Role Purpose
We are seeking a highly skilled Lead Business Analyst with knowledge of telecom domain and proficiency in ServiceNow and fluent in French. 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:
- Collaborate with stakeholders to gather and analyze business requirements
- Elicit, document, and analyze business requirements, processes, and workflows.
- Translate business requirements into clear and concise functional specifications for technical teams.
- ServiceNow Configuration and Customization:
- Utilize your knowledge in ServiceNow to suggest configuration and customization of the platform to meet the business requirements.
- 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
- Breakown epic into detailed features and user stories
- Document and prioritize backlog
- Solution Design:
- Collaborate with System Architect to design solutions that meet business needs.
- Propose innovative and practical solutions to address business challenges.
- Ensure that proposed solutions align with the organization's strategic goals and technological capabilities.
- Stakeholder Communication:
- Serve as the primary point of contact for stakeholders, providing regular updates on project status, risks, and issues.
- Manage stakeholder expectations and ensure alignment between business requirements and ServiceNow solutions.
- Communicate complex technical concepts to non-technical stakeholders.
- Present findings, recommendations, and project updates to various audiences.
- Documentation:
- Create detailed documentation including business requirements, process flows, use cases, and user stories.
- Maintain accurate and up-to-date project documentation throughout the project lifecycle.
- Testing:
- Participate in system testing, user acceptance testing, and validation of implemented solutions.
- Ensure that delivered solutions meet the specified requirements and are of high quality.
- Process Improvement & Support:
- Identify areas for process optimization and efficiency enhancement.
- Recommend process improvements and assist in their implementation.
Support Business on bug and anomalies fixing
key accountabilities
key result / decision areas (outcomes)
- Work on ServiceNow TSM module (combinaison of ITSM & CSM) for customer and desk migration build better customer experience.
- Design, configure, and customize ServiceNow applications, modules, and workflows to meet business process requirements.
- Conduct thorough testing and validation of ServiceNow configurations to ensure quality and adherence to requirements.
- Assist in the creation of training materials and conduct training sessions for end-users to ensure successful adoption of ServiceNow solutions by customers.
- Stay up-to-date with the latest ServiceNow features, best practices, and industry trends to provide valuable insights for optimizing the platform's performance.
- Participate in ServiceNow-related and other projects, providing expertise and guidance on process improvements and implementation strategies.
- Create and execute business scenarios (verification) for the solution developed
- Produce key deliverables throughout the lifecycle of the project, for IT use as well as for business owners, such as solution proposals, user acceptance test plans, dependency matrices
- Works with the project manager/Scrum master/ project coordinator to define and clarify the requirements for the software to deliver for customer migration to SeviceNow CSM module.
- Provide technical support during UAT and go live. Use defect tracking system and follow resolution of defects
- Level 3 support to production issues for assigned appications within defined SLA
- Proven experience as a Functional expert to define Customer journey with a focus on ServiceNow implementation and configuration.
- In-depth knowledge of ServiceNow platform capabilities, specially on CSM modules to migrate customers.
- Collaborate with teams to troubleshoot and resolve issues, identifying opportunities for improvement.
- Hands-on experience with ServiceNow workflows, forms, business rules, UI policies, and other configuration elements.
- Expertize in ITIL framework and IT service management best practices.
- Excellent communication and interpersonal skills, with the ability to work collaboratively across teams and stakeholders.
- A proactive and adaptable attitude, able to handle multiple priorities and meet deadlines in a fast-paced environment.
- ServiceNow CSM certifications is required.
- Routinely demonstrate solution details during development & ensure rollout to production with business usage.
- Demonstrate an ability to present ideas to multiple stakeholders and gain consensus for these ideas.
- Excellent transversal coordination, facilitation, and leadership skills.
- Ability to build relationships and work across geographies, cultures, and functions.
- People management experience is preferrable.
- Working experience in SAFe, Scrum and Jira processes/methods.
- Telecom domain knowledge is mandatory.
- A certification in Business Analysis and Scrum will be a definite advantage
- Follow agile methodologies to ensure quicker delivery (early realization of business benefits). Support regression and integration testing. Mentor and coach junior team members on technical and business knowledge of application(s).
