Senior Business Analyst – ServiceNow

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.

• 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
• Service Now certification (Business Process Analyst, Systems Administration, Technical Project Manager)
• Business Analysis certifications (e.g., CBAP, PMI-PBA) are a plus.

Telecommunications Expertise:

• Minimum
  10 years of experience
  as a Business Analyst, with significant focus on
  fixed-line telecommunications products, services
  and technologies (e.g., DSL, fibre, VoIP, SD-WAN, etc).
• OSS Knowledge:
• 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.

TM Forum ODA:

• Proven experience in ServiceNow (ITSM, TSM, TSOM, TNI, TOMT, etc.) with a strong understanding of TM Forum ODA and service management principles.
• Communication & Interpersonal Skills:
• Exceptional ability to articulate complex technical and business concepts to both technical and non-technical audiences. Empathetic to user needs while maintaining clarity on project scope and system capabilities.

Analytical Prowess:

• Proven ability to analyze complex business processes, identify pain points, and propose innovative, system-driven solutions.

Stakeholder Management:

• Demonstrated experience engaging with a wide range of stakeholders, from frontline staff to senior executives and external partners.

Mentorship:

• Experience mentoring and guiding less experienced team members.

Requirements Definition & Documentation:

• Lead the gathering, analysis, and documentation of detailed business requirements from diverse stakeholders, including Commercial teams, Technical teams, and external business partners. Collaborate with cross-functional teams to gather, document, and validate business requirements and to translate these complex needs into clear, concise, and actionable specifications for technical teams.

Analyse and optimize existing business processes and workflows:

1. Use analytical skills to review existing processes and suggest areas for improvement and automation. Ensure process alignment with ITIL best practices and enterprise architecture standards.

Systems Integration & Specification:

• 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 system implementations align with business needs and technical capabilities. An immediate focus would be on Service Now TOMT integrations to other systems in the environment.

Testing and Service Transition:

1. Work closely with developers, testers, and project managers to ensure successful delivery of solutions and functionality. Provide post-implementation support and continuous improvement recommendations.

Stakeholder Management:

• Serve as a vital link between the end-user community and the application teams. Manage expectations, resolve conflicts, and ensure alignment on project goals and deliverables.

Mentorship & Leadership:

• Provide mentorship and guidance to junior business analysts. Champion best practices in business analysis and requirements management.

Training & Enablement:

• 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, including customer service agents, project managers, technical personnel, and executive leadership.