Senior Business Analyst

Company Name: WillwareTechnologies
Role:Senior Business Analyst
Experience:8 Years
Location : Bangalore
WorkMode: Onsite

Role Summary

We are seeking aSenior Business Analyst with mandatory Broadband/ISP domain experienceto drive requirements process transformation and stakeholder alignment for broadband operations service assurance customer experience automation analytics and AI-driven initiatives.

The role acts as the bridge between business stakeholders broadband operations teams and technology delivery teams ensuring requirements are accurately captured documented validated and delivered successfully.

Mandatory Requirement:Candidates must have prior experience working with Broadband Service Providers ISPs Fiber Network Operators Broadband Operations Service Assurance OSS or Customer Operations environments.

Key Responsibilities

• Gather analyze document and manage business and functional requirements.
• Create BRDs FRSs User Stories Process Flows Use Cases and Acceptance Criteria.
• Conduct stakeholder workshops and requirement review sessions.
• Translate business and operational requirements into functional specifications for delivery teams.
• Document current-state and future-state business processes.
• Support broadband transformation initiatives related to:
  • Service Assurance
  • Fault Management
  • RCA
  • Customer Experience
  • Wi-Fi & CPE Operations
  • Trouble Ticketing
  • Automation & AI Use Cases
• Lead UAT planning execution defect tracking and business sign-offs.
• Define and baseline operational KPIs SLAs and business success metrics.
• Support governance activities status reporting RAID management and change requests.

Required Skills & Experience

• 8 years of Business Analysis experience.
• Mandatory Broadband/ISP domain experience.
• Good know how of:
  • FTTH/FTTx and GPON/XGS-PON Networks
  • OLT ONT/ONU BRAS/BNG Concepts
  • DHCP DNS AAA
  • Broadband Provisioning & Activation
  • Service Assurance & Fault Management
  • Customer Care & Trouble Ticketing Processes
  • Wi-Fi and CPE Operations
• Knowledge of broadband operational KPIs:
  • MTTR
  • MTTD
  • First Contact Resolution (FCR)
  • Service Availability
  • Repeat Fault Rate
  • Truck Roll Rate
• Expertise in:
  • Requirements Elicitation
  • Process Mapping
  • User Stories
  • Functional Specifications
  • Acceptance Criteria
  • UAT Coordination
  • Stakeholder Management
• Experience with Agile/Scrum delivery methodologies.

Tools

• Jira
• Confluence
• ServiceNow
• Microsoft Visio
• Microsoft Office Suite

Preferred Skills

• AI/ML Analytics Automation or Digital Transformation program experience.
• OSS/BSS transformation exposure.
• TR-069 / TR-369 knowledge.
• ITIL familiarity.
• Experience with AI RAG Knowledge Graphs Data Lakes or AI Governance frameworks.

Qualifications

• Bachelors Degree in Engineering Telecommunications Computer Science IT or related field.
• MBA is an advantage.
• CBAP PMI-PBA Agile BA Scrum SAFe or ITIL certifications preferred.

Required Skills:

Business AnalysisBroadband/ISPFTTH/FTTxDHCPProcess MappingStakeholder Management