Description:

We are seeking an experienced ServiceNow Business Analyst with a strong background in telecom B2B environments. The ideal candidate should have extensive experience in Service Management, Trouble-to-Resolve (T2R), and Assurance processes, along with hands-on exposure to various ServiceNow telecom modules.

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Key Responsibilities:

- Gather, analyze, and document business requirements with clear traceability.

- Work closely with cross-functional global stakeholders (including Germany/Europe).

- Design and support end-to-end solutions aligned with IT architecture standards.

- Build customer journeys, workflows, capability maps, and solution blueprints.

- Support and validate ServiceNow TMT, OMT (Order Management for Telecommunications), and SOM (Sales & Order Management) modules.

- Facilitate review sessions, backlog refinement, and sprint ceremonies in an Agile/SAFe environment.

- Perform data mapping, workflow modelling, process optimization, and integration analysis.

- Collaborate with development and QA teams for solution delivery and UAT.

- Utilize Jira, Confluence, and Agile tools for documentation and project execution.

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Required Skills & Expertise:

- 8+ years of experience as a Business Analyst in ServiceNow.

- Proven expertise in:

- ServiceNow TMT, SOM, OMT modules

- Telecom domain (BSS/OSS, wireline connectivity, workflows)

- Assurance and Trouble-to-Resolve processes

- Strong understanding of:

- Requirements engineering and backlog management

- Integration frameworks, workflows, and process automation

- Hands-on knowledge of SAFe Agile methodology.

- Experience with global stakeholder engagement.

- Strong communication, documentation, and leadership skills.

- Experience in AI-driven analysis tools (added advantage).