ServiceNow BA with Telecom domain

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.