Key skills
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About this role
Role - ServiceNow- TSOM
Location – Remote
Contract
TSOM Role Overview
The ServiceNow TSOM Consultant/Architect is responsible for designing, implementing, and optimizing Telecommunications Service Operations Management (TSOM) solutions on the ServiceNow platform. The role focuses on service assurance, network/service visibility, event correlation, and proactive operations, enabling telecom organizations to improve service reliability and customer experience.
Key Responsibilities
- Design and implement ServiceNow TSOM solutions aligned with telecom service assurance and operations requirements
- Integrate network, cloud, and infrastructure events into ServiceNow for centralized visibility and correlation
- Configure service topology and service health views to map network events to impacted services and customers
- Enable AIOps-driven alert correlation and anomaly detection to reduce noise and accelerate root-cause analysis
- Drive automation and orchestration for incident creation, enrichment, and remediation workflows
- Collaborate with NOC, Service Assurance, and IT teams to improve operational efficiency and MTTR
- Support reporting and dashboards for operational leadership and service reliability metrics
- Participate in pre-sales, solution workshops, and architecture discussions where required
Required Skills & Experience
- Strong hands-on experience with ServiceNow TSOM
- Solid understanding of ITOM, including event management and service mapping
- Experience with telecom network operations (service assurance, alarms, outages, customer impact)
- Knowledge of CMDB, service topology, and data integrations
- Experience working with large-scale, high-volume event environments
- Strong stakeholder communication and solution-design skills
Certifications (Must)
- CSA & CAD is a Must and ServiceNow CIS – ITOM (Must)
- ServiceNow TSOM-related micro-certifications (Must)
- CTA / CMA for senior architect roles
Typical Experience Range
- Consultant / Senior Consultant: 6–8 years overall experience, with strong TSOM exposure
- Architect: 8+ years overall experience, including enterprise-scale TSOM implementations