Technical Business Analyst (ServiceNow)

Job Description

iOPEX Technologies is seeking to hire a highly specialized Technical Business Analyst to support our major telecom client's ServiceNow Value Cluster . This role will focus on analyzing and translating business/operations requirements from large and mid-market customer contracts into ServiceNow specifications, with the ultimate objective of migrating customer support agents from legacy technical applications to ServiceNow. Key Client Context Position supports the client's Value Cluster area for ServiceNow. Role bridges operations/business teams and ServiceNow implementation/development team. Focus is on large and mid-market customer contracts (non-SMB). Critical objective: Accelerate requirements-to-implementation cycle from months to 1-2 weeks by standardising requirements/template. Ultimate goal : Successfully migrate customer support agents from legacy applications to ServiceNow. Key Responsibilities Understand and interpret the "voice of operations" and business teams handling large customer contracts. Analyze current tools ecosystem (primarily NGST but also other auxiliary systems) used by operations teams. Translate as-is operational processes and requirements into ServiceNow specifications. Create standardized templates for requirement gathering and analysis to streamline the ServiceNow implementation process. Develop feasibility assessments and provide specific recommendations for ServiceNow implementation. Act as technical liaison between operations teams and the ServiceNow implementation team. ServiceNow implementation team will create low-level design documents. Build and maintain standardized processes for converting business requirements to ServiceNow specifications. Identify optimization opportunities during the translation process. Support the migration of customer support agents from legacy systems to ServiceNow. Required Skills Experience 3+ years as a Technical Business Analyst with focus on systems implementation. Strong technical understanding of ServiceNow platform architecture and capabilities. Experience working with large enterprise telecommunications operations. Proven ability to translate complex business processes into technical specifications. Experience with large-scale customer contract management systems. Strong understanding of ITIL framework and its implementation within ServiceNow. Experience creating standardized templates for requirement analysis. Demonstrated success in reducing implementation cycles through process optimization. Experience working with legacy platform migrations to modern cloud platforms. Background in agent support systems and transition planning. Technical Requirements Deep understanding of ServiceNow platform capabilities and technical components. Experience with ServiceNow modules including Customer Service Management , ITSM, and Contract Management. Knowledge of telecommunications industry systems and workflows. Experience in requirements traceability and verification methodologies. Understanding of agent support tools and customer management systems. Additional Qualifications ServiceNow technical certifications highly desired. ITIL v4 certification preferred. Experience with large and mid-market customer management in telecommunications. Demonstrable experience in reducing implementation timeframes through standardized analysis approaches. Background in agent training and transition management.