We are seeking an experienced and highly skilled Senior ServiceNow Business Analyst to drive the transformation of our telecom B2B service and assurance processes.

The ideal candidate will possess deep expertise in ServiceNow's telecommunications modules and a strong background in Business Support System (BSS) and Operations Support System (OSS) domains.

This role is critical for bridging the gap between complex business requirements and cutting-edge technical solutions, ensuring seamless end-to-end customer and operational journeys.

Key Responsibilities :

Requirements and Solution Design :

- Lead and facilitate comprehensive requirements gathering sessions with business stakeholders across the B2B organization.

- Develop detailed business process models for key service domains, particularly Service Management, Trouble-to-Resolve (T2R), and Assurance processes.

- Translate business needs into technical specifications and functional requirements for the ServiceNow platform.

- Create end-to-end solution designs and solution blueprints that align with enterprise IT architecture and governance frameworks.

- Ensure requirement traceability throughout the entire development lifecycle, from initial concept to deployment.

ServiceNow & Telecom Domain Expertise :

- Serve as the subject matter expert (SME) for ServiceNow's specialized telecom modules, including :

- ServiceNow Telecommunications, Media, and Technology (TMT)

- Order Management for Telecommunications (OMT)

- Sales & Order Management (SOM)

- Apply strong knowledge of BSS/OSS concepts, specifically within the wireline connectivity domain.

- Define and document workflows, integrations, and data mapping required for successful system implementation and portfolio integration.

Strategy and Process Optimization :

- Define and document E2E customer journeys and high-level capability mapping to identify pain points and areas for optimization.

- Drive continuous process optimisation and improvement initiatives within the T2R and Assurance domains.

- Contribute to strategic discussions on leveraging emerging technologies; knowledge of leveraging AI-driven analysis for process improvement is a distinct advantage.

Project Management & Stakeholder Collaboration :

- Work proficiently in an Agile (SAFe) environment, utilizing tools like Jira and Confluence for managing sprints, backlogs, and documentation.

- Ensure effective cross-functional communication and collaboration with development teams, architects, QA, and business owners.

- Manage communication and collaboration with global stakeholders, particularly those based in Germany/Europe, demonstrating cultural sensitivity and adaptability.

Required Qualifications :

- Experience : 5+ years of experience as a Business Analyst, with at least 3 years focused specifically on the ServiceNow platform.

- Domain Expertise : Strong, demonstrable experience in the Telecom B2B sector, focusing on Service Management and Assurance (T2R).

- Technical Knowledge : Hands-on exposure and functional understanding of ServiceNow OMT, SOM, and TMT modules.

- Methodology : Proven experience working in Agile (SAFe) frameworks.

Skills and Competencies :

- Exceptional analytical, problem-solving, and critical thinking skills.

- Outstanding written and verbal communication skills for presenting complex solutions to both technical and non-technical audiences.

- Proficient in business process modelling tools (e.g., BPMN).

- Ability to work independently, manage multiple priorities, and adapt to a fast-paced environment.

- Fluency in English; proficiency in German is a plus given the stakeholder base.

Education :

- Bachelor's degree in Computer Science, Business Administration, Information Technology, or a related field.

- ServiceNow Certified System Administrator (CSA) and/or Certified Implementation Specialist (CIS) certifications are highly desirable