Lead Business Analyst

We are seeking a highly skilled Lead Business Analyst with knowledge of telecom domain and proficiency in ServiceNow The ideal candidate will have a deep understanding of ServiceNow platform capabilities, business processes, and telecom services As a Lead Business Analyst, you will play a pivotal role in driving the design, implementation, and optimization of ServiceNow solutions to support our telecom service offerings

The mission of Senior Business Analyst is to:
- Requirement Elicitation and Analysis: o Collaborate with stakeholders to gather and analyze business requirements o Elicit, document, and analyze business requirements, processes, and workflows o Translate business requirements into clear and concise functional specifications for technical teams - ServiceNow Configuration and Customization: o Utilize your knowledge in ServiceNow to suggest configuration and customization of the platform to meet the business requirements o Coordinate with Business stakeholders and ServiceNow dev team to deliver solutions for incident management, change management, service request fulfillment, and other IT service management processes - Co-manage the backlog with the Product Owner o Breakown epic into detailed features and user stories o Document and prioritize backlog - Solution Design: o Collaborate with System Architect to design solutions that meet business needs o Propose innovative and practical solutions to address business challenges o Ensure that proposed solutions align with the organizations strategic goals and technological capabilities - Stakeholder Communication: o Serve as the primary point of contact for stakeholders, providing regular updates on project status, risks, and issues o Manage stakeholder expectations and ensure alignment between business requirements and ServiceNow solutions o Communicate complex technical concepts to non-technical stakeholders o Present findings, recommendations, and project updates to various audiences - Documentation: o Create detailed documentation including business requirements, process flows, use cases, and user stories o Maintain accurate and up-to-date project documentation throughout the project lifecycle - Testing: o Participate in system testing, user acceptance testing, and validation of implemented solutions o Ensure that delivered solutions meet the specified requirements and are of high quality - Process Improvement & Support: o Identify areas for process optimization and efficiency enhancement o Recommend process improvements and assist in their implementation o Support Business on bug and anomalies fixing

9+ years experience in business analysis with minimum 5 years experience in ServiceNow implementation specially focusing on customer migration to CSM module
Good level of practiced technical knowledge Completion of at least one of the following: Certified System Administrator, Certified Implementation Specialist CSM, Certified Implementation Specialist - Software Asset Management Agile methodology or SAFe is must (Scrum implementation)

ServiceNow ITSM & CSM certification required & ITIL certification prefarable
Telecom background with interaction of customer over self-service portal Strong troubleshooting skills on ServiceNow platform and capability to propose new solutions to business problem Ability to build up good intimacy and partnership with the business