ServiceNow Architect, Telco Consulting

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  consulting services elevate the unique abilities and business aspirations of customers and employees and build relationships based on trust and value.

We are seeking a highly skilled Service Now Architect with strong Telco background to lead solution design, configuration, development, and implementation across multiple Service Now modules. The ideal candidate will have hands-on experience delivering Service Now solutions in telecom BSS/OSS/Network environments, with deep expertise in CSDM, CMDB, TNI, CSM, ITSM, ITOM, Integrations, and TMF API frameworks. Knowledge of Now Assist and GenAI capabilities within Service Now is a strong advantage.

This role requires a combination of technical expertise, solution design skills, and telco domain knowledge to build scalable, high-quality Service Now solutions that support complex telco service management and operations landscapes.

• Lead end-to-end design and configuration of Service Now 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.

• Configure and develop Service Now applications using:

• CSM (Customer Service Management)

• ITSM

• ITOM (Discovery, Service Mapping, Event Management)

• CMDB

• TNI / Telco extensions

• Integration Hub

• 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, Integration Hub, and TM Forum Open APIs.

• 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.

• Leverage Service Now Now Assist 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.

• Integrate Service Now 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 (TMF
  620, TMF
  641, TMF
  632, TMF
  638, TMF
  640, etc.).

• Develop and test API-driven data synchronisation and real-time event flows.

• 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.

• 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, Integration Hub.

• Working knowledge of Now Assist, Predictive Intelligence, Virtual Agent.

• 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.

• 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.

• Service Now 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.

This role is central to transforming the operator into a digitally automated, data-driven, and AI-enabled telco. With Service Now as a strategic platform, the…