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About the role
As a Lead Designer with expertise in the telecom domain and proficiency in ServiceNow, particularly the CSM module, you will be responsible for driving the design, implementation, and optimization of ServiceNow solutions to support telecom service offerings. Your key responsibilities will include: - Requirement Elicitation and Analysis: - Collaborate with Customers & internal stakeholders to gather and analyze business requirements - Elicit, document, and analyze business requirements, processes, and workflows - Translate business requirements into clear functional specifications for technical teams - ServiceNow Configuration and Customization: - Suggest configuration and customization of the ServiceNow platform, especially focusing on the CSM module, to meet business requirements - Coordinate with Business stakeholders and ServiceNow dev team for delivering solutions for IT service management processes - Co-manage the backlog with the Product Owner: - Breakdown epic into detailed features and user stories - Document and prioritize backlog - Solution Design: - Collaborate with System Architect to design solutions aligned with business needs - Propose innovative solutions to address business challenges - Stakeholder Communication: - Serve as the primary point of contact for stakeholders, providing regular updates on project status - Communicate complex technical concepts to non-technical stakeholders - Present findings, recommendations, and project updates to various audiences - Documentation: - Create detailed documentation including business requirements, process flows, use cases, and user stories - Maintain accurate project documentation throughout the lifecycle - Testing: - Participate in system testing, user acceptance testing, and validation of implemented solutions - Ensure delivered solutions meet specified requirements and are of high quality - Process Improvement & Support: - Identify areas for process optimization and efficiency enhancement - Recommend process improvements and assist in their implementation - Support Business on bug fixing and anomalies About you: Key Accountabilities: - Work on ServiceNow TSM module for customer and desk migration - Design, configure, and customize ServiceNow applications to meet business process requirements - Conduct thorough testing and validation of ServiceNow configurations - Stay updated with the latest ServiceNow features and industry trends - Participate in ServiceNow-related projects and provide expertise on process improvements - Provide technical support during UAT and go-live - Produce key deliverables for IT use and business owners - Demonstrate an ability to present ideas to multiple stakeholders - Excellent communication and interpersonal skills - Telecom domain knowledge is mandatory Key Results: - Proven experience as a Functional expert in ServiceNow implementation - In-depth knowledge of ServiceNow platform capabilities, particularly CSM modules - Hands-on experience with ServiceNow workflows, forms, and configuration elements - Expertise in ITIL framework and IT service management best practices - A proactive attitude with the ability to handle multiple priorities - ServiceNow CSM certifications required - People management experience is preferable - Working experience in SAFe, Scrum, and Jira processes - Certification in Business Analysis and Scrum will be an advantage As a Lead Designer with expertise in the telecom domain and proficiency in ServiceNow, particularly the CSM module, you will be responsible for driving the design, implementation, and optimization of ServiceNow solutions to support telecom service offerings. Your key responsibilities will include: - Requirement Elicitation and Analysis: - Collaborate with Customers & internal stakeholders to gather and analyze business requirements - Elicit, document, and analyze business requirements, processes, and workflows - Translate business requirements into clear functional specifications for technical teams - ServiceNow Configuration and Customization: - Suggest configuration and customization of the ServiceNow platform, especially focusing on the CSM module, to meet business requirements - Coordinate with Business stakeholders and ServiceNow dev team for delivering solutions for IT service management processes - Co-manage the backlog with the Product Owner: - Breakdown epic into detailed features and user stories - Document and prioritize backlog - Solution Design: - Collaborate with System Architect to design solutions aligned with business needs - Propose innovative solutions to address business challenges - Stakeholder Communication: - Serve as the primary point of contact for stakeholders, providing regular updates on project status - Communicate complex technical concepts to non-technical stakeholders - Present findings, recommendations, and project updates to various audiences - Documentation: - C
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