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Cognizant

Senior ServiceNow Certified Technical Architect

Manchester
Posted 1 day ago
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Role: ServiceNow Certified Technical Architect

Location: Manchester

A ServiceNow Certified Technical Architect (CTA) in the telecom domain aligns platform capabilities with rigorous telecommunications and Operations Support Systems (OSS/BSS) needs. They define platform roadmaps, lead implementations across multiple modules, and ensure scalable integrations while maintaining enterprise governance and security.

Key Responsibilities

Telecommunications Specifics:

  • OSS/BSS Integration: Architect seamless integrations between ServiceNow and complex telecom billing, provisioning, and inventory systems (e.g., TM Forum Open APIs).
  • Network & Service Management: Leverage ServiceNow’s Telecommunications Network Inventory (TNI) and Customer Service Management (CSM) modules to streamline service fulfillment and assurance.
  • Telecom Lifecycle: Design workflows tailored to telco processes, including order management, broadband provisioning, fault resolution, and B2B/consumer customer journeys.
  • Serve as the technical authority on ServiceNow architecture, design, and best practices.
  • Define and drive the overall platform strategy, roadmap, and governance.
  • Lead the design and implementation of ServiceNow modules, including ITSM, ITOM, ITAM, HRSD, CSM, GRC, SecOps, and custom applications.
  • Ensure platform scalability, security, performance, and integrations with other enterprise systems.
  • Provide technical leadership in solution design workshops, architecture reviews, and governance boards.
  • Collaborate with stakeholders, business analysts, and development teams to align solutions with business objectives.
  • Mentor and guide ServiceNow developers and administrators on technical best practices.
  • Stay updated on ServiceNow product releases, marketplace solutions, and industry trends to recommend enhancements.
  • Ensure compliance with enterprise architecture, security, and regulatory requirements.

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Enterprise Architecture & Governance:

  • Technical Authority: Define the overall ServiceNow architecture and roadmap, ensuring alignment with broad business objectives.
  • Platform Governance: Establish architectural standards, reusable design patterns, and deployment guidelines for developers.
  • Technical Escalation: Serve as the ultimate decision-making authority on platform scalability, security, and performance.

Solution Design & Delivery:

  • Cross-Module Design: Architect solutions spanning IT Service Management (ITSM), IT Operations Management (ITOM), Customer Service Management (CSM), and custom applications via App Engine.
  • Data & CMDB: Anchor platform designs around the ServiceNow Common Service Data Model (CSDM) to ensure data accuracy and operational stability.
  • Workshops & Planning: Lead technical design workshops, translating high-level business requirements into actionable architectural blueprints.

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Leadership & Mentorship:

  • Team Guidance: Mentor and provide technical leadership to development teams, administrators, and business analysts.
  • Release Management: Monitor new ServiceNow product releases and marketplace solutions to continually recommend platform enhancements.

Required Qualifications

  • Strong experience with ServiceNow ITSM and at least 2 other modules (TSOM, ITOM, ITAM, HRSD, CSM, GRC, SecOps).
  • Proven expertise in ServiceNow integrations (REST, SOAP, APIs, MID Servers, etc.).
  • Experience with ServiceNow scripting (JavaScript, Glide, Flow Designer) and ServiceNow data model.
  • Knowledge of ITIL/ITSM processes and best practices.
  • Experience designing and implementing CMDB and Discovery.
  • Excellent problem-solving, communication, and stakeholder management skills.
  • Telecom domain experience is mandatory.

Preferred Qualifications

  • ServiceNow Certified System Administrator (CSA).
  • ServiceNow Certified Implementation Specialist (CIS) in multiple modules.
  • ServiceNow Certified Application Developer (CAD).
  • ServiceNow Certified Technical Architect (CTA) or progress toward certification.
  • Experience with Agile/Scrum delivery methodologies.
  • Exposure to cloud technologies (AWS, Azure, GCP) and enterprise IT ecosystems.
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Skills

ServiceNow Architecture
OSS/BSS Integration
ITSM
ITOM
CSM
CMDB
JavaScript
REST/SOAP APIs
Telecommunications Domain
CSDM
Flow Designer
Governance
Stakeholder Management
Technical Leadership
Solution Design
Agile/Scrum

Location

Manchester, England, United Kingdom

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