This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.
The Company
Cognizant (NASDAQ:CTSH) is a leading provider of information technology, consulting, and business process outsourcing services, dedicated to helping the world's leading companies build stronger businesses. Headquartered in Teaneck, New Jersey (U.S.), Cognizant has over 350,000 employees as of January 2024. Cognizant is a member of the NASDAQ-100, the S&P 500, the Forbes Global 1000, and the Fortune 500 and is ranked among the top performing and fastest growing companies in the world.
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
- 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.
The Cognizant community:
We are a high calibre team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.
- Cognizant is a global community with more than 300,000 associates around the world.
- We don't just dream of a better way - we make it happen.
- We take care of our people, clients, company, communities and climate by doing what's right.
- We foster an innovative environment where you can build the career path that's right for you.
About us:
Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World's Best Employers 2025) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com
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.
Disclaimer: 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.
#J-18808-Ljbffr