ServiceNow Lead – Telecom Solutions (OMT & TSM)

Role Overview

We are seeking a seasoned ServiceNow Lead with specialized expertise in Telecommunications Service Management (TSM) and Order Management for Telecommunications (OMT) to lead the architectural design and delivery of our enterprise telecom service platform.

In this role, you will bridge the gap between business operations and technical execution—designing automated order fulfillment workflows, structuring complex telecom product catalogs, and streamlining customer care operations.

You will act as the principal subject matter expert guiding engineering squads, driving client stakeholder discussions, and ensuring alignment with TM Forum standards.

Key Responsibilities

• Solution Architecture & Leadership: Serve as the technical authority for ServiceNow Telecom applications, driving end-to-end architecture, technical governance, and delivery roadmap for TSM and OMT modules.
• Order Management for Telecommunications (OMT): Architect and configure decomposition rules, order orchestration workflows, fallout management mechanisms, and fulfillment tasks across B2B and B2C telecommunications services.
• Telecommunications Service Management (TSM): Implement and optimize customer care, eBonding integrations, incident/case management workflows, and service assurance processes tailored to telecom networks.
• Catalog & Product Modeling: Design product specifications, customer-facing service catalogs, technical service catalogs, and resource specifications aligned with TM Forum Open Digital Architecture (ODA) and SID frameworks.
• System Integration: Architect enterprise integrations connecting ServiceNow with external BSS/OSS platforms, CRM systems, billing engines, and network inventory systems using REST APIs, Integration Hub, and Kafka/event-driven message brokers.
• Technical Mentorship: Lead offshore/onshore development squads through sprint cycles, conduct rigorous code/design reviews, enforce platform best practices, and maintain technical documentation and solution blueprints.

Required Skills & Qualifications

• Experience: 8+ years of total ServiceNow implementation experience, with at least 3+ years of dedicated, hands-on delivery leadership within telecommunications environments.
• Deep Domain & Product Expertise: Proven track record designing and deploying ServiceNow Order Management for Telecommunications (OMT) and Telecommunications Service Management (TSM).
• Telecom Frameworks: Solid understanding of TM Forum standards (e.g., eTOM, SID, Open APIs such as TMF620, TMF622, TMF641).
• Technical Mastery: Strong proficiency in ServiceNow development fundamentals (Business Rules, Script Includes, Flow Designer, Integration Hub, Service Portal, and Workspace configuration).
• BSS/OSS Ecosystem: Practical background integrating ServiceNow into broader telecom ecosystems (CPQ, order fallout, billing, inventory, and network activation engines).
• Soft Skills: Proven consulting aptitude with the ability to lead cross-functional architecture reviews and communicate complex technical concepts to senior business stakeholders.

Preferred Certifications

• Certified Implementation Specialist – Telecommunications Service Management (CIS-TSM)
• Certified Implementation Specialist – Order Management for Telecommunications (CIS-OMT)
• Certified System Administrator (CSA) / Certified Application Developer (CAD)