ServiceNow TSOM Consultant

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