We are seeking an experienced ServiceNow Business Analyst with strong Telecom domain expertise to bridge the gap between business needs and technical solutions. The role involves gathering, analyzing, and translating business requirements into actionable user stories while ensuring seamless delivery of ITSM, CSM, Field Service Management, or HR Service Delivery solutions. You will act as the liaison between stakeholders and development teams, ensuring alignment across workflows and driving successful adoption of ServiceNow solutions in a dynamic telecom environment.
Key Responsibilities:
- Capture, analyze, and translate business and user requirements into detailed Agile user stories with clear acceptance criteria.
- Collaborate with multiple stakeholder groups to prioritize initiatives, model complex workflows, and design scalable business processes.
- Work closely with development and QA teams to ensure requirements are well-understood and delivered to specification.
- Partner with platform teams to prepare accurate release estimates, timelines, and ensure alignment with broader program objectives.
- Define, document, and optimize workflows across customer, IT, and employee processes to enhance service delivery.
- Support functional and user acceptance testing (UAT), providing business context and ensuring quality assurance at every stage.
- Act as the primary liaison between business stakeholders and technical teams throughout planning, development, and release cycles.
- Conduct stakeholder workshops, facilitate requirement sign-offs, and ensure proper documentation of all design decisions.
- Drive adoption of ServiceNow solutions by assisting with change management, user training, and communication strategies.
- Proactively identify process improvement opportunities and recommend enhancements to maximize value delivery.
Qualifications:
- Minimum of 3+ years of hands-on experience in process design across ITSM, CSM, FSM, or HR Service Delivery implementations.
- Proven track record as a Business Analyst in ServiceNow projects, with in-depth technical knowledge of platform capabilities and configurations.
- Telecom domain expertise is mandatory, including understanding of industry-specific workflows and compliance requirements.
- Experience gathering complex business requirements, translating them into technical solutions, and managing end-to-end delivery.
- Excellent stakeholder engagement and facilitation skills, with the ability to manage competing priorities and align diverse business needs.
- Strong understanding of Agile methodologies and experience working in iterative delivery models.
- Exceptional communication skills, with fluency in both written and spoken English.
- Analytical mindset with strong problem-solving abilities and the capacity to work in dynamic, fast-paced environments.
- Exposure to integration between ServiceNow and third-party systems is highly desirable.
- Ability to produce high-quality documentation and maintain business continuity throughout the project lifecycle.
Join our dynamic team and help shape the future of digital workflows in the telecom sector through innovative ServiceNow solutions. This is your opportunity to influence enterprise-wide processes, collaborate with cross-functional teams, and drive transformation at scale. Be part of a forward-thinking environment where your expertise in business analysis and ServiceNow will deliver measurable impact and lasting value.