Business Analyst – ServiceNow SOMT

Summary

We are seeking an experienced Business Analyst to join our IT Services team, where you will play a pivotal role in optimizing service management processes within the ServiceNow ecosystem. This position is critical for driving efficiency in the Service Order Management and Tracking (SOMT) modules, ensuring seamless alignment between technical execution and business objectives. The ideal candidate will leverage their deep understanding of telecom service lifecycles and agile methodologies to bridge the gap between stakeholders and development teams, ultimately enhancing the delivery of high-quality telecom solutions.

Responsibilities

• Lead the analysis and definition of requirements for ServiceNow SPM and SOMT functionalities, ensuring they meet complex business needs.
  
• Facilitate Agile/Scrum ceremonies, including sprint planning and reviews, while managing User Acceptance Testing (UAT) phases to validate solution quality.
  
• Serve as the primary liaison for stakeholder management, gathering feedback and translating business requirements into actionable technical specifications.
  
• Apply knowledge of TM Forum standards, specifically eTOM, OSS, and BSS frameworks, to refine service management workflows where applicable.
  
• Oversee the end-to-end telecom order lifecycle, identifying bottlenecks and implementing process improvements to accelerate order fulfillment.
  
• Collaborate with cross-functional teams to ensure the successful deployment and adoption of ServiceNow solutions within the telecom domain.
  

Requirements

Requirements:

• Minimum of 5 years of professional experience in business analysis, with a strong focus on IT services and service management platforms.
  
• Proven expertise in ServiceNow SPM and SOMT modules, demonstrating the ability to configure and optimize these tools for business outcomes.
  
• Solid background in Agile/Scrum methodologies, with hands-on experience in conducting UAT and managing stakeholder expectations.
  
• Familiarity with TM Forum standards, including eTOM, OSS, and BSS, is highly advantageous for understanding industry-specific service models.
  
• Deep understanding of Telecom Service Management principles and the intricacies of the telecom order lifecycle.
  
• Strong analytical skills with the ability to navigate complex service delivery environments and drive continuous improvement.