Lead Business Analyst
2 months ago
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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