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 the 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:
• Breakdown 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 organization's 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 a must (Scrum implementation).
• ServiceNow ITSM CSM certification required; ITIL certification preferable.
• 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.