Lead BA

2 weeks ago

bangalore, India Orange Business Services Full time

about the role

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:
o Collaborate with stakeholders to gather and analyze business requirements
o Elicit, document, and analyze business requirements, processes, and workflows.
o Translate business requirements into clear and concise functional specifications for technical teams.
- ServiceNow Configuration and Customization:
o Utilize your knowledge in ServiceNow to suggest configuration and customization of the platform to meet the business requirements.
o 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
o Breakown epic into detailed features and user stories
o Document and prioritize backlog
- Solution Design:
o Collaborate with System Architect to design solutions that meet business needs.
o Propose innovative and practical solutions to address business challenges.
o Ensure that proposed solutions align with the organization's strategic goals and technological capabilities.
- Stakeholder Communication:
o Serve as the primary point of contact for stakeholders, providing regular updates on project status, risks, and issues.
o Manage stakeholder expectations and ensure alignment between business requirements and ServiceNow solutions.
o Communicate complex technical concepts to non-technical stakeholders.
o Present findings, recommendations, and project updates to various audiences.
- Documentation:
o Create detailed documentation including business requirements, process flows, use cases, and user stories.
o Maintain accurate and up-to-date project documentation throughout the project lifecycle.
- Testing:
o Participate in system testing, user acceptance testing, and validation of implemented solutions.
o Ensure that delivered solutions meet the specified requirements and are of high quality.
- Process Improvement & Support:
o Identify areas for process optimization and efficiency enhancement.
o Recommend process improvements and assist in their implementation.
o Support Business on bug and anomalies fixing


about you

9+ years experience in business analysis with minimum 5 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:
• Certified System Administrator,
• Certified Implementation Specialist – CSM,
• Certified Implementation Specialist - Software Asset Management
Agile methodology or SAFe is must (Scrum implementation)

• 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


additional information

• 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.


contract

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