Job Description:


As a ServiceNow Telecommunication Service Management (TSM) and BPC Consultant, you will be instrumental in analyzing, designing, and implementing ServiceNow solutions tailored to meet the unique requirements of our clients in the telecommunication industry.

You will leverage your expertise in Telecom Service Management (TSM) and Business Process Consulting to drive innovation and deliver exceptional results for our clients.

The ideal candidate will have a strong technical background, extensive experience with the ServiceNow platform, and a deep understanding of telecom service management principles.

Responsibilities:

Collaborate with telecom clients to understand their specific service management requirements and business processes.

Design and implement ServiceNow solutions, with a focus on Telecom Service Management (TSM) modules such as Service Desk, Incident Management, Change Management, and Configuration Management.

Customize ServiceNow applications to address telecom-specific needs, including configuring workflows, forms, and reports.

Provide technical guidance and support to clients throughout the implementation process, ensuring alignment with industry best practices and regulatory requirements.

Analyze and optimize telecom business processes to enhance efficiency, reduce costs, and improve customer satisfaction.

Conduct workshops and training sessions to educate clients on ServiceNow best practices and telecom service management principles.

Collaborate with cross-functional teams to ensure successful project delivery and customer satisfaction.

Stay current with ServiceNow platform updates, telecom industry trends, and emerging technologies.

Requirements:

Certified System Administrator (CSA).

Bachelor’s degree in computer science, Information Technology, or related field.

Minimum of 8 years of experience working with the ServiceNow platform.

Experience in Business Process Consulting.

Proven experience in implementing and customizing ServiceNow Telecom Service Management (TSM) modules, including Service Desk, Incident Management, Change Management, and Configuration Management.

Strong understanding of telecom service management principles, processes, and standards (e.g., ITIL).

Experience with JavaScript, HTML, CSS, and other web technologies.

Excellent problem-solving skills and attention to detail.

Strong communication and interpersonal skills, with the ability to interact with clients at all levels of the organization.

Experience with CSM, FSM and other ServiceNow modules is a plus.

General Information

Expectations from this role:

Works with stakeholders at every level of the organization soliciting strategic imperatives from senior leaders and executives; supporting business unit managers as they leverage business architecture and product development artifacts to create and implement client business plans.

Provide direct input into the governance cycle that supports the achievement of key goals, planning and execution of various scenarios, and delivery of bottom line value for the business

Help client business and leadership team with problem definition

Collaborate and contribute to business and technology consulting projects to deliver client objectives

Perform assessments of client business processes, organizational change, IT processes, and technology landscape; identifying transformational recommendations

Develop a business and technical architecture strategy based on situational awareness of various business scenarios and motivations.

Apply a structured business architecture approach and methodology for capturing the key views of the enterprise.

Capture the tactical and strategic enterprise goals that provide traceability through the organization and are mapped to metrics that provide ongoing governance.

Describe the primary business functions of the enterprise and distinguish between customer-facing, supplier-related, business execution and business management functions.

Define the set of strategic, core and support processes that transcend functional and organizational boundaries; identify and describe external entities such as customers, suppliers, and external systems that interact with the business; and describe which people, resources and controls are involved in the processes.

Define the data shared across the enterprise and the relationships between the data.

Capture the relationships among roles, capabilities and business units, the decomposition of those business units into subunits, and the internal or external management of those units.


Typical performance measures:

Transformational value delivered to customer

Utilization in billable roles

Customer feedback

Number of certifications obtained

Number of reusable components designed for CoEsPerformance Areas:

Design and Implementation Support:

Understand the business requirements from the analyst and create a mapping document, if required (specific to integration)

Evaluate technical requirements (e.g. number of interfaces required, maps required for each interface etc.); understand the design concepts to be used

Study the best practices for design and jointly design the solution; reviewing the design for potential flaws; verify the design with CoE

Practice Development:

Provide feedback on current gaps with internal processes that can be improved

Knowledge Management:

Identify best practices, tools and solution accelerators for products in the solution area; bring in the existing solution accelerators, reusable assets, etc.

