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ServiceNow Architect
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ServiceNow Platform Architect (Telecoms)
Location: London
Hybrid (2 days per week)
Contract: Inside IR35
Duration: 12 Months (with potential extension)
Immediate start
Role Overview
We are seeking an experienced ServiceNow Platform Architect with strong Telecommunications sector expertise to lead the design and hands-on implementation of a large-scale digital transformation programme.
This role focuses on modernising network operations, IT services, and field operations by bridging ITSM, ITOM, and Field Service Management (FSM). You will lead the architecture for complex event-to-incident automation across multi-source telemetry, drive FSM dynamic scheduling for field engineering teams, and establish a robust CSDM 4.0 data foundation across the telecom enterprise.
Key Responsibilities
- Architectural Leadership: Lead end-to-end platform design across ITSM, ITOM, and FSM, tailoring solutions to high-volume telecommunications infrastructure and service operation environments.
- Event-to-Incident Automation & Telemetry: Architect automated event correlation and alert noise reduction across disparate telemetry tools (e.g., Dynatrace, Splunk, SolarWinds, Azure Monitor), linking network alerts directly to impacted services.
- FSM Dynamic Scheduling: Design and optimize Field Service Management dynamic scheduling, territory management, skills-based routing, and travel/dispatch logic for distributed field engineer fleets.
- CSDM & Network Data Foundations: Establish and govern CMDB/CSDM 4.0 architectures, ensuring accurate service mapping and dependency structures across network and IT assets.
- Governance & Stakeholder Management: Guide C-suite and senior NOC/Operations stakeholders, lead Architectural Review Boards (ARB), enforce Out-of-the-Box (OOTB) principles, and mentor delivery teams.
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Key Requirements & Skills
- Telecommunications Sector Experience: Proven track record delivering ServiceNow architecture within a Telecoms environment, with understanding of network operations, service assurance, or telco data structures (e.g., TSOM, TNI, OMT).
- Cross-Domain Architecture: Deep hands-on design and implementation capability across ServiceNow ITSM, ITOM, and FSM.
- FSM & Dynamic Dispatch: Practical experience implementing FSM Dynamic Scheduling, dispatch mechanics, and workforce optimization under real-world constraints.
- ITOM & Telemetry Integration: Expertise in MID Server configuration, IntegrationHub, REST/SOAP APIs, event rules, alert binding, and Identification and Reconciliation Engine (IRE) rules.
- Data & Governance: Expert knowledge of CMDB design, CSDM 4.0 framework, Service Mapping, and platform upgradeability standards.
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Preferred Certifications
- ServiceNow Certified Technical Architect (CTA) or Certified Master Architect (CMA)
- ServiceNow Certified Implementation Specialist in FSM (CIS-FSM), ITOM Event Management, or ITSM
- ITIL v4 Framework certification
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