Senior Business Process Architect – Telecom, ServiceNow
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Job Description
Senior architect helping telecom clients modernize business processes and workflows. Advising organizations through ServiceNow-enabled transformation as an AI-first ServiceNow partner.
Responsibilities:
- Lead discovery sessions, workshops, and stakeholder interviews to understand telecom operating models, pain points, and transformation opportunities
- Analyze and redesign end-to-end business processes across service operations, network inventory, incident and case management, fulfillment, field service, and customer support
- Define current-state and future-state process flows, business requirements, operating model changes, and value roadmaps
- Advise clients on aligning business processes with ServiceNow telecom capabilities including TSOM, TNI, TSM, ITSM, and FSM
- Standardize and optimize workflows across OSS/BSS, network operations, customer operations, and enterprise service functions
- Guide clients on telecom process frameworks and integration patterns including TM Forum eTOM, SID, Open APIs, and OSS/BSS alignment
- Facilitate executive and working sessions concerning priorities, outcomes, governance, and transformation scope
- Partner with solution architects, technical consultants, delivery leaders, and client teams on practical, scalable, measurable process designs
- Translate business needs into functional requirements, user stories, epics, KPI definitions, and transformation roadmaps
- Support pre-sales and solutioning conversations for business-led telecom transformation strategies
- Contribute to thought leadership and internal capability development
- Define success metrics and operational KPIs tied to efficiency, service quality, visibility, risk reduction, and cost optimization
- Recommend governance structures, process controls, and adoption strategies
- Identify process maturity, automation, and user and customer experience improvements
- Help clients prioritize initiatives that drive measurable outcomes and accelerate time to value
Requirements:
- Strong experience in telecom business process consulting, transformation, or operational design
- Deep understanding of telecom workflows and operating models across TSOM, TNI, TSM, ITSM, FSM, and related service operations
- Experience working with ServiceNow in a consulting or client-facing capacity
- Ability to lead process discovery workshops, requirements gathering, and future-state design discussions
- Experience mapping and optimizing end-to-end telecom processes across network/service inventory, service assurance, service fulfillment, field service operations, customer support, and cross-functional workflows
- Familiarity with TM Forum eTOM, SID, Open APIs, and OSS/BSS integration environments
- Strong understanding of ITIL and service management process design
- Excellent communication and stakeholder influence skills
- Strong business documentation skills, including process maps, requirements, roadmaps, business cases, and operating model recommendations
- Ability to work in a matrixed, collaborative, fast-moving consulting environment
- Bachelor’s degree in Business, Information Systems, Telecommunications, Engineering, or equivalent work experience
- 8–12 years of experience in telecom operations, business process consulting, transformation, or ServiceNow-related advisory work
- ServiceNow certifications are valued
- ITIL certification preferred
- TM Forum or business process improvement certifications are a plus
- Preferred: ServiceNow telecom solutions, CSDM, OSS/BSS modernization, inventory models, order orchestration, KPIs, governance models, adoption strategies, Lean, Six Sigma, business process improvement, business architecture, and consulting/professional services experience
Benefits:
- Flexible, remote-first culture
- Growth, balance, and continuous learning
- Competitive compensation
- Healthcare, dental, and vision
- 401(k)
- Paid time off
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