AYAN InfoTech is looking for ServiceNow Business Analyst to join an exciting project based in Sydney The role offers you the opportunity to contribute towards an extremely well structured and mature environment, working on sophisticated enhancement projects.
Role: ServiceNow Business Analyst
Location: Sydney
Mode of Employment: : Permanent position
Open for Contract: 6+ Months with high possible extensions (Melbourne Location)
Job Summary:
A Technical ServiceNow Business Analyst in the telecom sector acts as the bridge between technical teams and business stakeholders, translating telecom-specific operational needs (like Order Management for Telecommunications - OMT, CSM, or ITOM) into functional ServiceNow workflows. They analyze processes, document user stories, facilitate workshops, and support Testing (UAT) to implement scalable ServiceNow solutions.
Key Responsibilities:
- Requirements Gathering: Translating complex business needs into actionable user stories, acceptance criteria, and functional specifications.
- Process Optimization: Mapping "As-Is" to "To-Be" processes for telecom operations, specifically focusing on ServiceNow Telecom Service Management (TSM), Customer Service Management (CSM), or Order Management for Telecommunications (OMT).
- Technical Liaison: Bridging the gap between business stakeholders and developers to guide technical configuration.
- Testing & Validation: Supporting System Integration Testing (SIT) and User Acceptance Testing (UAT), including debugging instance issues.
- Workflow Mapping: Improving end-to-end ITIL processes within ServiceNow, such as incident management, change management, and service catalog optimization.
- Platform Knowledge: Strong technical understanding of ServiceNow modules (ITSM, ITOM, CSM, TSM).
- Telecom Expertise: Deep understanding of telecom-specific processes and compliance.
- Technical Proficiency: Familiarity with scripting (JavaScript), web technologies (HTML, CSS), and ServiceNow data models.
- Agile Methodology: Experience working in Scrum/Agile environments.
- Certifications: ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS) and ITIL v4 certification are highly regarded.
Contact: 61-(02) 7207 6926 for more details.
Please note we will be able to contact only shortlisted candidates for this role. We thank you in advance for your interest.
