Job Description & How to Apply Below
Location: Bengaluru
Role Purpose
We are seeking a highly skilled Lead Business Analyst with knowledge of telecom domain and proficiency in Service Now and fluent in French. The ideal candidate will have a deep understanding of Service Now 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 Service Now solutions to support our telecom service offerings.
The mission of Senior Business Analyst is to:
Requirement Elicitation and Analysis:
Collaborate with stakeholders to gather and analyze business requirements
Elicit, document, and analyze business requirements, processes, and workflows.
Translate business requirements into clear and concise functional specifications for technical teams.
Service Now Configuration and Customization:
Utilize your knowledge in Service Now to suggest configuration and customization of the platform to meet the business requirements.
Coordinate with Business stakeholders and Service Now 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 Breakown epic into detailed features and user stories
Document and prioritize backlog
Solution Design:
Collaborate with System Architect to design solutions that meet business needs.
Propose innovative and practical solutions to address business challenges.
Ensure that proposed solutions align with the organization's strategic goals and technological capabilities.
Stakeholder Communication:
Serve as the primary point of contact for stakeholders, providing regular updates on project status, risks, and issues.
Manage stakeholder expectations and ensure alignment between business requirements and Service Now solutions.
Communicate complex technical concepts to non-technical stakeholders.
Present findings, recommendations, and project updates to various audiences.
Documentation:
Create detailed documentation including business requirements, process flows, use cases, and user stories.
Maintain accurate and up-to-date project documentation throughout the project lifecycle.
Testing:
Participate in system testing, user acceptance testing, and validation of implemented solutions.
Ensure that delivered solutions meet the specified requirements and are of high quality.
Process Improvement & Support:
Identify areas for process optimization and efficiency enhancement.
Recommend process improvements and assist in their implementation.
Support Business on bug and anomalies fixing
key accountabilities
key result / decision areas (outcomes)
Work on Service Now – TSM module (combinaison of ITSM & CSM) for customer and desk migration build better customer experience.
Design, configure, and customize Service Now applications, modules, and workflows to meet business process requirements.
Conduct thorough testing and validation of Service Now configurations to ensure quality and adherence to requirements.
Assist in the creation of training materials and conduct training sessions for end-users to ensure successful adoption of Service Now solutions by customers.
Stay up-to-date with the latest Service Now features, best practices, and industry trends to provide valuable insights for optimizing the platform's performance.
Participate in Service Now-related and other projects, providing expertise and guidance on process improvements and implementation strategies.
Create and execute business scenarios (verification) for the solution developed
Produce key deliverables throughout the lifecycle of the project, for IT use as well as for business owners, such as solution proposals, user acceptance test plans, dependency matrices
Works with the project manager/Scrum master/ project coordinator to define and clarify the requirements for the software to deliver for customer migration to Sevice Now CSM module.
Provide technical support during UAT and go live. Use defect tracking system and follow resolution of defects
Level 3 support to production issues for assigned appications within defined SLA
Proven experience as a Functional expert to define Customer journey with a focus on Service Now implementation and configuration.
In-depth knowledge of Service Now platform capabilities, specially on CSM modules to migrate customers.
Collaborate with teams to troubleshoot and resolve issues, identifying opportunities for improvement.
Hands-on experience with Service Now workflows, forms, business rules, UI policies, and other configuration elements.
Expertize in ITIL framework and IT service management best practices.
Excellent communication and interpersonal skills, with the ability to work collaboratively across teams and stakeholders.
A proactive and adaptable attitude, able to handle multiple priorities and meet deadlines in a fast-paced environment.
Service Now CSM certifications is required.
Routinely demonstrate solution details during development & ensure rollout to production with…
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