ServiceNow- Business Analyst

We are seeking an experienced ServiceNow 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 ServiceNow 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 ServiceNow solutions.Work closely with ServiceNow 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 ServiceNow 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 ServiceNow capabilities.Ensure alignment with ITIL best practices.Act as a liaison between business, operations teams, and IT.

Education

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

Experience

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

Technical Skills

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

Telecom Domain Knowledge

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