ServiceNow Architect - Telecom

About The Client

Our client is a leading telecommunications operator driving digital transformation across IT, Network, and Customer Operations. The client is committed to becoming a digitally automated, data-driven, and AI-enabled telco, leveraging ServiceNow as a strategic platform to modernise service management, network operations, and customer experience across mobile, fixed, broadband, and enterprise services.

Role Overview

We are seeking a highly skilled ServiceNow Architect with a 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 the client's complex telco service management and operations landscape.

Key Responsibilities

• Lead solution design and architecture across the ServiceNow platform, driving the end-to-end design and configuration of ServiceNow solutions for the client's telco processes.
• Align solution architecture with CSDM 4.0+, CMDB best practices, and enterprise data models, and will design telecom-specific data models, service models, CI classes, and relationships using TNI (Telco Network Inventory) and extended CMDB classes. This includes producing high-level and low-level design documents, process flows, and integration blueprints.
• Focus on hands-on ServiceNow configuration and development.
• Configure and develop ServiceNow applications across CSM (Customer Service Management), ITSM, ITOM (Discovery, Service Mapping, Event Management), CMDB, TNI / Telco extensions, and IntegrationHub.
• Implement custom workflows, business rules, client scripts, UI policies, and automation capabilities, and will develop integrations with BSS/OSS, network systems, external CRMs, and ticketing tools using REST/SOAP, MID Server, IntegrationHub, and TM Forum Open APIs.
• Drive CMDB, CSDM, and TNI excellence by ensuring 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; and ensure consistent service modelling across IT, network, and customer domains.
• 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, and promote AI-native workflows across CSM, ITSM, ITOM, and telco operational processes.
• Integrate ServiceNow with the client's telco BSS/OSS systems — including CRM, Billing, Order Management, Trouble Ticketing, Network Assurance & Monitoring Systems (NMS/EMS/OSS), and Inventory/Topology systems.
• Apply a strong understanding of TMF APIs (TMF620, TMF641, TMF632, TMF638, TMF640, etc.) and develop and test API-driven data synchronisation and real-time event flows.
• Work closely with the client's 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; and create training materials and conduct knowledge-transfer sessions.