval gates, including appropriate routing, delegation, and escalation handling

• Embed and maintain governance controls, including:

• Audit trails and traceability across all workflow stages

• Policy enforcement (e.g. data classification, exception handling)

• Segregation of duties and approval accountability

• Support the implementation and adoption of a single-entry “Front Door” model for all migration and exception requests

• Act as the first point of contact for workflow-related queries, providing guidance to requestors and stakeholders

• Collaborate across key stakeholders, including:

• Requestors and business owners

• Technology platform teams (email, Share Point, Atlassian)

• Risk, compliance, and governance stakeholders

• Support data integration enablement activities, including exception handling workflows and process improvements

• Facilitate workshops and requirement gathering sessions to refine workflow design and improve user experience

--- Experience & Qualifications

• Hands-on experience with Service Now (catalogue items, workflows, approvals, integrations)

• Understanding of workflow orchestration across multiple platforms (e.g. email, file storage, collaboration tools)

• Knowledge of integration patterns and data movement practices

• Experience working in regulated environments, with exposure to:

• Risk management frameworks

• Audit and compliance requirements

• Policy-driven workflow controls and approvals

--- Behavioural Competencies

• Strong stakeholder engagement and communication skills

• Ability to operate across business, technology, and governance domains

• Analytical thinking with strong problem-solving capability

• High attention to detail with a control and audit mindset

• Ability to balance operational delivery with continuous improvement of platform workflows

--- Reporting Line

• Initiative lead for data Integration

• Reports to: Product Owner (Operational Tooling)

Skill Requirements

1. Strong Understanding Of Itil Framework And Process Management Principles.

2. Proficiency In Servicenow (Snow) Administration And Support.

3. Familiarity With Bmc Remedy, Ca Service Desk, And Avanti For Effective Service Management.

4. Excellent Problem-Solving And Analytical Skills To Enhance Operational Systems.

5. Strong Leadership Capabilities With A Focus On Team Empowerment And Development.

Other Requirements

1. Itil Certification (Optional But Valuable)

2. Servicenow Certified System Administrator (Optional But Valuable