ServiceNow TSOM, TSM & TNI Architect

Purple Drive

Service Now TSOM, TSM & TNI Architect

Service Now TSOM, TSM & TNI Architect plays a crucial role in designing, implementing, and optimizing Service Now solutions specifically within the domain of Telecommunications Service Management (TSM).

TSOM:
Experience in multiple End-to-End implementations of TSOM module. This role requires expertise in Service Now's capabilities, particularly the TSOM module, and a deep understanding of telecommunications network technologies and operational processes.

Integrate Service Now with existing systems:
Architect and build integrations between Service Now and other enterprise systems prevalent in the telecom industry, such as OSS/BSS, CRM, NMS, and cloud platforms.

ITSM:
Experience in implementing ITIL processes (Incident, Problem, Change Management, etc.) in Service Now.

CMDB Management:
Experience with CMDB design, architecture and implementations with a fair understanding of Service Now CMDB model and extensions.

Hands-on development to include creation, configuration and customization of patterns, Discovery Schedules, probe, sensors and Event rules.

Integration:
Hands-on experience with integrating Service Now with other CMDB tools and enterprise monitoring systems.

Familiar with scripting technology such as JavaScript, Power Shell, Perl, wmi, ssh, python, Xpath, SNMP.

App Engine:
Expertise in Custom module implementations.

Working experience on Workflow administration, Service Now Reporting, Form/UI configurations, Notifications, data imports, custom scripting.

Experience in identifying opportunities for process automation and optimization using advanced Service Now features.

CTAs/ Service Now Certified Candidates Preferred.

Requirements Gathering and Process Mapping:

• Conduct workshops with business and IT stakeholders, gather requirements, translate them into functional features.

• Understand business needs and map them to Service Now capabilities, ensuring streamlined ITOM and ITSM processes and systems aligned to industry best practices and standard.

Solution and Architecture Design:

• Design Service Now ITOM and ITSM architecture collaborating with business teams and development teams.

• Define data models, integrations, workflows, and UI experiences across ITSM and ITOM modules.

Implementation:

• Lead and govern technical implementations across ITOM (Discovery, Service Mapping, Visibility) and ITSM (Incident, Problem, Change, Request, CMDB) and CSM (Case Management, Entitlements, Contracts).

• Ensure delivery aligns with defined architecture and standards.

• Provide oversight on Service Now configuration, customization, and integrations.

• Work effectively with geographically diverse teams (offshore) to deliver timely responses to clients and client account teams.

Reporting & Dashboards:

• Design custom and out-of-the-box performance analytics, reports, and dashboards.

Knowledge & Mentorship:

• Guide and mentor development teams, BA teams, and platform administrators.

• Create knowledge artifacts and reusable design templates.

• Stay updated with new Service Now releases and ensure roadmap alignment.

Pre Sales & Solutioning:

• Support the pre-sales team with solutioning and effort estimation.

• Provide product demos and support proof of concepts as required.

• Identify opportunities in customer landscape and advise customers on Service Now solution adoption roadmap.

Generic Managerial Skills, If any:

Strong communication, presentation and interpersonal skills.

Strong analytical and problem-solving skills.

Education:

Bachelors