Gather, analyze, and document business requirements from telecom stakeholders.Translate business needs into
functional specifications and ServiceNow solutions.Work closely with ServiceNow developers, architects, and telecom SMEs to ensure successful delivery.Understand telecom processes such as:
-
Order Management
-
Service Fulfillment
-
Network Operations (OSS)
-
Billing & CRM (BSS)
Configure and support ServiceNow modules like:
-
ITSM (Incident, Problem, Change)
-
ITOM / CMDB
-
Customer Service Management (CSM)
Facilitate requirement workshops, stakeholder meetings, and demo sessions.Create user stories, BRDs, FRDs, workflow diagrams, and process maps.Participate in UAT (User Acceptance Testing) and ensure business sign-off.Conduct gap analysis between current telecom systems and ServiceNow capabilities.Ensure alignment with ITIL best practices.Act as a liaison between business, operations teams, and IT.
