Lead Business Analyst - ServiceNow

We are seeking a highly skilled Lead Business Analyst with knowledge of telecom domain and proficiency in ServiceNow The ideal candidate will have a deep understanding of ServiceNow platform capabilities, business processes, and telecom services As a Lead Business Analyst, you will play a pivotal role in driving the design, implementation, and optimization of ServiceNow solutions to support our telecom service offerings

The mission of Senior Business Analyst is to:

- Requirement Elicitation and Analysis:

• Collaborate with stakeholders to gather and analyze business requirements
• Elicit, document, and analyze business requirements, processes, and workflows
• Translate business requirements into clear and concise functional specifications for technical teams

- ServiceNow Configuration and Customization:

• Utilize your knowledge in ServiceNow to suggest configuration and customization of the platform to meet the business requirements
• Coordinate with Business stakeholders and ServiceNow dev team to deliver solutions for incident management, change management, service request fulfillment, and other IT service management processes

- Co-manage the backlog with the Product Owner

• Breakown epic into detailed features and user stories
• Document and prioritize backlog

- Solution Design:

• Collaborate with System Architect to design solutions that meet business needs
• Propose innovative and practical solutions to address business challenges
• Ensure that proposed solutions align with the organizations strategic goals and technological capabilities

- Stakeholder Communication:

• Serve as the primary point of contact for stakeholders, providing regular updates on project status, risks, and issues
• Manage stakeholder expectations and ensure alignment between business requirements and ServiceNow solutions
• Communicate complex technical concepts to non-technical stakeholders
• Present findings, recommendations, and project updates to various audiences

- Documentation:

• Create detailed documentation including business requirements, process flows, use cases, and user stories
• Maintain accurate and up-to-date project documentation throughout the project lifecycle

- Testing:

• Participate in system testing, user acceptance testing, and validation of implemented solutions
• Ensure that delivered solutions meet the specified requirements and are of high quality

- Process Improvement Support:

• Identify areas for process optimization and efficiency enhancement
• Recommend process improvements and assist in their implementation
• Support Business on bug and anomalies fixing

9+ years experience in business analysis with minimum 5 years experience in ServiceNow implementation specially focusing on customer migration to CSM module

Good level of practiced technical knowledge

Completion of at least one of the following:

• Certified System Administrator,
• Certified Implementation Specialist CSM,
• Certified Implementation Specialist - Software Asset Management
• Agile methodology or SAFe is must (Scrum implementation)
• ServiceNow ITSM CSM certification required ITIL certification prefarable
• Telecom background with interaction of customer over self-service portal
• Strong troubleshooting skills on ServiceNow platform and capability to propose new solutions to business problem
• Ability to build up good intimacy and partnership with the business