At a Glance
- Tasks: Lead the design and implementation of ServiceNow solutions in a dynamic telecom environment.
- Company: Join a leading telecommunications operator driving digital transformation.
- Benefits: Enjoy a hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Collaborate with innovative teams and enhance your skills in a fast-paced environment.
- Why this job: Be at the forefront of AI-driven service management and make a real impact.
- Qualifications: 12+ years of experience with strong ServiceNow and telecom knowledge required.
The predicted salary is between 63000 - 77000 £ per year.
About The Client
Our client is a leading telecommunications operator driving digital transformation across IT, Network, and Customer Operations.
The client is committed to becoming a digitally automated, data-driven, and AI-enabled telco, leveraging Service Now as a strategic platform to modernise service management, network operations, and customer experience across mobile, fixed, broadband, and enterprise services.
About The Client
Our client is a leading telecommunications operator driving digital transformation across IT, Network, and Customer Operations.
The client is committed to becoming a digitally automated, data-driven, and AI-enabled telco, leveraging Service Now as a strategic platform to modernise service management, network operations, and customer experience across mobile, fixed, broadband, and enterprise services.
Role Overview
We are seeking a highly skilled Service Now Architect with a strong Telco background to lead solution design, configuration, development, and implementation across multiple Service Now modules.
The ideal candidate will have hands‑on experience delivering Service Now solutions in telecom BSS/OSS/Network environments, with deep expertise in CSDM, CMDB, TNI, CSM, ITSM, ITOM, Integrations, and TMF API frameworks.
Knowledge of Now Assist and Gen AI capabilities within Service Now is a strong advantage.
This role requires a combination of technical expertise, solution design skills, and telco domain knowledge to build scalable, high-quality Service Now solutions that support the client’s complex telco service management and operations landscape.
Key Responsibilities
- The successful candidate will lead solution design and architecture across the Service Now platform, driving the end-to-end design and configuration of Service Now solutions for the client’s telco processes.
- They will align solution architecture with CSDM 4.0+, CMDB best practices, and enterprise data models, and will design telecom‑specific data models, service models, CI classes, and relationships using TNI (Telco Network Inventory) and extended CMDB classes.
This includes producing high‑level and low‑level design documents, process flows, and integration blueprints.
- A significant part of the role will focus on hands‑on Service Now configuration and development.
- The Architect will configure and develop Service Now applications across CSM (Customer Service Management), ITSM, ITOM (Discovery, Service Mapping, Event Management), CMDB, TNI / Telco extensions, and Integration Hub.
- They will implement custom workflows, business rules, client scripts, UI policies, and automation capabilities, and will develop integrations with BSS/OSS, network systems, external CRMs, and ticketing tools using REST/SOAP, MID Server, Integration Hub, and TM Forum Open APIs.
- The Architect will drive CMDB, CSDM, and TNI excellence by ensuring CMDB health, data quality, and alignment with CSDM.
- They will define CI class models, relationships, reconciliation rules, and lifecycle management for telecom services; set up TNI for network elements, logical/physical inventory, and cross‑domain visualisation; and ensure consistent service modelling across IT, network, and customer domains.
- The role also involves AI/Gen AI and Now Assist enablement.
- The Architect will leverage Service Now Now Assist Gen AI capabilities for case summarisation, ticket automation, agent assistance, search, and workflow optimisation.
- They will identify opportunities to automate telco service operations using Gen AI and predictive intelligence, and promote AI‑native workflows across CSM, ITSM, ITOM, and telco operational processes.
- Deep integration and telco systems knowledge will be essential.
- The Architect will integrate Service Now with the client's telco BSS/OSS systems — including CRM, Billing, Order Management, Trouble Ticketing, Network Assurance & Monitoring Systems (NMS/EMS/OSS), and Inventory/Topology systems.
- They will apply a strong understanding of TMF APIs (TMF620, TMF641, TMF632, TMF638, TMF640, etc.) and develop and test API‑driven data synchronisation and real‑time event flows.
- Finally, the role includes stakeholder engagement and delivery leadership.
The Architect will work closely with the client's product owners, architects, and operations teams to gather requirements and translate them into scalable solutions.
- They will support sprint planning, UAT activities, release cycles, and deployment; troubleshoot, optimise, and continuously improve platform performance; and create training materials and conduct knowledge‑transfer sessions.
- Technical Skills
- Required Skills and Experience
12–15 years of overall experience with 4+ years in Service Now.
- Deep Understanding Of
- CSDM (persona, domains, service modelling)
- CMDB & CMDB CI class modelling
- Telco Network Inventory (TNI)
- CSM, ITSM, ITOM
- Integrations (REST/SOAP, API orchestration, MID Server)
- Service Mapping & Discovery in Telco environments
- Expertise in scripting (Java Script), Flow Designer, and Integration Hub.
- Working knowledge of Now Assist, Predictive Intelligence, and Virtual Agent.
- Telco Domain Skills
- Understanding of telco service fulfilment and assurance.
- Awareness of network domains (RAN, Core, Transport, Fixed Broadband) and logical/physical network modelling.
