ServiceNow Design Lead - AI & Automation Capabilities

About Us

Join us at Orange Business!

We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business.

Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.

About The Role

We are seeking a highly skilled Lead Designer with knowledge of telecom domain and proficiency in ServiceNow. The ideal candidate will have a deep understanding of ServiceNow platform capabilities, business processes, and telecom services. As a Lead Designer, you will play a pivotal role in driving the design, implementation, and optimization of ServiceNow solutions to support our telecom service offerings.

The Mission Of Lead Designer Is To

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 and concise functional specifications for technical teams. ServiceNow Configuration and Customization: Utilize your knowledge in ServiceNow specially focusing on NowAssist module to suggest configuration and customization of the platform to meet the business requirements. Coordinate with Business stakeholders and ServiceNow dev team to deliver solutions for incident management, change management, service request fulfillment, and other IT service management processes. Co-manage the backlog with the Product Owner Breakown epic into detailed features and user stories Document and prioritize backlog Solution Design: Collaborate with System Architect to design solutions that meet business needs. Propose innovative and practical solutions to address business challenges. Ensure that proposed solutions align with the organization's strategic goals and technological capabilities. Stakeholder Communication: Serve as the primary point of contact for stakeholders, providing regular updates on project status, risks, and issues. Manage stakeholder expectations and ensure alignment between business requirements and ServiceNow solutions. 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 and up-to-date project documentation throughout the project lifecycle. Testing: Participate in system testing, user acceptance testing, and validation of implemented solutions. Ensure that delivered solutions meet the 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 and anomalies fixing

About You

9+ years experience in business analysis with minimum 2 years experience in ServiceNow implementation specially focusing on customer migration with NowAssist module. Good level of practiced technical knowledge. Agile methodology or SAFe is must (Scrum implementation)

Completion Of At Least One Of The Following

Certified System Administrator, Certified Implementation Specialist – CSM, Certified Implementation Specialist - Software Asset Management

The Main Responsibilities Related To The Lead Designer Are

NowAssist use cases to be created & implement based on business interaction. Implementation of Agentic AI & Gen AI capabilities based on best practices of NowAssist. Ability to work with aggressive schedules. Ability to lead end to end delivery. Follow Agile processes, groom user stories along with business & IT teams. Prepare functional specification documentation Support all analysis and design activities, and closely work with other teams involved in the project, including development team, testing team and business users Prioritize requirements based on relative business importance Work with developments teams Perform functional testing Support regression and integration testing Take requirement related decisions Groom the Product Backlog as and when needed. Prepare users stories, which have details of technical (non-functional)) requirements as well. Ensure delivery with business expectation (entrance criteria within user stories). Participate in application evolution by contributing technical enhancement to the applications Provide UAT support. Provide third level support to production issues from assigned application within defined SLA. Develop business as well as technical knowledge on the applications. Lead project review meetings to gain business confidence.

Skill Profile

ServiceNow ITSM & CSM certification required & ITIL certification preferable.

Telecom background with interaction of customer over self-service portal.

Strong troubleshooting skills on ServiceNow platform and capability to propose new solutions to business problem. Ability to build up good intimacy and partnership with the business

You bring passion, energy, taste for exploration and adaptability. You seek the opportunity to expand your knowledge and develop new skills.

What We Offer

Global Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world. Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working). Professional Development: training programs and upskilling/re-skilling opportunities. Career Growth: Internal growth and mobility opportunities within Orange. Caring and Daring Culture: Health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events. Reward Programs: Employee Referral Program, Change Maker Awards.

Only Your Skills Matter

Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neurotype, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs.