Senior Migration Lead - Service Now

about the role

We are seeking a highly skilled Lead Business Analyst with knowledge of telecom domain and proficiency in ServiceNow. The ideal candidate will have a deep understanding of ServiceNow platform capabilities, business processes, and telecom services. As a Lead Business Analyst, you will play a pivotal role in driving the design, implementation, and optimization of ServiceNow solutions to support our telecom service offerings.

The mission of Senior Business Analyst is to:
- Requirement Elicitation and Analysis:
o Collaborate with stakeholders to gather and analyze business requirements
o Elicit, document, and analyze business requirements, processes, and workflows.
o Translate business requirements into clear and concise functional specifications for technical teams.
- ServiceNow Configuration and Customization:
o Utilize your knowledge in ServiceNow to suggest configuration and customization of the platform to meet the business requirements.
o Coordinate with Business stakeholders and ServiceNow dev team to deliver solutions for incident management, change management, service request fulfillment, and other IT service management processes.
- Co-manage the backlog with the Product Owner
o Breakown epic into detailed features and user stories
o Document and prioritize backlog
- Solution Design:
o Collaborate with System Architect to design solutions that meet business needs.
o Propose innovative and practical solutions to address business challenges.
o Ensure that proposed solutions align with the organizations strategic goals and technological capabilities.
- Stakeholder Communication:
o Serve as the primary point of contact for stakeholders, providing regular updates on project status, risks, and issues.
o Manage stakeholder expectations and ensure alignment between business requirements and ServiceNow solutions.
o Communicate complex technical concepts to non-technical stakeholders.
o Present findings, recommendations, and project updates to various audiences.
- Documentation:
o Create detailed documentation including business requirements, process flows, use cases, and user stories.
o Maintain accurate and up-to-date project documentation throughout the project lifecycle.
- Testing:
o Participate in system testing, user acceptance testing, and validation of implemented solutions.
o Ensure that delivered solutions meet the specified requirements and are of high quality.
- Process Improvement & Support:
o Identify areas for process optimization and efficiency enhancement.
o Recommend process improvements and assist in their implementation.
o Support Business on bug and anomalies fixing

9+ years experience in business analysis with minimum 5 years experience in ServiceNow implementation specially focusing on customer migration to CSM module.
Good level of practiced technical knowledge.
Completion of at least one of the following:
Certified System Administrator,
Certified Implementation Specialist CSM,
Certified Implementation Specialist - Software Asset Management
Agile methodology or SAFe is must (Scrum implementation)

ServiceNow ITSM & CSM certification required & ITIL certification prefarable.
Telecom background with interaction of customer over self-service portal.
Strong troubleshooting skills on ServiceNow platform and capability to propose new solutions to business problem.
Ability to build up good intimacy and partnership with the business

Chief Technology Info Office

Orange Business is a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business. Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.