- Experience integrating or modelling telco BSS/OSS systems.
- Soft Skills
- Strong communication and stakeholder engagement skills.
- Ability to translate complex technical concepts into business language.
- Excellent documentation, presentation, and requirement analysis capabilities.
- Problem‑solving mindset with a detail‑oriented approach.
- Preferred Qualifications
- Service Now Certified System Administrator (CSA).
- Certification in CSM, ITSM, ITOM, or CMDB/CSDM specialisations.
- Experience in Telco‑specific deployment projects (mobile, fibre, enterprise services).
- Knowledge of TMF frameworks, SID, e TOM, and API security.
- Experience with workflow automation, RPA, or Gen AI platforms.
- Why This Role Is Important
- This role is central to transforming the client into a digitally automated, data‑driven, and AI‑enabled telco.
With Service Now as a strategic platform, the Architect will drive modernisation across IT, Network, and Customer Operations, ensuring consistent service models and intelligent workflows.
Working Model
This is a UK‑based hybrid role.
The successful candidate should be comfortable working remotely for the majority of the engagement while attending client workshops, design sessions, planning events, or key delivery milestones at the client’s UK locations as required.
- Cog WW901
- #J-18808-Ljbffr
ServiceNow Architect - Telecom employer: Cognizant
Cognizant is an exceptional employer that fosters a collaborative and innovative work culture, making it an ideal place for professionals seeking to excel in their careers. With a strong emphasis on employee growth and development, you will have access to mentorship opportunities and the chance to lead transformative projects in a dynamic environment. Located in a vibrant area, Cognizant offers unique advantages such as a diverse team and a commitment to work-life balance, ensuring that your contributions are both meaningful and rewarding.
StudySmarter Expert Advice🤫
We think this is how you could land ServiceNow Architect - Telecom
✨Get Chummy with Industry Events
Dive into telecommunications networking conferences and expos. These are golden opportunities to meet potential employers like Cognizant and learn about open positions directly from their teams. Keep an eye out for workshops or panels – they’re perfect for showcasing your passion and expertise!
✨Join Networking Communities
Find online forums or local meetups that focus on telecommunications and networking. Sites like LinkedIn Groups or Reddit communities can be great for connecting with professionals in the field. Just remember to participate in discussions – you never know when someone might mention job openings at places like Cognizant.
✨Showcase Your Skills with Personal Projects
If you’ve got any personal projects or contributions to open-source networking tools, flaunt them! Create a portfolio that showcases your skills relevant to what telecommunication companies are looking for. It’s a great conversation starter during interviews and networking chats.
✨Utilise Online Job Boards Wisely
While we’re all about encouraging you to apply through our website, also keep an eye on job boards specific to tech and telecommunication roles. Websites such as Telecommunication Jobs and TechCareers often list full-time roles that may not appear elsewhere. Just be sure to tailor every application to grab attention – even small tweaks can make a big difference!
We think you need these skills to ace ServiceNow Architect - Telecom
Some tips for your application 🫡
Show Off Your Technical Know-How:When you're applying for a role in telecommunications and networking, it’s crucial to highlight your technical skills. Mention specific technologies you're proficient in, like IP networking, VoIP, or security protocols. Be sure your CV includes any relevant certifications such as CCNA or CompTIA Network+; they really show you've got the chops for the job.
Tailor Your Experience to Match Networking Projects:In your CV and cover letter, don’t just list your past jobs—showcase specific projects that align with the role! If you've worked on network design, implementation, or troubleshooting, weave those experiences in and highlight metrics to demonstrate your impact. This paints a vivid picture of how you'd fit into the role at Cognizant.
Show Enthusiasm for the Industry:With telecommunications evolving rapidly, it’s important to express your passion for the field in your application. Mention any trends or innovations you've been following that excite you and how they'd influence your work. This can really set you apart and show that you're not just after a job, but a career!
Keep It Clean and Professional:While it’s important to be personable, ensure your application maintains a clean and structured format. Use clear headings and bullet points to make it easy for hiring managers to dig into your skills and experience. Remember, you’re applying for a full-time role, so a well-organised application will signal your seriousness about the position at Cognizant.
How to prepare for a job interview at Cognizant
✨Brush Up on Networking Protocols
Make sure you’re up to speed with the key networking protocols like TCP/IP, UDP, and perhaps even MPLS if it's relevant. We can expect technical questions about how these protocols function and the problems they solve, so a solid understanding will help you shine.
✨Showcase Your Projects
Got a portfolio? Bring it along! Highlight any relevant projects where you've designed or managed network systems. This is your chance to demonstrate practical experience; employers love to see how your skills can be applied in real-world scenarios.
✨Get Comfortable with Technical Scenarios
You might be faced with a case study or a technical troubleshooting scenario during the interview. Practise responding to common networking issues—like packet loss or latency problems. Thinking through these scenarios will help us sound confident and competent in our responses.
✨Emphasise Team Collaboration Skills
In the telecommunications field, teamwork is key! Make sure to share examples of how you’ve worked collaboratively, whether in past jobs or projects at uni. Employers want to see that you’re not just technically savvy, but also great at working within a team setting.
