SERVICE NOW ARCHITECT

Job Title: SERVICE NOW ARCHITECT - SPMT,TNI &NOW ASSIST (Network & IT Operations Technology )

Experience : 10+ YEARS

Job Types: FULL TIME, CONTRACT

Work Location: CHENNAI, BENGALURU, PUNE , HYDERABAD

Seniority : SENIOR ARCHITECT / PRINCIPAL

Industry Focus : TELECOM / NETWORK OPERATIONS

Reporting to : HEAD OF SERVICE NOW PRACTICE

About the Role

This is an opportunity within a leading technology services organization focused on the Connectedness industry — supporting telecom operators, broadband providers, and digital service providers globally.

The organization specializes in leveraging advanced platforms and AI-driven solutions to transform network and IT operations, with a strong emphasis on innovation, automation, and engineering excellence.

Role Overview

This role focuses on applying the ServiceNow platform to telecom network and IT operations, specifically across high-growth modules such as Service Provider Management Toolkit (SPMT), Telecommunications Network Inventory (TNI), and Now Assist (GenAI).

You will lead architecture, delivery, and pre-sales for these specialized solutions, helping large-scale network operators move toward autonomous operations.

Key Responsibilities

Platform Architecture & Design

● Architect SPMT solutions for end-to-end service lifecycle management — including service design, activation, assurance, and fulfilment integrated with OSS/BSS stacks

● Design and implement TNI solutions for network resource inventory, including discovery, reconciliation, ( NeDR) and service mapping across physical and virtual network layers

● Lead Now Assist implementations, including GenAI skill configuration, prompt design, and governance for NOC/SOC and IT helpdesk use cases

● Define integration patterns between ServiceNow and network management systems (EMS/NMS), ITSM tools, and field operations platforms

Pre-Sales & Client Engagement

● Lead technical discovery sessions and solution design workshops with prospective clients

● Build and demonstrate proof-of-concepts (PoCs) for SPMT, TNI, and Now Assist to accelerate sales cycles

● Collaborate with internal product and solution teams to develop and package reusable accelerators for the telecom domain

Delivery Oversight

● Guide implementation teams through complex SPMT/TNI deployments, including data migration, orchestration, and go-live

● Ensure adherence to ServiceNow best practices, platform governance, and upgrade readiness

● Define and track KPIs such as service activation time reduction, inventory accuracy, and user adoption metrics

Enablement & Community

● Upskill internal teams on SPMT, TNI, and Now Assist through training, documentation, and mentoring

● Contribute to internal Centres of Excellence and align with evolving ServiceNow product roadmap

Required Qualifications

● 10+ years of ServiceNow implementation experience, with 3+ years specializing in SPMT or TNI

● Certified Implementation Specialist (CIS) in Telecommunications or ITSM; ServiceNow Architect certification preferred

● Proven experience deploying Now Assist / GenAI configurations in production environments

● Strong understanding of telecom network operations, OSS architecture, and service fulfilment processes

● Experience integrating ServiceNow with network management systems (e.g., IBM Tivoli, Nokia NSP, Ciena MCP)

● Ability to lead client workshops and translate complex requirements into scalable ServiceNow solutions

Leadership & Delivery Expectations

● Deep hands-on expertise with the ability to validate architecture and code quality

● Proven ability to independently lead end-to-end delivery programs

● Experience managing distributed teams across geographies

● Strong stakeholder engagement skills across C-suite, VPs, and enterprise architects

● Comfortable operating in fast-paced, evolving environments

● High accountability with proactive risk management and problem resolution

● Ability to translate complex technical decisions into business-friendly language

Nice to Have

● Experience with network service activation or reconciliation accelerators

● Familiarity with TM Forum Open APIs and eTOM framework

● Background in network discovery or automated inventory reconciliation