Service Management Analyst

Experienced ServiceNow BA with strong expertise in Service Management, Trouble-to-Resolve (T2R), and Assurance processes within the telecom B2B domain. Skilled in requirements gathering, business process modelling, portfolio integration, and end-to-end solution design. Hands-on exposure to ServiceNow TMT, Order Management for Telecommunications (OMT), and Sales & Order Management (SOM) modules.

Proficient in BSS / OSS concepts, wireline connectivity, workflows, integrations, and data mapping. Experienced in creating E2E customer journeys, capability mapping, and solution blueprints in alignment with IT architecture and governance frameworks.

Well-versed with Agile (SAFe), Jira, Confluence, and collaborating with global stakeholders, particularly from Germany / Europe. Strong understanding of process optimisation, requirement traceability, and cross-functional communication. Knowledge of leveraging AI-driven analysis is an added advantage.