Senior Business Analyst – ServiceNow

7 days ago

Midrand, South Africa Smart4 Energy Full time

Senior Business Analyst – ServiceNow & OSS Systems Our is seeking a highly experienced and dedicated Senior Business Analyst with a strong background in the telecommunications industry , specifically within fixed-line services . This pivotal role will act as a critical bridge between our Commercial and Technical teams and our application development teams , ensuring business requirements are accurately and efficiently translated into system specifications. Qualifications The ideal candidate will be a leader and mentor, possessing excellent communication skills, a firm yet empathetic approach, and a deep understanding of ServiceNow in a Fixed-line Telco environment (TSM, TSOM, TNI, TOMT). Engineering degree (B. Eng (Electronics/Communications) or B. Tech equivalent). ServiceNow certification (Business Process Analyst, Systems Administration, Technical Project Manager). Business Analysis certifications (e.g., CBAP, PMI-PBA) are a plus. Minimum 10 years of experience as a Business Analyst, with significant focus on fixed-line telecommunications products, services and technologies (DSL, fibre, VoIP, SD-WAN, etc). Solid, hands-on experience with Operations Support Systems (OSS), including a strong understanding of their functions and architecture. Direct experience with ServiceNow provisioning is a requirement. Proven experience in ServiceNow (ITSM, TSM, TSOM, TNI, TOMT, etc.) with a strong understanding of TM Forum ODA and service management principles. Exceptional ability to articulate complex technical and business concepts to both technical and non-technical audiences. Proven ability to analyze complex business processes, identify pain points, and propose innovative, system-driven solutions. Demonstrated experience engaging with a wide range of stakeholders, from frontline staff to senior executives and external partners. Experience mentoring and guiding less experienced team members. Responsibilities Lead the gathering, analysis, and documentation of detailed business requirements from diverse stakeholders, including Commercial teams, Technical teams, and external business partners, and translate these complex needs into clear, concise, and actionable specifications for technical teams. Analyze and optimize existing business processes and workflows: use analytical skills to review existing processes and suggest areas for improvement and automation, ensuring process alignment with ITIL best practices and enterprise architecture standards. Collaborate with OSS application teams to define and document system specifications for implementation in platforms such as ServiceNow and other bespoke or off-the-shelf OSS systems. Ensure implementations align with business needs and technical capabilities. Work closely with developers, testers, and project managers to ensure successful delivery of solutions and functionality, providing post-implementation support and continuous improvement recommendations. Serve as a vital link between the end-user community and application teams: manage expectations, resolve conflicts, and ensure alignment on project goals and deliverables. Support change management and training initiatives during system rollouts; work with the in-house training academy to develop and deliver effective training content for a diverse user community. Environment Seniority level: Mid-Senior level Employment type: Contract Job function: Information Technology Industries: Telecommunications #J-18808-Ljbffr

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