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- Tasks: Support CRM transformation by developing customer stories and translating operational needs into ServiceNow workflows.
- Company: Join a leading UK B2B Telecommunications Provider driving innovative CRM solutions.
- Benefits: Enjoy hybrid working, competitive salary, and opportunities for professional growth.
- Why this job: Make a real impact in a fast-paced environment while enhancing customer experiences.
- Qualifications: ServiceNow certification and experience in telecom environments preferred.
- Other info: Collaborate with diverse teams on a large-scale enterprise transformation project.
The predicted salary is between 36000 - 60000 £ per year.
A ServiceNow Platform Technical Consultant (PTC) is required to support the design and implementation of a strategic CRM transformation programme for a major UK B2B Telecommunications Provider. The consultant will play a critical role translating business and operational requirements into customer-centric ServiceNow platform capabilities, developing and refining Customer Stories that underpin solution design, delivery execution, and business adoption. The role operates across the design, build, and implementation life cycle, ensuring alignment between customer experience outcomes and ServiceNow product configuration across one or more of the following:
- Telecom Service Management (TSM)
- Field Service Management (FSM)
- Telecom Service Operations Management (TSOM)
This is a hybrid delivery role, requiring approximately 50% on-site presence in London alongside remote collaboration.
Key Objectives
- Develop high-quality customer stories and journey definitions supporting CRM transformation.
- Translate telco operational processes into implementable ServiceNow workflows.
- Ensure customer journeys align across order, service assurance, and field operations.
- Support agile delivery teams with refined backlog items and acceptance criteria.
- Enable consistent customer experience across digital, operational, and field channels.
Core Responsibilities
Customer Story Development
- Facilitate workshops with business, operational, and customer experience stakeholders.
- Develop structured Customer Stories/User Stories aligned to programme outcomes.
- Define:
- Customer intent
- Interaction channels
- Operational triggers
- System responses
- Success outcomes
Design Phase Support
- Translate customer journeys into:
- ServiceNow epics
- Features
- User stories
- Acceptance criteria
- TSM workflows
- FSM scheduling & dispatch
- TSOM service assurance processes
Implementation & Build Support
- Work alongside developers and architects during sprint execution.
- Clarify requirements and refine backlog continuously.
- Validate configured workflows against intended customer outcomes.
- Support sprint demos and stakeholder playback sessions.
Telco Process Alignment
- Support modelling of customer scenarios including:
- B2B service onboarding
- Order fulfilment and activation
- Fault reporting and assurance
- Network incident impact handling
- Field engineer dispatch and resolution
- SLA and customer communication management
Stakeholder Engagement
- Act as translator between:
- Business SMEs
- Product Owners
- Architects
- Delivery teams
Required Skills & Experience
- ServiceNow Capability
- ServiceNow Platform Technical Consultant (PTC) certification (or equivalent experience)
- Practical experience implementing ServiceNow workflows
- Understanding of:
- Case Management
- Workflow automation
- Integration-led environments
- CMDB/service modelling concepts
- Experience with one or more:
- Telecom Service Management (TSM)
- Field Service Management (FSM)
- Telecom Service Operations Management (TSOM)
- Customer Service Management (CSM)
- Strong understanding of B2B telecom environments including:
- Service life cycle management
- Order-to-Activate processes
- Assurance and incident handling
- Network & field operations interaction
- SLA-driven enterprise customers
- Agile/SAFe delivery environments
- User story creation and backlog refinement
- Workshop facilitation
- Customer journey mapping
- Business process modelling
- Customer-outcome focused mindset
- Strong analytical and structured thinking
- Confident stakeholder engagement capability
- Able to operate within large programme governance
- Collaborative across technical and business teams
- Comfortable working in fast-paced transformation programmes
Location & Working Model
- Hybrid working
- Approx. 50% on-site in London
- Remaining remote within the UK
- Occasional travel to client operational locations as required
Programme Environment
- Large-scale enterprise CRM transformation
- Multi-partner delivery ecosystem
- Agile release model
- Integration across OSS/BSS and enterprise IT platforms
- Executive-visible strategic programme
Typical Reporting Line
- Reports to: ServiceNow Delivery Lead or Product Owner
- Works closely with:
- CTA/Solution Architect
- Business Analysts
- Developers
- Test Leads
- Telco Operations SMEs
Success Measures
- Quality and completeness of customer stories
- Reduction in requirement rework
- Sprint delivery predictability
- Stakeholder satisfaction
- Alignment between customer journeys and deployed capability
Servicenow Platform Technical Consultant employer: Boost Talent
Contact Detail:
Boost Talent Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Servicenow Platform Technical Consultant
✨Tip Number 1
Network, network, network! Get out there and connect with people in the industry. Attend meetups, webinars, or even just grab a coffee with someone who works in telecom or ServiceNow. You never know who might have a lead on your dream job!
✨Tip Number 2
Show off your skills! Create a portfolio or a personal website showcasing your ServiceNow projects and customer stories. This gives potential employers a taste of what you can do and sets you apart from the crowd.
✨Tip Number 3
Prepare for interviews by practising common questions related to ServiceNow and CRM transformation. Think about how you can demonstrate your understanding of customer journeys and operational processes. We want you to shine!
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of opportunities that might be perfect for you. Plus, it’s a great way to show your interest in joining our team and being part of something big.
We think you need these skills to ace Servicenow Platform Technical Consultant
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience with ServiceNow and the telecommunications sector. We want to see how your skills align with the role of a ServiceNow Platform Technical Consultant, so don’t hold back!
Showcase Your Customer Stories: Since customer story development is key in this role, include examples of how you've translated business needs into actionable workflows. We love seeing real-life applications of your skills, so share those success stories!
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use bullet points where possible to make it easy for us to see your qualifications at a glance. Remember, clarity is key!
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Boost Talent
✨Know Your ServiceNow Stuff
Make sure you brush up on your ServiceNow knowledge, especially around workflows and the specific modules mentioned in the job description like TSM, FSM, and TSOM. Be ready to discuss how you've implemented these in past roles or how you would approach them in this new position.
✨Master Customer Stories
Since customer story development is a key part of the role, prepare examples of how you've translated business requirements into user stories before. Think about the structure of customer journeys and be ready to explain how you ensure they align with operational processes.
✨Engage Stakeholders Like a Pro
This role requires strong stakeholder engagement, so practice how you would facilitate workshops and communicate with different teams. Have a few scenarios in mind where you successfully navigated stakeholder needs and drove customer-centric design principles.
✨Get Agile Ready
Familiarise yourself with Agile methodologies, particularly around backlog refinement and sprint execution. Be prepared to discuss your experience in agile environments and how you’ve contributed to successful project deliveries in the past.