Senior Service Management Analyst

Digital Technology

Corporate Services

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Arup’s purpose, shared values and collaborative approach has set us apart for over 75 years, guiding how we shape a better world.

As our Senior Service Management Analyst, you’ll be playing a key role in enhancing how Arup delivers digital services, working closely with stakeholders to refine processes, showcase platform capabilities, and drive improvements across the organisation. From leading workshops to shaping the service roadmap, the role blends technical insight with collaborative engagement.

You’ll be part of a team of other analysts and working alongside experienced Service Now developers and our supporting partners. This is a role where you’ll be able to help turn cutting‑edge technology into meaningful business outcomes.

Watch this short clip to discover how Arup are shaping a better world and how you could be a part of it!

At Arup, you belong to an extraordinary collective – in which we encourage individuality to thrive. Our strength comes from how we respect, share and connect our diverse experiences, perspectives and ideas. You will have the opportunity do socially useful work that has meaning – to Arup, to your career, to our members and to the clients and communities we serve.

• Working within the Service Management Platform team to improve service delivery and communication to our internal stakeholders.
• Leading in cross functional workshops with stakeholders and process owners, capturing requirements and providing demos.
• Showcasing the capabilities of our IT service management platform to potential new user groups.
• Lead testing of configurations within supporting technologies such as Service Now.
• Working with the Service Management Platform lead on medium to long term roadmap planning.
• Research and evaluate emerging technologies and automation in the customer services domain.
• Continuing your personal development and career growth with support from our experienced members, learning platforms and partners.

• ITIL certification in service management foundation level (or related equivalent qualification) is desirable but not essential.
• You would be working within an agile development team.
• Prioritising and planning of tasks for self and others.
• You should have experience of stakeholder/client requirements capture and analysis.
• Have had experience of supervising and supporting junior members to achieve goals.
• BE able to document processes and knowledge in a way that can be understood by its intended audience.

Not ready to apply just yet, or have a few questions? Please email Kat Falepau at Please note that all applicants must apply directly via the job portal and applications sent via email will not be considered. If this role is not quite what you are looking for, but you are interested in other opportunities for a future with purpose, please sign up to our Talent Community where you will be kept up to date with roles suitable for you to shape a better world.

At Arup, we care about each member’s success, so we can grow together.

We are owned in trust on behalf of our members, giving us the freedom, with personal responsibility, to set our own direction and choose work that aligns with our purpose and adds to Arup’s legacy. Our members collaborate on ambitious projects to deliver remarkable outcomes for our clients and communities. Profit Share is a key part of our reward, enabling members to share in the results of our collective efforts.

An environment that will give you freedom to design with a purpose, focus on your skills to deliver quality work to our clients, opportunity to learn and share knowledge openly. You will have the opportunity to utilise your technical expertise to improve the lives of the most vulnerable in the communities in which we live and work through Arup's community engagement programme.

You’ll have access to lots of learning opportunities and ongoing training through Arup university and other learning programmes.

Beyond a competitive guaranteed annual salary package, core benefits include medical aid and hospital gap cover; as well as provident fund covering…