Business Analyst – ServiceNow SOMT

Summary

Responsibilities

• Lead the analysis and definition of requirements for ServiceNow SPM and SOMT functionalities, ensuring they meet complex business needs.
  
• Facilitate Agile/Scrum ceremonies, including sprint planning and reviews, while managing User Acceptance Testing (UAT) phases to validate solution quality.
  
• Serve as the primary liaison for stakeholder management, gathering feedback and translating business requirements into actionable technical specifications.
  
• Apply knowledge of TM Forum standards, specifically eTOM, OSS, and BSS frameworks, to refine service management workflows where applicable.
  
• Oversee the end-to-end telecom order lifecycle, identifying bottlenecks and implementing process improvements to accelerate order fulfillment.
  
• Collaborate with cross-functional teams to ensure the successful deployment and adoption of ServiceNow solutions within the telecom domain.
  

• Minimum of 5 years of professional experience in business analysis, with a strong focus on IT services and service management platforms.
  
• Proven expertise in ServiceNow SPM and SOMT modules, demonstrating the ability to configure and optimize these tools for business outcomes.
  
• Solid background in Agile/Scrum methodologies, with hands-on experience in conducting UAT and managing stakeholder expectations.
  
• Familiarity with TM Forum standards, including eTOM, OSS, and BSS, is highly advantageous for understanding industry-specific service models.
  
• Deep understanding of Telecom Service Management principles and the intricacies of the telecom order lifecycle.
  
• Strong analytical skills with the ability to navigate complex service delivery environments and drive continuous improvement.