Role : ServiceNow Architect - OMT, TSOM & ITOM (Telecom Domain)

Experience : 10+ Years

Role Summary :

We are looking for a highly technical ServiceNow Architect with extensive experience in OMT (Order Management for Telco), TSOM (Telecom Service Orchestration & Management), and the ITOM suite. The role focuses on designing and implementing complex telecom-grade ServiceNow solutions involving Discovery, Service Mapping, Event Correlation, Network Inventory synchronization, Telco service lifecycle orchestration, and large-scale CMDB architecture.

The candidate must have deep hands-on capability with ServiceNow internals, integrations, low-level APIs, workflow engines, MID Server architecture, and telecom OSS/BSS data models.

Technical Responsibilities :

1. Platform Architecture & Core Engineering :

- Architect multi-application ServiceNow solutions involving OMT, TSOM, ITOM, and custom scoped applications.

- Build multi-layer service models for telecom (Network ? Service ? Customer) using CSDM 4.0/5.0 concepts.

- Design scalable CMDB architecture including class extensions, CI relationships, reconciliation rules, identification rules, and CI normalization pipelines.

- Develop distributed MID Server strategies for telecom networks, handling network segmentation, load balancing, and discovery performance tuning.

- Establish architectural guardrails for runtime performance, asynchronous execution, and integration throughput.

2. ITOM Implementation (Deep Technical) :

- Architect advanced Discovery patterns for telecom equipment (RAN, Core, Transport, IP/MPLS).

- Configure & extend Service Mapping using horizontal/vertical discovery, probes, patterns, SSH/WMI/SNMP/JDBC integrations.

- Implement Event Management with complex alert correlation rules, health scoring, anomaly detection, and multi-source event ingestion.

- Build AIOps workflows integrating log analytics, ML-based alert noise reduction, and root-cause algorithms.

- Configure Orchestration including Workflow Editor, Flow Designer, Integration Hub, REST/SOAP orchestrations, and script actions.

3. TSOM & OMT (Telco-Focused Technical Work) :

- Model telecom services using TPs (Technical Products), CSRs (Customer Service Records), and network service constructs.

- Implement TSOM Service Order Decomposition and E2E Telco lifecycle management including :

a. Service Catalog modeling for telco offerings

b. Technical Order decomposition rules

c. Activation workflows

d. Network provisioning integrations

- Build event-to-service correlation using topology mapping, network hierarchy modeling, and service impact analysis.

- Integrate TSOM/OMT with OSS/BSS systems using REST, TMF APIs (TMF622, TMF640, TMF638), and message queues (Kafka, AMQP, MQ).

4. Integration Architecture & Data Pipeline Engineering :

- Design and implement robust, scalable integrations with :

a. NMS/EMS systems

b. OSS/BSS stacks

c. Inventory & topology systems

d. Alarm/event gateways

- Create integration patterns :

a. REST/SOAP

b. MID Server JDBC/PowerShell/Shell

c. Kafka streaming

d. File-based ETL pipelines

- Build custom IntegrationHub spokes and transform maps for telecom-specific data ingestion.

- Optimize processing of high-volume telecom events (e.g., millions/day) through async queues, ECC optimizations, and batch pipelines.

5. Platform Engineering & Production Operations :

- Own ServiceNow platform performance tuning (script optimization, DB indexes, table partitioning checks, async job tuning).

- Manage production instance operations :

a. Upgrade planning

b. Plugin activation

c. Scoped app maintainability

d. Clustering validation

- Implement observability for the ServiceNow platform itself (logs, metrics, error telemetry).

- Lead troubleshooting of Discovery failures, MID Server outages, integration errors, and CMDB inconsistencies.

Technical Skill Requirements :

ServiceNow Technical Expertise :

- 10+ years hands-on with ServiceNow; 5+ as a Platform Architect.

- Expert-level knowledge of :

a. OMT & TSOM modules

b. ITOM (Discovery, Service Mapping, Event Management, Orchestration, Health Log Analytics)

c. CMDB design, CSDM implementation, CI lifecycle management

d. Glide API, GlideRecord, Script Includes, UI Policies, Business Rules, Flow Designer

- Strong knowledge of MID Server architecture, probe/sensor development, pattern creation.

Telecom Technology Expertise :

- Understanding of telecom network domains :

a. RAN (LTE/5G)

b. Core (EPC/5GC)

c. Transport (DWDM, IP/MPLS)

- Practical implementation of service assurance workflows :

a. Fault Event normalization

b. Topology-driven RCA

c. Service Impact Analytics

- Familiarity with OSS frameworks and TMF standards.

Integration & Development Skills :

- Strong experience with :

a. REST/SOAP API development

b. OAuth, SAML, JWT, Mutual TLS

c. Kafka, MQ, Webhooks, event bus patterns

d. Custom app development & scoped app versioning

- Strong JavaScript ES5/ES6, regex, data parsing, and async execution handling.