ServiceNow- Business Analyst

Overview

We are seeking an experienced Service Now Business Analyst with a strong background in the telecommunications domain to bridge the gap between business needs and technical solutions. The ideal candidate will have hands-on experience in Service Now implementations
, telecom processes (OSS/BSS), and business analysis methodologies.

• Gather, analyze, and document business requirements from telecom stakeholders.
• Translate business needs into functional specifications and Service Now solutions
  .
• Work closely with Service Now developers, architects, and telecom SMEs to ensure successful delivery.
• Understand telecom processes such as:
• Order Management
• Service Fulfillment
• Network Operations (OSS)
• Billing & CRM (BSS)
• Configure and support Service Now modules like:
• ITSM (Incident, Problem, Change)
• ITOM / CMDB
• Customer Service Management (CSM)
• Facilitate requirement workshops, stakeholder meetings, and demo sessions.
• Create user stories, BRDs, FRDs, workflow diagrams, and process maps.
• Participate in UAT (User Acceptance Testing) and ensure business sign-off.
• Conduct gap analysis between current telecom systems and Service Now capabilities.
• Ensure alignment with ITIL best practices.
• Act as a liaison between business, operations teams, and IT.

• Bachelor’s degree in Engineering / IT / Telecom / Business or related field

• 4+ years of experience as a Business Analyst
• 3+ years of hands-on experience with Service Now
• Experience in Telecom domain (OSS/BSS) is mandatory

• Strong knowledge of Service Now platform:
• ITSM, CSM, ITOM, CMDB
• Familiarity with:
• Agile / Scrum methodologies
• APIs, integrations, and data mapping
• Experience in requirement gathering tools (JIRA, Confluence, etc.)

• Good understanding of:
• OSS (Operational Support Systems)
• BSS (Business Support Systems)
• Network lifecycle and service provisioning
• Telecom workflows and KPIs