Review the solutions and identify opportunity to create reusable assets, solution accelerators, etc.

Stay up to date with new developments in the product / technology solution area under purview

Analyze the best in class solutions and design aspects, track industry trends and draw insights

Solution Development:

Build understanding of new solutions and develop delivery capability

Assist in creation of new solutions by providing inputs and insights

Product Selection:

Collaborate with the product selection group to identify the best suited product to meet the project requirements; provide inputs on product features, as required

Technology Consulting Advisory:

Engage with client stakeholders during advisory engagements

Gather information relevant to the client's context and conduct detailed analysis using technology solution frameworks

Seek guidance from Lead Consultant as required

Arrive at draft recommendations based on analysis

Provide thought leadership on implementation of specific technology

Engage with client stakeholders

Alliance Management:

Engage with the technology specialists of the product vendor to identify ways to leverage the product

Skill Examples:

Uses Domain / Industry knowledge to contextualize the solution to the industry, assess the domain specific risks to the solution, review the business requirements captured and assess the gap. Participate in business requirement workshops to generate ideas w.r.t domain specific KPIs, reporting requirements etc.

Uses COTS Product Features / Functionality knowledge to understand the technical/functional dependencies of the product work flow/custom component (native and outside product), Independently analyze the customizations completed and required to the base product; apply the best practices in her/her own area of work. Impart training on the various functional modules of the product or custom components/solutions provided, configure/change a module/change custom code in the product independently

Uses Competitive Products Landscape knowledge to relate how the same business events are handled in different products, leverage reusable solutions across products

Uses Different Implementations knowledge to relate own area of work to the big picture of the project, expand approach for the specific functionality and highlight potential gaps and risks as necessary

Uses Technology Concepts knowledge to identify technical risk and define mitigation strategies during coding, validation review and make recommendation to complex queries. Recommend appropriate framework, approach and solution to meet functional and non-functional requirements. . Create HLD for the project and guide junior team members in creating the LLD, create POC to validate new tools and solutions, compare and contrast technology landscape options for the customer, identify and leverage the most appropriate tools to set up the build environment. Build training materials and assessments for technologies, conduct project training helping in ramp up

Uses specialized knowledge of process consulting to drive changes in customer organization. Conduct workshops independently, lead a consulting engagement, play the role of a trusted advisor within Client and with clients on process harmonization. Convert leads into opportunities and coach Coach team members.

Uses Project Management Tools and Techniques knowledge to plan and manage simple, small or medium size projects/ modules as defined within Client.
Identify risks and mitigation strategies and implement the same to manage simple, small or medium size projects/ modules, identify critical path and manage dependencies within a small project

Uses Project Governance Framework knowledge to create / customize RACI matrix and governance framework for small

or medium size projects; supporting development of the communication protocols. Establish and follow an escalation matrix for small or medium size projects, create reporting mechanisms for small / medium projects/ modules as defined within Client.

Uses Project Metrics knowledge to understand relevance in project, collect/ collate project metrics and share it with relevant stakeholders; understand and apply the tools used to track metrics

Uses Estimation and Resource Planning knowledge to create estimate and plan resources for specific modules / small projects with detailed requirements in place. Conduct impact analysis for changes and analyze corresponding impact to overall estimates, resource loading and MPP (re-baseline)

Uses Requirement Gathering and Analysis knowledge to raise ambiguities on requirements shared, create requirement management artifacts (such as traceability matrix, etc.), provide inputs and create estimates and solutions (based on the size of the project. Identify impacted areas based on the change requests, understand the data and model based on requirements, create/review design artifacts, apply common requirements repository in context of project/program

Uses Solution Structuring knowledge to create customized solution to the problem, present the proposed solution to customer; highlighting the solution benefits and road map to achieve, carve out simple solution / POC to build confidence in the solution. Review the proposal for completeness and accuracy

