Overview:
The Senior Solutions Architect – ServiceNow OSS is responsible for designing and governing enterprise-scale ServiceNow solutions that enable telecommunications and digital service providers to modernize Operational Support Systems (OSS), automate service operations, improve service assurance, and accelerate digital transformation.
This role combines deep expertise in ServiceNow architecture with OSS/BSS domain knowledge, driving the integration of network operations, service management, inventory management, fault management, observability, and service assurance capabilities. The individual will serve as a trusted advisor to business and technology stakeholders, ensuring alignment between ServiceNow capabilities, telecom operations, and enterprise architecture principles.
Responsibilities:
OSS Solution Architecture
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Define end-to-end architecture for ServiceNow-based OSS transformation initiatives.
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Design scalable solutions supporting telecom operational processes including:
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Service Fulfillment
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Service Assurance
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Service Inventory
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Fault Management
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Event Management
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Network Operations
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Change and Service Lifecycle Management
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Develop architecture roadmaps aligned with TM Forum standards and enterprise digital transformation goals.
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Ensure solution designs support cloud-native, API-first, and event-driven architectures.
ServiceNow Platform Leadership
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Lead architecture and solution design across ServiceNow modules including:
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ITSM
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ITOM
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Telecom Service Operations Management (TSOM)
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Telecommunications Network Inventory (TNI)
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Service Graph Connectors
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CMDB
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Discovery
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Event Management
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Service Mapping
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AIOps
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Strategic Portfolio Management (SPM)
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CSM
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Define platform governance, standards, and reusable design patterns.
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Minimize customizations by maximizing the adoption of out-of-the-box ServiceNow capabilities.
Telecom OSS Transformation
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Architect solutions supporting telecom operational processes based on TM Forum eTOM framework.
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Enable integration between ServiceNow and OSS/BSS ecosystems.
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Drive modernization of legacy OSS platforms to ServiceNow-based operational models.
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Support network transformation initiatives involving:
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Fixed Networks
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Mobile Networks
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Fiber Networks
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SD-WAN
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5G Infrastructure
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Data Centers
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Cloud-based Services
Integration Architecture
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Design enterprise integration frameworks connecting ServiceNow with:
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Inventory Systems
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NMS (Network Management Systems)
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EMS Platforms
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Monitoring Tools
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Cloud Platforms
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CRM Platforms
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Billing Systems
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Workforce Management Systems
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Define API strategies leveraging:
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REST APIs
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SOAP APIs
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Kafka
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Event Streaming
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IntegrationHub
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Middleware Platforms
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Microservices
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Ensure data consistency across OSS ecosystems.
Service Assurance & Observability
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Architect solutions for:
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Network Fault Monitoring
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Alarm Correlation
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Root Cause Analysis
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Incident Automation
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Service Health Monitoring
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Predictive Operations
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Service Impact Analysis
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Drive adoption of AIOps and intelligent automation capabilities.
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Implement observability-driven operational architectures.
Stakeholder Engagement
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Partner with business leaders, OSS architects, network operations teams, enterprise architects, and ServiceNow stakeholders.
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Conduct architecture workshops and solution discovery sessions.
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Present architecture recommendations and transformation strategies to senior leadership.
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Act as trusted advisor for telecom operational modernization initiatives.
Governance & Risk Management
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Establish architecture review processes and design governance practices.
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Ensure compliance with security, regulatory, and operational standards.
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Identify architecture risks and provide mitigation strategies.
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Promote architecture consistency across programs and initiatives.
Requirements:
Education
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Bachelor's Degree in Computer Science, Telecommunications, Engineering, Information Technology, or a related discipline.
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Master's Degree preferred.
Professional Experience
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12+ years of overall IT and Telecommunications experience.
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8+ years of solution architecture experience.
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Experience delivering large-scale OSS transformation programs.
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Experience working in Telecommunications, Communication Service Providers (CSPs), Media, or Network Operations environments.
Technical Competencies
ServiceNow Expertise
Strong hands-on architecture experience across:
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ITSM
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ITOM
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Event Management
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Discovery
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Service Mapping
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CMDB
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IntegrationHub
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TSOM
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Telecommunications Network Inventory (TNI)
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Strategic Portfolio Management
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CSM
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Service Graph
OSS Domain Expertise
Deep understanding of:
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TM Forum eTOM Framework
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SID Data Models
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Fulfillment, Assurance & Billing (FAB)
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Network Inventory Management
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Service Inventory Management
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Fault Management
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Performance Management
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Service Assurance
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Field Service Operations
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Network Lifecycle Management
Network Technologies
Knowledge of:
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4G/5G Networks
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Fiber and Fixed Networks
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SDN/NFV
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IP/MPLS Networks
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Cloud Networking
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Hybrid Cloud Architecture
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Network Automation Frameworks
Integration Technologies
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REST/SOAP APIs
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Kafka
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Microservices
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Event-Driven Architecture
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Middleware Platforms
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Azure Integration Services
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AWS Integration Services
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ServiceNow IntegrationHub
Leadership Competencies
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Enterprise Architecture Leadership
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Strategic Thinking
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Telecom Domain Consulting
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Executive Communication
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Stakeholder Management
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Problem Solving
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Innovation Leadership
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Cross-functional Collaboration
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Mentoring and Team Development
Preferred Certifications
ServiceNow
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ServiceNow Certified Technical Architect (CTA) – Preferred
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Certified System Administrator (CSA)
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Certified Implementation Specialist (CIS)
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Certified Telecom Service Operations Management (TSOM)
