ServiceNow Practice Strategist – Telecom

Service Now Practice Strategist – Telecom

New Rocket, an Elite Service Now Partner, has 20 years of experience advising and supporting clients on designing, implementing, and managing AI‑enabled digital workflows. With over 3,000 completed projects across nine industry specializations, New Rocket helps clients transform their enterprise through a holistic, strategic approach to the Service Now platform.

This position may require occasional travel, both domestic and international.

As a Service Now Practice Strategist, you will lead the successful delivery of Service Now solutions and services for large client programs, mentoring a team of Software Engineers, architecting and implementing solutions on the Service Now platform, and providing technical pre‑sales support.

• Assist the Pre‑Sales team with scoping service engagements typically involving multiple Service Now products and complex integrations with client applications.
• Serve as the primary technical point‑of‑contact for projects and as the face of the engineering team to the customer.
• Define, at an architectural and design level of detail, technical solutions aligned with the client’s business problems and Service Now Implementation Best Practices.
• Write and estimate stories, monitor engineers’ work, and own overall quality and delivery of development; perform development on stories that cannot be delegated.
• Provide demos and deliver additional documentation, proof of concepts, and knowledge‑transfer activities for project and crew members.
• Collaborate with the Project Manager to monitor scope creep and resolve technical issues, complex business processes, and escalations from customers.
• Ensure solutions minimize unnecessary customization and technical debt.
• Draft and publish technical and process documentation to the company repository.
• Prepare and facilitate customer workshops to capture and define requirements.
• Collaborate with Pre‑Sales and the Delivery Organization on creating plans that drive results based on customers’ requirements and budgets.
• Research industry impact and innovative opportunities to propose product enhancements.
• Provide engineers with architectural blueprints and requirements for implementations.

• Deep understanding of Telecom systems, processes, and industry standards.
• 8–12 years of experience at a SaaS, PaaS, or Enterprise Software Development Company.
• 3+ years of Service Now Platform experience with an in‑depth understanding of its architecture.
• Experience with TSM, TNI, ITSM, FSM on the Service Now Platform and with Order Management for Customer Service Management.
• Strong passion for engineering science and technology, applying principles, techniques, procedures, and equipment to design and deliver managed services.
• Excellent collaboration with customers and ability to conduct needs assessment and deliver quality services.
• Strong problem‑solving skills and ability to simplify complex situations.
• Fundamental understanding of the CSM data model (Accounts, Contacts, Cases, Entitlements).
• Proficiency in documentation software such as Microsoft Word, Excel, PowerPoint, and Lucidchart.
• Ability to adapt quickly in a fast‑paced environment.
• Proven ability to consult as a key technical resource leading development and delivery of Service Now solutions in client environments.
• Knowledge of ITIL foundations and/or CSDM, Common Service Data Model.
• Proficiency in one of the following product lines: CSM, HR, ITBM, ITOM, Performance Analytics, Sec Ops, or Software Asset Management.
• Understanding of key technologies for Service Now integration solutions: SSO, SAML, SSL, Web Services, LDAP, JDBC, ODBC, REST, SCP, FTPS.
• Experience implementing systems using Agile/Scrum methodology.

• BA/BS in Business Administration or a technology‑related field, or equivalent experience.

• Service Now Certified System Administrator (CSA) desired.
• Certified Implementation Specialist in a specific domain area required; current or obtain within 6 months.
• Service Now Micro‑certs – nice to have.

New Rocket is an equal opportunity employer and affirmative action employer. We are committed to providing employment opportunities regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin, ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, citizenship, military, or Veteran status. For individuals with disabilities who would like to request an accommodation, please contact