Job Description
Mandatory Skills: ServiceNow - IT Service Management & Telco experience.
Experience: 8+ Years.
Location - Pune
Key Responsibilities
- Define and implement enterprise-scale ServiceNow architecture across CSM and TSM
- Develop integration strategies for OSS/BSS systems and telecom-specific platforms.
- Architect workflows for Customer Service Management (CSM) and Telecom Service Management (TSM).
- Design self-service portals, virtual agents, and automation for high-volume telecom operations.
- Ensure adherence to ITIL best practices and telecom regulatory frameworks.
- Establish architecture standards and drive process optimization for service assurance and provisioning.
- Collaborate with business leaders and technical teams to align solutions with strategic goals.
- Provide thought leadership and mentor delivery teams.
Required Skills & Experience
- Deep understanding of telecom processes: Order Management, Service Assurance, Network Operations.
- Experience in large-scale digital transformation projects within Telco environments.
- ServiceNow platform mastery (ITSM, ITOM, TSM, CSM).
- Strong knowledge of integrations using REST/SOAP APIs and orchestration workflows.
- ServiceNow Certified Technical Architect (CTA).
- ITIL Foundation and relevant CIS certifications.