ServiceNow TSOM Engineer

Role: ServiceNow TSOM Consultant/Architect
Location:  North Carolina, US (Remote work is also fine, but the candidate must be able to go to the office when required)

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