Business Analyst – ServiceNow SOMT

Accountabilities • Lead business analysis and requirements definition for ServiceNow SPM and SOMT functionalities, ensuring solutions address complex business and operational needs.

• Gather, document, and validate stakeholder requirements, translating them into clear business requirements and actionable technical specifications.

• Facilitate Agile/Scrum ceremonies, including sprint planning and reviews, to maintain alignment between business priorities and development activities.

• Plan and manage User Acceptance Testing (UAT), coordinating stakeholders, validating solution functionality, and helping ensure deliverables meet business expectations.

• Serve as the primary liaison between business stakeholders, development teams, and other cross-functional partners, managing feedback and expectations throughout the delivery lifecycle.

• Apply relevant TM Forum standards and frameworks, including eTOM, Operations Support Systems (OSS), and Business Support Systems (BSS), to improve service management workflows where applicable.

• Analyze the end-to-end telecom order lifecycle, identify inefficiencies and bottlenecks, and recommend process improvements that accelerate order fulfillment.

• Collaborate with cross-functional teams to support the implementation, deployment, and adoption of ServiceNow solutions within the telecommunications domain.

• Drive continuous improvement by assessing service management processes and ensuring solutions remain aligned with operational goals.

Requirements:

• At least 5 years of professional experience in business analysis, preferably within IT services and service management environments.

• Proven expertise in ServiceNow SPM and SOMT, including the ability to assess, configure, or optimize platform capabilities to achieve business outcomes.

• Strong knowledge of Agile/Scrum methodologies and practical experience facilitating Agile ceremonies and coordinating delivery activities.

• Hands-on experience managing User Acceptance Testing, validating business requirements, and coordinating issue resolution.

• Demonstrated stakeholder management skills, with the ability to gather requirements, communicate clearly, and translate business needs into technical specifications.

• A solid understanding of telecommunications service management principles and the end-to-end telecom order lifecycle.

• Familiarity with TM Forum standards and frameworks, particularly eTOM, OSS, and BSS, is highly advantageous.

• Strong analytical and problem-solving skills, with the ability to assess complex workflows, identify operational gaps, and recommend effective improvements.

• Excellent communication and collaboration skills, with the ability to work effectively across business and technical teams.

• A structured, detail-oriented approach and a commitment to delivering high-quality solutions that support business objectives.

Benefits:

• Salary: ₹12–15 lakh per annum (LPA), as stated in the original job listing.

• Work arrangement: Remote position based in India.

• Employment type: Full-time.

• Opportunity to work with ServiceNow service management capabilities in the telecommunications domain.

• Exposure to Agile delivery practices, cross-functional collaboration, and telecom process optimization.

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