ServiceNow Architect / Lead – Telecom Service Management (TSM)

Job Summary

We are seeking a highly skilled ServiceNow Architect / Lead with strong expertise in Telecom Service Management (TSM). The ideal candidate will be responsible for designing, implementing, and leading end-to-end ServiceNow solutions with a focus on telecom operations, service assurance, and network lifecycle management. This role requires deep platform knowledge, strong leadership skills, and the ability to align ITSM and TSM capabilities with business outcomes.

Key Responsibilities

Architecture & Design

• Define and implement scalable ServiceNow architecture with a focus on TSM modules.
• Design end-to-end telecom service lifecycle workflows including Service Fulfillment, Service Assurance, and Inventory.
• Lead solution design workshops and translate business requirements into technical solutions.
• Ensure alignment with enterprise architecture and integration standards.

TSM Module Expertise

• Lead implementation and optimization of:
  • Telecom Service Management (TSM)
  • Service Graph Connectors
  • CMDB & CSDM aligned data models
  • Service Mapping (including telecom services)
  • Network Inventory and Topology modeling
• Configure telecom-specific use cases such as fault management, alarm correlation, and service impact analysis.

Integration & Automation

• Design integrations with OSS/BSS systems, network monitoring tools, and external data sources.
• Implement REST/SOAP APIs, MID Server configurations, and event-driven integrations.
• Automate telecom workflows using Flow Designer, IntegrationHub, and scripting.

Leadership & Delivery

• Lead a team of developers, administrators, and consultants.
• Provide technical guidance, code reviews, and best practices.
• Drive Agile/Scrum delivery and ensure high-quality implementations.
• Stakeholder management across business, operations, and IT teams.

Governance & Best Practices

• Ensure adherence to ServiceNow best practices, upgrade strategies, and security standards.
• Establish governance models for CMDB, data quality, and service mapping.
• Drive continuous improvement and platform optimization initiatives.

Required Skills & Qualifications

Technical Skills

• Strong hands-on experience in:
  • ServiceNow ITSM (Incident, Problem, Change, Request)
  • Telecom Service Management (TSM)
  • CMDB, CSDM framework
  • Service Mapping & Discovery
  • IntegrationHub, Flow Designer
• Proficiency in JavaScript, Glide APIs, Script Includes, Business Rules.
• Experience with REST/SOAP integrations and MID Server setup.
• Knowledge of telecom network concepts (RAN, Core, OSS/BSS systems).

Functional Knowledge

• Telecom domain understanding:
  • Service Assurance
  • Network Operations Center (NOC)
  • Fault & Performance Management
• Experience in telecom service lifecycle and SLA/KPI tracking.

Leadership Skills

• Proven experience in leading teams and large-scale implementations.
• Strong communication and stakeholder management skills.
• Ability to mentor and guide junior team members.

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Application Developer (CAD)
• ServiceNow Certified Implementation Specialist (CIS – TSM preferred)
• TOGAF or equivalent architecture certification (optional)
• Experience working in telecom organizations or projects

Key Competencies

• Strategic thinking and solution design
• Problem-solving and analytical skills
• Strong collaboration and leadership abilities
• Adaptability to evolving technologies and business needs