Business Analyst – ServiceNow SOMT
Accountabilities Lead business analysis and requirements definition for ServiceNow SPM and SOMT functionalities, ensuring solutions address complex business and operational needs.
Gather, document, and validate stakeholder requirements, translating them into clear business requirements and actionable technical specifications.
Facilitate Agile/Scrum ceremonies, including sprint planning and reviews, to maintain alignment between business priorities and development activities.
Plan and manage User Acceptance Testing (UAT), coordinating stakeholders, validating solution functionality, and helping ensure deliverables meet business expectations.
Serve as the primary liaison between business stakeholders, development teams, and other cross-functional partners, managing feedback and expectations throughout the delivery lifecycle.
Apply relevant TM Forum standards and frameworks, including eTOM, Operations Support Systems (OSS), and Business Support Systems (BSS), to improve service management workflows where applicable.
Analyze the end-to-end telecom order lifecycle, identify inefficiencies and bottlenecks, and recommend process improvements that accelerate order fulfillment.
Collaborate with cross-functional teams to support the implementation, deployment, and adoption of ServiceNow solutions within the telecommunications domain.
Drive continuous improvement by assessing service management processes and ensuring solutions remain aligned with operational goals.
Requirements:
At least 5 years of professional experience in business analysis, preferably within IT services and service management environments.
Proven expertise in ServiceNow SPM and SOMT, including the ability to assess, configure, or optimize platform capabilities to achieve business outcomes.
Strong knowledge of Agile/Scrum methodologies and practical experience facilitating Agile ceremonies and coordinating delivery activities.
Hands-on experience managing User Acceptance Testing, validating business requirements, and coordinating issue resolution.
Demonstrated stakeholder management skills, with the ability to gather requirements, communicate clearly, and translate business needs into technical specifications.
A solid understanding of telecommunications service management principles and the end-to-end telecom order lifecycle.
Familiarity with TM Forum standards and frameworks, particularly eTOM, OSS, and BSS, is highly advantageous.
Strong analytical and problem-solving skills, with the ability to assess complex workflows, identify operational gaps, and recommend effective improvements.
Excellent communication and collaboration skills, with the ability to work effectively across business and technical teams.
A structured, detail-oriented approach and a commitment to delivering high-quality solutions that support business objectives.
Benefits:
Salary: ₹12–15 lakh per annum (LPA), as stated in the original job listing.
Work arrangement: Remote position based in India.
Employment type: Full-time.
Opportunity to work with ServiceNow service management capabilities in the telecommunications domain.
Exposure to Agile delivery practices, cross-functional collaboration, and telecom process optimization.
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