Business Analyst – ServiceNow SOMT

Job Title: Business Analyst – ServiceNow SOMT
Experience: 5+ Years
Location: Remote
Shift: 10:00 AM – 7:00 PM IST
Employment Type: Contractual
Domain: Telecom / Service Management
Joining: Immediate Joiners Preferred

Role Overview

We are looking for an experienced Business Analyst with strong ServiceNow SOMT (Service Order Management for Telecommunications) exposure to support telecom service management and digital transformation initiatives.

The ideal candidate should have strong experience in Telecom Service Management, ServiceNow SOMT, telecom order lifecycle management, SPM (Strategic Portfolio Management), business process analysis, and requirements gathering.

The candidate will work closely with business stakeholders, Solution/Technical Architects, Product Owners, development teams, and delivery teams to understand business requirements, translate them into functional specifications, and support end-to-end implementation of telecom service management solutions.

Key Responsibilities
Gather, analyze, and document business requirements from telecom business stakeholders.
Work extensively on ServiceNow SOMT / Service Order Management for Telecommunications processes.
Analyze and document end-to-end telecom service and order lifecycle processes.
Understand business requirements related to telecom service ordering, fulfillment, provisioning, activation, modification, suspension, and termination.
Collaborate with Solution Architects and technical teams to translate business requirements into functional solutions.
Prepare BRD, FRD, user stories, functional specifications, process flows, and acceptance criteria.
Work with Product Owners and stakeholders to define and prioritize requirements.
Identify gaps between existing business processes and the proposed ServiceNow SOMT solution.
Support ServiceNow SPM (Strategic Portfolio Management) related business processes and requirements.
Participate in requirement workshops, stakeholder discussions, solution walkthroughs, and sprint ceremonies.
Define AS-IS and TO-BE business processes and identify opportunities for process optimization.
Work closely with development and QA teams to clarify requirements and resolve functional issues.
Support UAT planning, test case validation, defect analysis, and business sign-off.
Coordinate with multiple teams to ensure successful delivery of telecom transformation initiatives.
Maintain requirement traceability and ensure alignment between business requirements and delivered functionality.
Support post-implementation validation and continuous process improvements.

Required Skills
5+ years of experience as a Business Analyst, preferably in Telecom / IT Service Management.
Strong hands-on exposure to ServiceNow SOMT / Service Order Management for Telecommunications.
Strong understanding of Telecom Service Management and telecom order lifecycle.
Experience working with ServiceNow and understanding of its business processes and modules.
Good understanding of Service Order Management, order decomposition, orchestration, fulfillment, provisioning, and service activation.
Exposure to ServiceNow SPM (Strategic Portfolio Management).
Strong experience in requirements gathering, business process analysis, and functional documentation.
Experience creating BRD, FRD, user stories, process flows, use cases, and acceptance criteria.
Strong understanding of AS-IS / TO-BE process mapping.
Experience working in Agile/Scrum environments.
Strong stakeholder management and communication skills.
Ability to work effectively with business users, architects, developers, QA, and delivery teams.

Good to Have :
Experience in Telecom / ISP / Fiber / Broadband / Network services.
Knowledge of telecom products, services, and service fulfillment processes.
Understanding of TM Forum / eTOM / SID frameworks.
Exposure to telecom OSS/BSS systems and integrations.
Knowledge of APIs and system integrations from a functional perspective.
Experience with ServiceNow Telecom Service Management solutions.
Experience supporting UAT and production implementation.
Experience working on large-scale telecom digital transformation projects.

Key Competencies
Business & Requirements Analysis
ServiceNow SOMT
Telecom Service Management
Telecom Order Lifecycle
Service Order Management
Service Fulfillment & Provisioning
ServiceNow SPM
Process Mapping & Optimization
BRD / FRD / User Stories
Stakeholder Management
UAT & Functional Testing
Agile/Scrum