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ServiceNow Architect, Telco Consulting

00070056972

Cognizant Consulting

At Cognizant, our consultants orchestrate the capabilities to truly change the game across strategy, design, technology and industry/functional knowledge to deliver insight at speed and solutions at scale. Our consulting services elevate the unique abilities and business aspirations of customers and employees and build relationships based on trust and value.

Role Overview

We are seeking a highly skilled ServiceNow Architect with strong Telco background to lead solution design, configuration, development, and implementation across multiple ServiceNow modules. The ideal candidate will have hands-on experience delivering ServiceNow solutions in telecom BSS/OSS/Network environments, with deep expertise in CSDM, CMDB, TNI, CSM, ITSM, ITOM, Integrations, and TMF API frameworks. Knowledge of NowAssist and GenAI capabilities within ServiceNow is a strong advantage.

This role requires a combination of technical expertise, solution design skills, and telco domain knowledge to build scalable, high-quality ServiceNow solutions that support complex telco service management and operations landscapes.

Key Responsibilities

Solution Design & Architecture

  • Lead end-to-end design and configuration of ServiceNow solutions for telco processes.

  • Align solution architecture with CSDM 4.0+, CMDB best practices, and enterprise data models.

  • Design telecom-specific data models, service models, CI classes, and relationships using TNI (Telco Network Inventory) and extended CMDB classes.

  • Create high-level and low-level design documents, process flows, and integration blueprints.

Hands-on ServiceNow Configuration & Development

  • Configure and develop ServiceNow applications using:

  • CSM (Customer Service Management)

  • ITSM

  • ITOM (Discovery, Service Mapping, Event Management)

  • CMDB

  • TNI / Telco extensions

  • IntegrationHub

  • Implement custom workflows, business rules, client scripts, UI policies, and automation capabilities.

  • Develop integrations with BSS/OSS, network systems, external CRMs, and ticketing tools using REST/SOAP, MID Server, IntegrationHub, and TM Forum Open APIs.

CMDB, CSDM & TNI Excellence

  • Ensure CMDB health, data quality, and alignment with CSDM.

  • 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.

  • Ensure consistent service modelling across IT, network, and customer domains.

AI/GenAI & NowAssist Enablement

  • Leverage ServiceNow NowAssist GenAI capabilities for case summarisation, ticket automation, agent assistance, search, and workflow optimisation.

  • Identify opportunities to automate telco service operations using GenAI and predictive intelligence.

  • Promote AI-native workflows for CSM, ITSM, ITOM, and telco operational processes.

Integration & Telco Systems Knowledge

  • Integrate ServiceNow with telco BSS/OSS systems such as:

  • CRM, Billing, Order Management

  • Trouble Ticketing

  • Network Assurance & Monitoring Systems (NMS/EMS/OSS)

  • Inventory/Topology systems

  • Strong understanding of TMF APIs (TMF620, TMF641, TMF632, TMF638, TMF640, etc.).

  • Develop and test API-driven data synchronisation and real-time event flows.

Stakeholder Engagement & Delivery

  • Work closely with product owners, architects, and operations teams to gather requirements and translate them into scalable solutions.

  • Support sprint planning, UAT activities, release cycles, and deployment.

  • Troubleshoot, optimise, and continuously improve platform performance.

  • Create training materials and conduct knowledge-transfer sessions.

Required Technical Skills & Experience

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 (JavaScript), Flow Designer, IntegrationHub.

  • Working knowledge of NowAssist, Predictive Intelligence, Virtual Agent.

Telco Domain Skills

  • Understanding of telco service fulfillment & 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

  • ServiceNow 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, eTOM, and API security.

  • Experience with workflow automation, RPA, or GenAI platforms.

Why This Role Is Important

This role is central to transforming the operator into a digitally automated, data-driven, and AI-enabled telco. With ServiceNow as a strategic platform, the consultant will drive modernization across IT, Network, and Customer Operations, ensuring consistent service models and intelligent workflows.

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About Cognizant: 
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.

Additional employment information
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.

Benefits that help you thrive and grow

Our benefits program is built with you in mind—so you can enjoy a fulfilling, balanced and healthy life.

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Financial wellbeing

We regularly review market data to ensure compensation reflects the value you bring. Your benefits extend beyond pay and may include retirement plans, financial education, etc.

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Physical and mental health

We empower you to prioritize your wellbeing through paid time off, flexible working where possible, healthcare plans, counselling, our Mental Health Allyship program and more. 

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Your career, your way

With 350,000+ roles at Cognizant, you’ll have opportunities explore new technologies, industries and locations—and build the skills you need to grow your career.

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Real-world impact

Think about the biggest brands you rely on. Chances are, they rely on us to help strengthen their business. Here, you’ll turn bold ideas into solutions that improve lives everywhere.

Your path to Cognizant

Here’s what you can expect from our hiring process. Please keep in mind that it may vary by role and location. Explore our FAQs to learn more.

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Step 1: Apply to the right opportunity

Find an open role that matches your skills and career goals and show us why you’re the person for the job. Don’t see the right opportunity? Consider joining our Talent Community.

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Step 2: Connect with your recruiter

If one of our recruiters sees a fit, they’ll set up a short intro call to learn more about you and how your experiences and skills match the role.

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Step 3: Show off your skills

If you and our team would like to continue the process, you’ll interview with our hiring team. Some roles may also require technical assessments and/or client interviews.

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Step 4: Decision time

Our team will then review each candidates’ potential to succeed in the role. This step may take some time because we want to find the right fit for both you and us—but you can count on us to keep you updated.

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