Job description / Role
Job purpose
The CTIO department is in charge of decision-making information systems, serving Orange Business different line of businesses such as marketing, pre-sales, sales, production, after-sales services, and customer-service for both France and international domains.
In this context, the ServiceNow development Cairo Team is a team within CTIO, aiming building customer and partner solutions using the Service Now platform and maintaining them. This is a main building block in helping the customers in their digital transformation journey.
Key Tasks and Responsibilities
The Service Now Business Analyst will be the interface between the business teams from one side and the development team on the other side. He/ She will be working closely with the product owner, technical lead, the SCRUM master managing the project and architect in addition to the product IT delivery manager.
In an Agile context, the service now BA is required to undertake the following responsibility:
- Transforming business needs into functional / IT expressions.
- Studying the impact of any projects on the solution being built and proposing solutions in-line with the project needs and objectives.
- Working with business teams to define the following:
- KPIs definitions
- SLA calculations
- Acceptance testing.
- Defining the interface contract with other back-office definition
- Tracking the user experience, collecting, analyzing and prioritizing the feedbacks in collaboration with our business owners.
- Release deployment support as well as supporting the users during the early support life-cycle phase.
- Fully understand the ServiceNow ecosystem
- Learning service now technology as needed.
- Build complex solutions using service now.
To achieve all the above the business analyst will interlock and collectively work closely with the following stakeholders:
- Business teams
- Project managers
- Delivery teams
- Production teams
- Application managers
Requirements
Functional Skills:
- Principles, methods and techniques for effective management of projects.
- Good knowledge about the agile methodologies
- Experience in IT solution design.
- Excellent functional understanding of some of the main telecommunication operations function (Service Delivery, IP reporting, Service Fulfillment, Service Assurance, Customer Relation Management CRM, Reporting, Billing)
- Sound understanding of IT industries, solutions and technologies including networks and IT services
- Excellent organizational and communication skills with the ability to analyze and summarize.
- Presentation, coaching and mentoring skills
- Customer experience awareness
- Excellent negotiations skills with the ability to propose solutions / alternatives and argue in addition to the ability to take initiatives.
- Excellent ability to listen while knowing how to convince and stay decisive.
- Prioritization and time management
- Teamwork, simplicity, agility, flexibility, adaptability, result driven and autonomous
Technical Skills:
- ITIL knowledge (Expert certificate is a plus)
- ServiceNow technology knowledge (certificate is a plus)
- Previous working experience in Agile and DevOps
- Proficiency in the below is a plus:
- Experience using advanced JavaScript libraries and frameworks such as AngularJS, ReactJS, etc..
- Database (SQL server/MySQL/MongoDB/Cassandra)
Department
Chief Technology Info Office
Orange Business manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.
About the Company
Orange is one of the world’s leading telecommunications operators with sales of 43.5 billion euros in 2022 and 136,000 employees worldwide at 31 December 2022, including 75,000 employees in France. The Group has a total customer base of 287 million customers worldwide at 31 December 2022, including 242 million mobile customers and 24 million fixed broadband customers. The Group is present in 26 countries. Orange is also a leading provider of global IT and telecommunication services to multinational companies under the brand Orange Business.