ServiceNow Business Process Consultant (Telecom & Service Ops)

A  ServiceNow Business Process Consultant (BPC) in the Telecom space is expected to move beyond simple requirement gathering. At this level, the role is about architecting business outcomes, navigating complex stakeholder politics, and ensuring that technical implementations adhere to global telecom standards.

Role Purpose

As a Senior BPC, you will lead the functional workstream for enterprise-scale ServiceNow transformations for Telecom customers. You will be the primary authority on aligning TSM (Service Management) and TSOM (Operations Management) to the customer’s business value chain. This role requires a sophisticated understanding of how to bridge the gap between telecom infrastructure and automated "Platform of Platforms" approach.

Senior-Level Responsibilities

• Process Architecture & Design: Lead sessions to define high-level process architecture. You aren't just capturing requirements; you are re-engineering workflows to be Proactive and Automated.
• TSM & Service Bridge Strategy: Design complex Service Bridge architectures to enable seamless B2B bonded interactions between Communication Service Providers (CSPs) and their enterprise customers.
• Integrated TSOM Leadership: Define the strategy for Event Management and Service Mapping to ensure that network alarms (Faults) automatically trigger customer-facing cases or proactive notifications.
• Engagement Leadership: Act as the functional lead on projects, mentoring junior BPCs and coordinating closely with Technical Architects to ensure the "Functional Blueprint" is buildable and scalable.
• Value Realization: Define and track Key Performance Indicators (KPIs) such as Mean Time to Repair (MTTR) reduction, First Call Resolution (FCR), and Order Cycle Time to prove ROI to executive leadership.

Advanced Knowledge & Skills

• Telecom Domain: Deep understanding of Telecom Business Process Framework and how it maps to ServiceNow modules.
• TSM (Service): Expertise in Service Catalog, Order Management for Telecom, and Service Quality Management.
• TSOM (Ops): Mastery of the "Health" dashboard, mapping network infrastructure to business services, and AIOps logic.
• Consulting: Ability to manage "difficult" stakeholders and lead steering committee presentations.
• Platform Knowledge: Advanced understanding of the Common Service Data Model (CSDM) and its specific application in Telecom.

Experience & Certifications

• Experience: 6+ years in Business Process Consulting, with at least 4 years focused exclusively on the ServiceNow platform and 3+ years in the Telecom industry.
• Education: Bachelor’s degree in Business, Computer Science, or a related field (Master’s or MBA preferred).
• Certifications (Must-Have):

ServiceNow Certified System Administrator (CSA).

Certified Implementation Specialist (CIS) in Customer Service Management (CSM) or ITOM.

ITIL 4 Managing Professional or Strategic Leader.

• Certifications (Senior/Specialist):

TM Forum Business Process Framework (eTOM) Certification

ServiceNow Telecommunications Service Management Micro-certification.