ServiceNow BA - #2177105

We are seeking a Telecom Process Consultant with experience in telecom business processes and ServiceNow ITSM to support business process transformation, IT service management, and digital transformation initiatives. The ideal candidate will combine telecom domain knowledge with ITSM process expertise to analyze business requirements, optimize workflows, and support ServiceNow implementations and enhancements.

Key Responsibilities

• Analyze and document telecom business processes across Lead-to-Cash (L2C), Order-to-Cash (O2C), Service Fulfilment, Service Assurance, and Trouble-to-Resolve.

• Assess existing ITSM processes and recommend improvements aligned with ITIL best practices.

Support ServiceNow ITSM implementation, configuration, enhancement, and process optimization initiatives.

• Work on core ServiceNow ITSM processes, including Incident Management, Problem Management, Change Enablement, Request Management, and Knowledge Management.

Gather business requirements and translate them into process designs, functional specifications, user stories, and acceptance criteria.

• Conduct current-state and future-state assessments, gap analysis, process mapping, and root-cause analysis.

• Collaborate with telecom business stakeholders, solution architects, developers, platform administrators, and delivery teams.

• Support ServiceNow workflow design, requirements validation, UAT, defect resolution, and deployment activities.

• Contribute to telecom OSS/BSS transformation and integration initiatives involving service assurance, service provisioning, and operational support.

• Facilitate stakeholder workshops and prepare process documentation, solution presentations, and recommendations.

• Ensure process designs align with ITIL practices and relevant TM Forum frameworks, where applicable.

ServiceNow ITSM & OSS/BSS

This title positions the role at the intersection of telecom domain consulting and ITSM transformation, rather than as a purely technical ServiceNow developer.

Required Skills

• Hands-on experience or strong functional knowledge of ServiceNow ITSM.

• Understanding of Incident, Problem, Change, Request, and Knowledge Management processes.

• Knowledge of ITIL principles and IT service management lifecycle processes.

• Understanding of telecom business processes and OSS/BSS systems.

• Experience in business analysis, process consulting, requirements gathering, and process improvement.

• Ability to create process flows, functional requirements, user stories, and UAT scenarios.

• Strong stakeholder management, communication, analytical, and problem-solving skills.

Preferred Skills

• ServiceNow ITSM implementation or transformation experience.

• ServiceNow platform knowledge, including workflows, Flow Designer, Service Catalog, CMDB, and integrations.

• Familiarity with ITIL 4 and TM Forum frameworks such as eTOM and Open APIs.

• Exposure to telecom service assurance, incident-to-resolution workflows, and operational support processes.

• Experience with ServiceNow integrations, platform enhancements, and legacy ITSM migrations.

• Familiarity with Agile methodologies, Jira, Azure DevOps, and process modelling tools.

Qualifications

• Bachelor’s degree in Engineering, Computer Science, Business, or a related discipline.

• ServiceNow CSA, CIS-ITSM, or ITIL certification would be an advantage.

Ideal Candidate Profile

A process-oriented consultant who understands telecom operations, can translate business needs into ServiceNow ITSM requirements, and can bridge the gap between business stakeholders and technical delivery teams.