ServiceNow TSM

Key Responsibilities:

• Gather, analyze, and document business requirements for ServiceNow TSM implementations and enhancements.
• Conduct workshops, stakeholder interviews, and requirement elicitation sessions with telecom operations, service assurance, fulfillment, and customer service teams.
• Translate business requirements into detailed functional specifications, user stories, process flows, and acceptance criteria.
• Collaborate with ServiceNow architects and developers to design scalable TSM solutions.
• Configure and validate telecom-specific workflows, case management, service inventory, order orchestration, and service lifecycle processes.
• Support integration requirements between ServiceNow and telecom OSS/BSS systems.
• Facilitate Agile ceremonies including backlog refinement, sprint planning, UAT, and stakeholder reviews.
• Create process diagrams, business requirement documents (BRD), functional specifications, and training materials.
• Coordinate User Acceptance Testing (UAT), defect management, and production deployment activities.
• Ensure solutions align with telecom industry best practices and organizational objectives.

Required Skills

• Strong experience in ServiceNow implementations.
• Hands-on Experience on ServiceNow Telecom Service Management (TSM).
• Understanding of telecom operations, service fulfillment, service assurance, network inventory, and customer service processes.
• Experience in requirements gathering, process mapping, gap analysis, and solution design.
• Familiarity with Agile/Scrum delivery methodologies.
• Excellent stakeholder management and communication skills.