ServiceNow Telecom Business Analyst will act as the key liaison between business stakeholders The role focuses on gathering, analyzing, and translating complex telecom processes into actionable ServiceNow user stories, specifically leveraging modules like CSM (Customer Service Management), TSM (Telecommunications Service Management), and ITSM. Key Responsibilities Requirement Gathering & Analysis: Lead workshops to elicit detailed business requirements, define user stories, and acceptance criteria for Telecom Service Management (TSM) workflows. Process Mapping (As-Is/To-Be): Map current telecom operational processes, identify inefficiencies, and design optimized workflows within ServiceNow. ServiceNow Configuration Support: Collaborate with developers and architects to configure ServiceNow solutions, ensuring they meet business requirements and align with industry standards like eTOM/TM Forum. Module Specialization: Drive adoption of specific ServiceNow modules, including Telecom Service Management (TSM), Customer Service Management (CSM), Field Service Management (FSM), or IT Service Management (ITSM). Agile Development & User Stories: Create, prioritize, and groom technical user stories in Agile tools (e.g., Jira, Azure DevOps). Testing & UAT: Support Functional Testing (SIT) and User Acceptance Testing (UAT) to validate that solutions meet business requirements. Stakeholder Management: Manage expectations, report progress, and conduct demonstrations ("show and tells") for business stakeholders. Documentation: Maintain high-quality documentation, including business requirement documents, process flow diagrams, and SOPs. Qualifications Experience: 3–6 years of experience as a Business Analyst, with a minimum of 2-3 years specifically focused on ServiceNow implementations. Domain Expertise: Mandatory experience within the Telecommunications (Telco) industry, understanding network operations, 5G/fiber, or service delivery. Technical Skills: Deep understanding of ServiceNow capabilities (CSM, TSM, ITSM) and familiarity with CMDB/CSDM (Common Service Data Model). Methodology: Strong knowledge of Agile/Scrum, including managing backlogs and sprint ceremonies. Certifications (Preferred): ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS) in CSM or ITSM. Education: Bachelor’s degree in Computer Science, Information Systems, Business, or related field.
