Position: ServiceNow TSM (Telecommunications Service Management) Lead

Experience: 7+ years

Job Location: Remote

Job Summary:

We are seeking an experienced and skilled ServiceNow Telecommunications Service Management (TSM) Lead to join our dynamic team. The ideal candidate will have over 7 years of experience working with ServiceNow, particularly with the TSM module, and expertise in scripting, integration, and customizing workflows. This is a remote position, and the role requires the ability to work collaboratively with cross-functional teams and lead service management initiatives.

Key Responsibilities:

• Lead the design, implementation, and configuration of ServiceNow’s Telecommunications Service Management (TSM) module.
• Provide technical leadership, mentoring, and guidance to junior team members on best practices in ServiceNow TSM.
• Work closely with business stakeholders to understand requirements and translate them into effective technical solutions.
• Develop and maintain custom scripts, including Business Rules, Client Scripts, UI Actions, and Workflow Scripts in the ServiceNow platform.
• Design and configure integrations with other tools and systems, ensuring seamless data flow and operations.
• Customize and optimize ServiceNow TSM workflows to enhance service delivery and incident management.
• Lead and participate in the creation of ServiceNow reports, dashboards, and performance analytics for monitoring and improving telecommunications services.
• Collaborate with various teams such as ITIL Process Owners, Service Owners, and other developers to ensure that the solution meets organizational goals and standards.
• Troubleshoot and resolve technical issues related to the ServiceNow TSM module and integrations.
• Ensure compliance with security standards and best practices when implementing solutions.
• Stay up to date with new releases and features of ServiceNow and the TSM module, advising the organization on their benefits.
• Ensure timely and successful delivery of projects, meeting all deadlines and objectives.

Required Skills and Qualifications:

• Experience: 7+ years of experience with ServiceNow, with a strong focus on Telecommunications Service Management (TSM) module.
• Scripting: Proficiency in ServiceNow scripting, including Business Rules, Client Scripts, UI Actions, and Script Includes.
• Integration: Experience with ServiceNow integration using REST, SOAP, and other integration tools. Strong understanding of integration techniques to connect ServiceNow with other enterprise systems.
• ServiceNow Modules: In-depth knowledge of ServiceNow modules, especially TSM, Incident Management, Problem Management, Change Management, and Service Catalog.
• Leadership: Proven experience in a leadership role, leading a team of developers and collaborating with cross-functional teams.
• Telecommunications: Strong understanding of telecommunications processes, service delivery, and lifecycle management.
• Problem Solving: Excellent analytical and troubleshooting skills, with a focus on providing innovative and efficient solutions.
• Communication: Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical stakeholders.
• Certifications: ServiceNow Certified Application Developer (CAD), ServiceNow Certified Implementation Specialist (CIS) in Telecommunications Service Management (TSM) is a plus.