Senior ServiceNow Certified Technical Architect

Role: ServiceNow Certified Technical Architect Location: Manchester

A ServiceNow Certified Technical Architect (CTA) in the telecom domain aligns platform capabilities with rigorous telecommunications and Operations Support Systems (OSS/BSS) needs. They define platform roadmaps, lead implementations across multiple modules, and ensure scalable integrations while maintaining enterprise governance and security

Key Responsibilities Telecommunications Specifics:

• OSS/BSS Integration: Architect seamless integrations between ServiceNow and complex telecom billing, provisioning, and inventory systems (e.g., TM Forum Open APIs).
• Network & Service Management: Leverage ServiceNow's Telecommunications Network Inventory (TNI) and Customer Service Management (CSM) modules to streamline service fulfillment and assurance.
• Telecom Lifecycle: Design workflows tailored to telco processes, including order management, broadband provisioning, fault resolution, and B2B/consumer customer journeys.
• Serve as the technical authority on ServiceNow architecture, design, and best practices.
• Define and drive the overall platform strategy, roadmap, and governance.
• Lead the design and implementation of ServiceNow modules, including ITSM, ITOM, ITAM, HRSD, CSM, GRC, SecOps, and custom applications.
• Ensure platform scalability, security, performance, and integrations with other enterprise systems.
• Provide technical leadership in solution design workshops, architecture reviews, and governance boards.
• Collaborate with stakeholders, business analysts, and development teams to align solutions with business objectives.
• Mentor and guide ServiceNow developers and administrators on technical best practices.
• Stay updated on ServiceNow product releases, marketplace solutions, and industry trends to recommend enhancements.
• Ensure compliance with enterprise architecture, security, and regulatory requirements.

Enterprise Architecture & Governance:

• Technical Authority: Define the overall ServiceNow architecture and roadmap, ensuring alignment with broad business objectives.
• Platform Governance: Establish architectural standards, reusable design patterns, and deployment guidelines for developers.
• Technical Escalation: Serve as the ultimate decision-making authority on platform scalability, security, and performance.

Solution Design & Delivery:

• Cross-Module Design: Architect solutions spanning IT Service Management (ITSM), IT Operations Management (ITOM), Customer Service Management (CSM), and custom applications via App Engine.
• Data & CMDB: Anchor platform designs around the ServiceNow Common Service Data Model (CSDM) to ensure data accuracy and operational stability.
• Workshops & Planning: Lead technical design workshops, translating high-level business requirements into actionable architectural blueprints.

Leadership & Mentorship:

• Team Guidance: Mentor and provide technical leadership to development teams, administrators, and business analysts.
• Release Management: Monitor new ServiceNow product releases and marketplace solutions to continually recommend platform enhancements.

Required Qualifications

• Strong experience with ServiceNow ITSM and at least 2 other modules (TSOM, ITOM, ITAM, HRSD, CSM, GRC, SecOps).
• Proven expertise in ServiceNow integrations (REST, SOAP, APIs, MID Servers, etc.).
• Experience with ServiceNow scripting (JavaScript, Glide, Flow Designer) and ServiceNow data model.
• Knowledge of ITIL/ITSM processes and best practices.
• Experience designing and implementing CMDB and Discovery.
• Excellent problem-solving, communication, and stakeholder management skills.
• Telecom domain Experience is MUST

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA).
• ServiceNow Certified Implementation Specialist (CIS) in multiple modules.
• ServiceNow Certified Application Developer (CAD).
• ServiceNow Certified Technical Architect (CTA) or progress toward certification.
• Experience with Agile/Scrum delivery methodologies.
• Exposure to cloud technologies (AWS, Azure, GCP) and enterprise IT ecosystems.