ServiceNow Business Analyst-Telco

Introduction

We are seeking an experienced ServiceNow Business Analyst to act as the bridge between business requirements and technical solutions. The successful candidate will be responsible for gathering and analysing business requirements, documenting processes, engaging with stakeholders, and collaborating with ServiceNow development teams to deliver scalable and effective solutions.

The ideal candidate should have strong Business Analysis experience, hands-on exposure to the ServiceNow platform, a solid understanding of ITSM and ITIL practices, and experience working within Agile/Scrum environments .

Candidates must have proven experience within the Telecommunications (Telco) industry , with a strong understanding of telecom business processes, systems, and operational environments. Telco experience is essential for this role.

Duties & Responsibilities

• Gather, analyse, validate, and document business and functional requirements.

• Engage with business stakeholders, Product Owners, technical teams, and ServiceNow developers.

• Translate business requirements into detailed user stories, functional specifications, process flows, and acceptance criteria.

• Analyse and document existing and future-state business processes.

• Support the configuration and implementation of ServiceNow solutions.

• Work across ServiceNow modules including:

• ITSM

• ITOM

• HRSD

• CSM

• CMDB

• Asset Management

• Service Catalog

• Facilitate stakeholder workshops and requirements-gathering sessions.

• Coordinate and support User Acceptance Testing (UAT).

• Develop test scenarios, acceptance criteria, and assist with defect resolution.

• Participate in Agile ceremonies, including sprint planning, backlog refinement, daily stand-ups, sprint reviews, and retrospectives.

• Collaborate with technical teams to ensure requirements are accurately understood and implemented.

• Ensure ServiceNow solutions align with ITIL best practices and business objectives.

• Prepare business requirements documents, functional requirements documents, process maps, training materials, and user guides.

• Support change management and user adoption activities where required.

• Coordinate with cross-functional teams to ensure successful project delivery.

• Assist with identifying opportunities for process improvement and ServiceNow optimisation.

Desired Experience & Qualification

• 5+ years' experience working as a Business Analyst.

• 3+ years' hands-on experience working with the ServiceNow platform.

• Strong understanding of IT Service Management (ITSM) processes.

• Strong knowledge of the ITIL framework .

• Experience working within Agile/Scrum environments.

• Demonstrated experience gathering and documenting business and functional requirements.

• Experience writing:

• User Stories

• Business Requirements Documents (BRDs)

• Functional Requirements Documents (FRDs)

• Process Maps

• Acceptance Criteria

• Strong stakeholder management and communication skills.

• Experience working with both business and technical stakeholders.

• Ability to translate complex business requirements into clear technical requirements.

Technical Skills

Mandatory

• ServiceNow

• Business Analysis

• ITSM

• ITIL

• Agile/Scrum

• Requirements Gathering

• User Stories

• Acceptance Criteria

• Process Mapping

• UAT

Advantageous

• ServiceNow ITOM

• ServiceNow HRSD

• ServiceNow CSM

• ServiceNow CMDB

• ServiceNow Asset Management

• ServiceNow Service Catalog

• ServiceNow Workflows

• ServiceNow Integrations

• ServiceNow Reporting

• ServiceNow configuration

Core Competencies

• Business Process Analysis

• Requirements Analysis

• Stakeholder Management

• Technical Documentation

• Workshop Facilitation

• User Acceptance Testing

• Agile Delivery

• Problem Solving

• Communication

• Critical Thinking

• Process Improvement

• Cross-functional Collaboration