Job Title Senior Business Analyst-ServiceNow Sales and Order Management (SOMT) (Hybrid / Remote Experience 5-8+ years Work Mode Mohali (Onsite) / Remote Domain Telecom / Fiber / Enterprise Connectivity Platform ServiceNow Sales and Order Management (SOMT) Engagement Enterprise ServiceNow Implementation and Transformation

About the Role
We are seeking an experienced Senior Business Analyst with strong functional knowledge of ServiceNow Sales and Order Management (SOMT) and Telecom business processes. You will work closely with client stakeholders, Solution Architects, Technical Architects and development teams to understand business needs, define future-state workflows, and translate them into functional specifications and user stories. The program covers the Lead-to-Quote, Quote-to-Order, Order-to-Cash, Order-to-Bill and Service Fulfillment journeys, including MACD (Move, Add, Change, Disconnect) processes. A solid understanding of the Telecom service lifecycle, including product and service ordering, order orchestration, provisioning, inventory and billing, is essential.

Key Responsibilities
Requirement Gathering and Analysis
• Conduct discovery workshops and requirement sessions with business stakeholders
• Analyze AS-IS processes, define TO-BE workflows, and identify gaps and automation opportunities
• Translate business requirements into functional specifications and user stories
• Validate requirements against ServiceNow SOMT capabilities with Solution Architects
• Maintain requirement traceability throughout the implementation lifecycle ServiceNow SOMT Functional Expertise
• Work on Product Catalog, Product Offering, Product Specification and Product Inventory concepts
• Define the Opportunity, Quote, Order,



Order Line Item and Service Order lifecycles
• Define business rules, validations, approvals and order orchestration requirements
• Identify out-of-the-box capabilities versus configuration needs and functional gaps Telecom Process and MACD
• Document the Telecom service lifecycle and MACD scenarios: New Order, Renewal, Add, Modify, Move, Cease/Disconnect, Restoration, Suspension/Protected Custody and Resumption
• Define validations, dependencies, approvals and fulfillment activities for each scenario
• Work with Master ID, Service ID, Circuit ID and Sold Product Inventory relationships
• Define requirements for feasibility, capacity checks, technical approvals and supplier dependencies Quote-to-Order and Order-to-Bill
• Document Q2O, O2C and O2B journeys, including order creation and enrichment
• Define pricing, recurring and non-recurring charges, and contract requirements
• Define billing milestones, activation dependencies and billing handover
• Define integrations and cross-system dependencies with business and technical teams Documentation and Fit-Gap Analysis
• Prepare BRD, FRD and Solution Specification documents
• Write detailed user stories with acceptance criteria covering positive, negative and exception scenarios
• Create process flow diagrams using Visio, Draw.io or similar tools
• Define task workflows: triggers, assignment groups, SLAs,



dependencies and approvals
• Conduct fit-gap analysis, evaluate customization needs and recommend process simplification Collaboration and Delivery
• Act as the primary functional point of contact between business and technical teams
• Participate in sprint planning, backlog refinement and prioritization
• Conduct client walkthroughs and demos, and support SIT, UAT and defect resolution
• Track open questions, assumptions, dependencies and decisions Required Skills and Qualifications
• 5-8+ years as a Business Analyst in enterprise IT implementations
• Minimum 2-3 years of ServiceNow experience, preferably in SOMT or Order Management
• Strong experience in Telecom business processes and service lifecycle management
• Hands-on experience in requirement gathering, functional analysis and process documentation
• Experience writing detailed user stories and business-focused acceptance criteria
• Experience conducting fit-gap analysis for enterprise ServiceNow implementations
• Understanding of ServiceNow product, order, service and inventory data models
• Working knowledge of Agile (Scrum, Jira) and process modelling tools (Visio, Draw.io)
• Excellent communication, analytical and presentation skills Key Deliverables
• BRD and FRD
• AS-IS and TO-BE process flows
• Fit-Gap Analysis Workbook
• User stories and acceptance criteria
• Functional Solution Specification
• MACD process and workflow documentation
• Business Rules and Validation Matrix
• Task Dependency and Approval Matrix
• Requirement Traceability Matrix
• SIT and UAT scenarios
• Meeting minutes, decisions and open clarifications

📌 Senior Business Analyst, ServiceNow Sales and Order Management (India)
🏢 AvanteNow
📍 India