We are seeking an experienced ServiceNow Business Analyst (BA) or Business Process Consultant (BPC) with a deep understanding of the Telecommunications domain and hands-on experience with ServiceNow Telecommunications Service Management (TSM), Order Management for Telecommunications (OMT), and Configure, Price, Quote (CPQ) solutions. The ideal candidate will excel at driving business process improvements, aligning technology solutions with business needs, and delivering successful digital transformations within telecom environments.
Key Responsibilities:
Business Analysis & Process Optimization:
o Collaborate with telecom stakeholders to gather and analyze business requirements, ensuring alignment with strategic goals and operational objectives.
o Lead workshops and interviews to identify process gaps, inefficiencies, and opportunities for improvement in telecom service management, order management, and sales processes.
o Map current and future state processes, providing recommendations for streamlining and automation to enhance efficiency and service delivery.
Telecommunications Expertise:
o Utilize in-depth knowledge of the telecom industry to drive tailored ServiceNow solutions, focusing on service management, order management, and sales processes.
o Understand the nuances of telecom operations, including network services, customer service, order fulfillment, and pricing strategies, to provide impactful business solutions.
ServiceNow Implementation & Optimization:
o Serve as a subject matter expert (SME) in ServiceNow modules specific to telecommunications, including TSM, OMT, and CPQ.
o Collaborate with technical teams to configure and customize ServiceNow solutions, ensuring that they meet business requirements and adhere to best practices.
o Ensure that the ServiceNow platform effectively supports telecom-specific use cases, including service requests, order orchestration, and customer interactions.
Order Management for Telecommunications (OMT):
o Design and optimize OMT processes, focusing on end-to-end order lifecycle management, from order creation to fulfillment and billing.
o Collaborate with cross-functional teams to streamline order orchestration, reduce cycle times, and enhance customer satisfaction.
Configure, Price, Quote (CPQ) Implementation:
o Lead the implementation and optimization of CPQ processes within the telecom domain, focusing on pricing strategies, product configuration, and quoting.
o Work with sales, product management, and finance teams to ensure accurate and efficient CPQ operations, supporting faster deal closures and revenue growth.
Stakeholder Engagement:
o Act as the bridge between business stakeholders, technical teams, and external partners to ensure alignment and successful project delivery.
o Communicate project status, risks, and opportunities to senior management, ensuring transparency and proactive issue resolution.
Project Leadership:
o Lead and manage project activities, ensuring that timelines, budgets, and deliverables are met.
o Provide guidance and mentorship to junior analysts or consultants, fostering a culture of knowledge sharing and continuous improvement.
Qualifications & Experience:
o 8+ years of exp as a Business Analyst or Business Process Consultant and 2+ years of experience in the Telecommunications domain.
o Hands-on experience with ServiceNow TSM, OMT, and CPQ modules, with a proven track record of successful implementations and process optimizations.
Skills & Competencies:
o Strong hands on experience on ServiceNow platform, experienced in consulting and implementing solutions especially in Telecommunications domain.
o Strong understanding of telecommunications operations, service management, order management, and sales processes.
o Experience / Knowledge in ServiceNow CSM and FSM.
o Proficiency in ServiceNow platform configuration and customization, specifically in telecom-related modules.
o Excellent analytical and problem-solving skills with the ability to translate complex business requirements into actionable technical solutions.
o Strong communication, presentation, and stakeholder management skills.
o Experience with project management, including scope definition, risk management, and resource planning.
o Experience / Knowledge in at least one of ITSM, SPM.
Certifications:
o ServiceNow System Administrator (CSA)
o ServiceNow Certified Implementation Specialist in at least one of TSM, OMT, & CPQ.
o ServiceNow Certified Implementation Specialist in CSM & FSM (Preferred).
o ITIL Foundation certification (Preferred)
o Relevant certifications in Business Analysis or Project Management, e.g., CBAP, PMP (Preferred).