ServiceNow – Lead BA

Context

Orange Business manages and integrates the complexity of international communications, freeing customers to focus on the strategic initiatives that drive their business. Orange extensive experience and knowledge in global communication solutions, together with understanding of multinational business and local support in 166 countries and territories, ensure that customers receive a consistent, global solution wherever they do business.

Orange Business is driving a major IT & Business transformation program for its service management, and service assurance functions.

The purpose of this program is to federate Orange Business “I need Help” customer journey with an end–to-end multi channel and digital experience within a common IT solution leveraging Service Now platform.

The scope is covering all Orange Business entities and support chains for standard customers including Data modelling, Service Management processes, digital channels & Integration with customer & internal ecosystems.

This SNOW solution based mainly on TSM and other key modules is answering Customer & Orange Business requirements:

Capture & process customer’s requests, incidents, technical changes & problems. Capitalize on knowledge Management.

Native features around data discovery, Integration, AI, Automation, Virtual assistant, low code process configuration.

This solution will be the basis for further innovation for Operations with RPA / AI / Gen AI features.

This new solution will be a focal service now instance where existing ITSM legacy solutions (homemade and snow instances) will be migrated and rationalized for all desk operations in several countries, France, India, Egypt, Brazil, Madagascar and Maurituis.

The business transformation level will be a key factor success as:

Gathering and gap analyzing existing processes vs Snow standards processes and workflows

Processes revamping and harmonization

Ensure adoption by operations and agents

Get advanced snow features to leverage ops optimization and simplification

The program will be led under SAFe governance.

Role Purpose

We are seeking a highly skilled Lead Business Analyst with knowledge of telecom domain and proficiency in ServiceNow. The ideal candidate will have a deep understanding of ServiceNow 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 ServiceNow 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.
• ServiceNow Configuration and Customization:
• Utilize your knowledge in ServiceNow to suggest configuration and customization of the platform to meet the business requirements.
• Coordinate with Business stakeholders and ServiceNow 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 ServiceNow 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

Experience

7+ years experience in business analysis with minimum 3 years experience in ServiceNow implementation specially focusing on customer migration to CSM module.

Good level of practiced technical knowledge.

Completion of at least one of the following:

• System Administrator,
• Implementation Specialist – CSM,
• Implementation Specialist - Software Asset Management

Agile methodology or SAFe is must (Scrum implementation)

job skills and certifications

• The main responsibilities related to the Senior Lead BA are:
• Seamless integration with other portal applications using SSO.
• Implementation of MFA & adherence to security recommendation as per organization guidelines.
• Ability to work with aggressive schedules.
• Ability to lead end to end delivery.
• Follow Agile processes, groom user stories along with busiess & IT teams.
• Prepare functional specification documentation
• Support all analysis and design activities, and closely work with other teams involved in the project, including development team, testing team and business users
• Prioritize requirements based on relative business importance
• Work with developments teams
• Perform functional testing
• Support regression and integration testing
• Take requirement related decisions
• Groom the Product Backlog as and when needed.
• Prepare users stories, which have details of technical (non-functional)) requirements as well.
• Ensure delivery with business expectation (entrance criteria within user stories).
• Participate in application evolution by contributing technical enhancement to the applications
• Provide UAT support.
• Provide third level support to production issues from assigned application within defined SLA.
• Ddevelop business as well as technical knowledge on the applications.
• Lead project review meetings to gain business confidence.

Skill Profile

• ServiceNow ITSM & CSM certification required & ITIL certification prefarable.
• Telecom background with interaction of customer over self-service portal.
• Strong troubleshooting skills on ServiceNow platform and capability to propose new solutions to business problem.
• Ability to build up good intimacy and partnership with the business