Lead Designer - ServiceNow

About Us

Join us at Orange Business! We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business. Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.

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

• Requirement Elicitation and Analysis:
• Collaborate with Customers & internal 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.
• Service Now Configuration and Customization:
• Utilize your knowledge in Service Now specially focusing on CSM module to suggest configuration and customization of the platform to meet the business requirements.
• Coordinate with Business stakeholders and Service Now 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 Service Now 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

• Work on Service Now – TSM module (combination of ITSM & CSM) for customer and desk migration build better customer experience.
• Design, configure, and customize Service Now applications, modules, and workflows to meet business process requirements.
• Conduct thorough testing and validation of Service Now configurations to ensure quality and adherence to requirements.
• Assist in the creation of training materials and conduct training sessions for end-users to ensure successful adoption of Service Now solutions by customers.
• Stay up-to-date with the latest Service Now features, best practices, and industry trends to provide valuable insights for optimizing the platform's performance.
• Participate in Service Now-related and other projects, providing expertise and guidance on process improvements and implementation strategies.
• Create and execute business scenarios (verification) for the solution developed
• Produce key deliverables throughout the lifecycle of the project,…