ServiceNow Business Analyst (Telecom) - 6 months contract

Insighture is a leading technology consultancy that drives digital transformation for businesses worldwide. With a team of over 85 expert consultants, the company delivers tailored, high-impact strategies and solutions, enabling scalable product engineering. As an AWS partner, Insighture excels in co-integrated cloud services. It has collaborated with more than 50 clients globally, guiding them through cloud adoption, DevOps transformation, enterprise modernisation, and more.

The team’s expertise spans Cloud-Native Development, Solutions Architecture, UI/UX, Quality Engineering, Data Engineering, AI/ML, and DevSecOps. These capabilities empower businesses to achieve impactful and innovative outcomes.

In 2024, Insighture achieved ISO certification and was recognised as a Great Place to Work, earning three prestigious awards: Best Workplace in Sri Lanka, Best Workplace for Technology, and Best Workplace for Young People. Insighture's technology and expertise are embedded in the work of internationally recognised care providers, global freight operations, child protection systems, and health tech platforms across Australia, the UK, and Singapore.

We are seeking a motivated and detail-oriented ServiceNow Business Analyst (Telecom) to join our growing team.

Qualifications:

• Bachelor’s degree in Computer Science, Information Systems, Business, or a related field.
• Minimum of 10 years of professional experience.
• 4-6 years as a Business Analyst, with at least 2-3 years of hands-on experience in ServiceNow implementations is a must.
• Strong experience working in the Telecommunications domain.
• Proven experience as a ServiceNow Business Analyst.
• Must have experience with the Mandatory Telecom domain (network operations, service delivery, 5G/fiber preferred).
• Strong hands-on experience with ServiceNow modules: TSM, CSM, ITSM.
• Excellent communication and stakeholder management skills.
• Strong commitment, proactive attitude, and “go-getter” mindset.
• Experience writing user stories, acceptance criteria and managing backlogs.
• Solid understanding of Agile/Scrum methodologies.
• Experience with Field Service Management (FSM).
• Knowledge of CMDB / CSDM (Common Service Data Model).
• Familiarity with eTOM / TM Forum frameworks.
• ServiceNow Certifications: CSA or CIS (CSM / ITSM).
• Experience using Jira or Azure DevOps.

Role & Responsibilities:

• Act as the primary liaison between business stakeholders and technical teams.
• Lead requirement gathering workshops and translate business needs into ServiceNow user stories.
• Perform As-Is / To-Be process mapping for telecom operations.
• Design and optimize workflows within ServiceNow Telecom Service Management (TSM).
• Collaborate with developers and architects during ServiceNow configuration and implementation.
• Support System Integration Testing (SIT) and User Acceptance Testing (UAT).
• Manage stakeholders through regular updates, demos, and show-and-tell sessions.
• Maintain high-quality documentation including BRDs, process flows, and SOPs.