Cognizant
ServiceNow Architect, Telco Consulting
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Cognizant Consulting
At Cognizant, our consultants orchestrate the capabilities to truly change the game across strategy, design, technology and industry/functional knowledge to deliver insight at speed and solutions at scale. Our consulting services elevate the unique abilities and business aspirations of customers and employees and build relationships based on trust and value.
Role Overview
We are seeking a highly skilled ServiceNow Architect with strong Telco background to lead solution design, configuration, development, and implementation across multiple ServiceNow modules. The ideal candidate will have hands-on experience delivering ServiceNow solutions in telecom BSS/OSS/Network environments, with deep expertise in CSDM, CMDB, TNI, CSM, ITSM, ITOM, Integrations, and TMF API frameworks. Knowledge of NowAssist and GenAI capabilities within ServiceNow is a strong advantage.
This role requires a combination of technical expertise, solution design skills, and telco domain knowledge to build scalable, high-quality ServiceNow solutions that support complex telco service management and operations landscapes.
Key Responsibilities
Solution Design & Architecture
- Lead end-to-end design and configuration of ServiceNow solutions for telco processes.
- Align solution architecture with CSDM 4.0+, CMDB best practices, and enterprise data models.
- Design telecom-specific data models, service models, CI classes, and relationships using TNI (Telco Network Inventory) and extended CMDB classes.
- Create high-level and low-level design documents, process flows, and integration blueprints.
Hands-on ServiceNow Configuration & Development
- Configure and develop ServiceNow applications using:
- CSM (Customer Service Management)
- ITSM
- ITOM (Discovery, Service Mapping, Event Management)
- CMDB
- TNI / Telco extensions
- IntegrationHub
- Implement custom workflows, business rules, client scripts, UI policies, and automation capabilities.
- Develop integrations with BSS/OSS, network systems, external CRMs, and ticketing tools using REST/SOAP, MID Server, IntegrationHub, and TM Forum Open APIs.
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CMDB, CSDM & TNI Excellence
- Ensure CMDB health, data quality, and alignment with CSDM.
- Define CI class models, relationships, reconciliation rules, and lifecycle management for telecom services.
- Set up TNI for network elements, logical/physical inventory, and cross-domain visualisation.
- Ensure consistent service modelling across IT, network, and customer domains.
AI/GenAI & NowAssist Enablement
- Leverage ServiceNow NowAssist GenAI capabilities for case summarisation, ticket automation, agent assistance, search, and workflow optimisation.
- Identify opportunities to automate telco service operations using GenAI and predictive intelligence.
- Promote AI-native workflows for CSM, ITSM, ITOM, and telco operational processes.
Integration & Telco Systems Knowledge
- Integrate ServiceNow with telco BSS/OSS systems such as:
- CRM, Billing, Order Management
- Trouble Ticketing
- Network Assurance & Monitoring Systems (NMS/EMS/OSS)
- Inventory/Topology systems
- Strong understanding of TMF APIs (TMF620, TMF641, TMF632, TMF638, TMF640, etc.).
- Develop and test API-driven data synchronisation and real-time event flows.
Stakeholder Engagement & Delivery
- Work closely with product owners, architects, and operations teams to gather requirements and translate them into scalable solutions.
- Support sprint planning, UAT activities, release cycles, and deployment.
- Troubleshoot, optimise, and continuously improve platform performance.
- Create training materials and conduct knowledge-transfer sessions.
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Required Technical Skills & Experience
- Deep understanding of:
- CSDM (persona, domains, service modelling)
- CMDB & CMDB CI class modelling
- Telco Network Inventory (TNI)
- CSM, ITSM, ITOM
- Integrations (REST/SOAP, API orchestration, MID Server)
- Service Mapping & Discovery in Telco environments
- Expertise in scripting (JavaScript), Flow Designer, IntegrationHub.
- Working knowledge of NowAssist, Predictive Intelligence, Virtual Agent.
Telco Domain Skills
- Understanding of telco service fulfillment & assurance.
- Awareness of network domains (RAN, Core, Transport, Fixed Broadband) and logical/physical network modelling.
- Experience integrating or modelling telco BSS/OSS systems.
Soft Skills
- Strong communication and stakeholder engagement skills.
- Ability to translate complex technical concepts into business language.
- Excellent documentation, presentation, and requirement analysis capabilities.
- Problem-solving mindset with a detail-oriented approach.
Preferred Qualifications
- ServiceNow Certified System Administrator (CSA).
- Certification in CSM, ITSM, ITOM, or CMDB/CSDM specialisations.
- Experience in Telco-specific deployment projects (mobile, fibre, enterprise services).
- Knowledge of TMF frameworks, SID, eTOM, and API security.
- Experience with workflow automation, RPA, or GenAI platforms.
Why This Role Is Important
This role is central to transforming the operator into a digitally automated, data-driven, and AI-enabled telco. With ServiceNow as a strategic platform, the consultant will drive modernization across IT, Network, and Customer Operations, ensuring consistent service models and intelligent workflows.
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