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

• The successful candidate will 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.
• They will 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.
• A significant part of the role will focus on hands‑on ServiceNow configuration and development.
• The Architect will configure and develop ServiceNow applications across CSM (Customer Service Management), ITSM, ITOM (Discovery, Service Mapping, Event Management), CMDB, TNI / Telco extensions, and IntegrationHub.
• They will 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.
• The Architect will drive CMDB, CSDM, and TNI excellence by ensuring CMDB health, data quality, and alignment with CSDM.
• They will 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.
• The role also involves AI/GenAI and NowAssist enablement.
• The Architect will leverage ServiceNow NowAssist GenAI capabilities for case summarisation, ticket automation, agent assistance, search, and workflow optimisation.
• They will 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.
• Deep integration and telco systems knowledge will be essential.
• The Architect will 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.
• They will 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.
• Finally, the role includes stakeholder engagement and delivery leadership. The Architect will work closely with the client's product owners, architects, and operations teams to gather requirements and translate them into scalable solutions.
• They will 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.

Required Skills and Experience

Technical Skills

12-15 years of overall experience with 4+ years in ServiceNow.

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, and IntegrationHub.
• Working knowledge of NowAssist, Predictive Intelligence, and Virtual Agent.

Telco Domain Skills

• Understanding of telco service fulfilment and 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 client into a digitally automated, data‑driven, and AI‑enabled telco. With ServiceNow as a strategic platform, the Architect will drive modernisation across IT, Network, and Customer Operations, ensuring consistent service models and intelligent workflows.

Working Model

This is a UK‑based hybrid role. The successful candidate should be comfortable working remotely for the majority of the engagement while attending client workshops, design sessions, planning events, or key delivery milestones at the client's UK locations as required.

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