Lead Business Analyst

3 weeks ago

gurugram, 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.

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