Uses Knowledge Management Tools & Techniques knowledge to leverage existing material and re-usable assets and enhance in knowledge repository. Independently create and update knowledge artifacts. Perform skill gap analysis, create and track project specific KT plans , provide training to others, write white papers/ blogs at internal level (if applicable), write technical documents and user understanding documents at the end of the project, implement KM and KT measurement metrics

Uses Technical Standards, Documentation & Templates knowledge to create documentation appropriate for the project needs. Create documentation appropriate for the reusable assets/ best practices and case studies; apply tools/ processes that can track compliance to defined technical standards at the project level

Uses Pricing & Licensing Models knowledge to conduct pricing exercise for complex projects viz. FP / value-based pricing, etc. Understand pricing strategies and business models of relevant products, solutions or associated services, review medium-complex proposals

Knowledge Examples:

Domain / Industry: Specialized knowledge of one or more sub-domains within the relevant industry vertical, and customer business domain.
Basic knowledge of geography specific business domain and regulations, multiple industry standards and regulations and in-depth knowledge of one, sources and parameters of industry analytics, market/ industry trends / current state

COTS Product Features / Functionality: Working knowledge (awareness) of functionality of a specific product

Competitive Products Landscape: Working knowledge of COTS product and cross-trained in another similar COTS product that support similar business process (including basic knowledge of the competition and Client capability at a high level for the same)

Different Implementations: Demonstrates working knowledge of 2 or more different kinds of implementations (upgrade, new implementation, conversion / migration, enhancements, maintenance, interfaces testing) for a specific product

Technology Concepts: Demonstrates specialized knowledge of technology (OS, languages, applications, databases concepts, data models etc.), technology landscape

Process Consulting: Specialized knowledge of process consulting/harmonization concepts, framework (performance management, role profiling, shared services),process analysis tools and frameworks, tools and practices required to model processes (such as Visio, BPM Strategy / Roadmap, Value Stream Mapping, BPM Maturity assessment, BPM CoE setup, Vendor evaluation, Business Rules harvesting)

Project Management Tools and Techniques : Demonstrates working knowledge of project management process (such as project scoping, requirements management, change management, risk management, quality assurance, disaster management, etc.), tools (MS Excel, MPP, client specific time sheets, tools and processes, capacity planning tools, etc.)

Project Governance Framework: Demonstrates working knowledge of project governance framework, RACI matrix

Project Metrics: Demonstrates basic knowledge of project metrics (e.g. quality metrics, utilization, onsite to offshore ratio, span of control, rookie ratio, pyramid)

Estimation and Resource Planning: Working knowledge of estimation and resource planning techniques (e.g. UCP Estimation model), industry level functional sizing methodologies (e.g. FP), Client Specific Estimation Templates

Requirement Gathering and Analysis : Demonstrates working knowledge of requirements (functional/ non functional) ,requirement analysis tools (such as functional flow diagrams, activity diagrams, blueprint, storyboard), techniques (business analysis, process mapping, etc.), requirements management tools , requirements traceability, requirement elicitation practices (interviews, questionnaires, user observation, workshops, brainstorming, use cases, role playing, prototyping, etc.)

Solution Structuring: Demonstrates working knowledge of Client service offerings and domain related COTS products. Basic knowledge of service lines within Client

Knowledge Management Tools & Techniques: Demonstrates working knowledge of industry knowledge management tools (such as portals, wiki), Client and customer knowledge management tools, techniques (such as classroom training, self-study, application walkthrough and reverse KT)

Technical Standards, Documentation & Templates: Demonstrates working knowledge of various document templates and standards (such as business blueprint, design documents and test specifications)

Pricing & Licensing Models: Working knowledge of pricing models (fixed price, non linear, unit based), licensing models (End User License Agreements etc.). Has awareness of advanced commercial and pricing models (outcome-based, transactional pricing, non-linear)

Education: Bachelors Degree

Certification: Certified System Administrator

Additional client information: