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Lead Business Analyst

2 months ago

Gurgaon, India Orange Business Full time
Location: Bengaluru or Gurugram
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.
develop business as well as technical knowledge on the applications.
Lead project review meetings to gain business confidence.