ServiceNow TSM Lead

Hello,

I hope you're doing well.

I’m Abhay from Inceptra Solutions LLC. I came across your profile and felt it could be a good match for a current opportunity we’re working on.

Opportunity Details                                                                                                                                       

• Role: ServiceNow TSM Lead
• Type: Contract
• Location: Remote – Anywhere in USA
• Onsite: Remote
• Interview Process: Virtual

Job Description – ServiceNow TSM Lead

Role Overview

Experienced and highly motivated ServiceNow TSM (Telecom Service Management) Lead with 15+ years of overall IT experience, including significant hands-on expertise in the ServiceNow platform. The candidate will lead a team of developers and analysts while serving as the primary liaison between business stakeholders, product owners, architects, and delivery teams.

The ideal candidate will possess deep expertise in ServiceNow Telecom Service Management (TSM), strong architecture and design capabilities, excellent stakeholder management skills, and experience driving end-to-end solution delivery in complex enterprise or telecom environments.

Key Responsibilities

ServiceNow TSM Solution Leadership
• Lead the design, development, enhancement, and implementation of ServiceNow TSM solutions.
• Provide technical leadership for TSM capabilities including:

• Case Management
• Incident Management
• Problem Management
• Major Incident Management (MIM)
• Service Level Management
• Knowledge Management
• Service Catalog and Request Management
  • Drive adoption of ServiceNow best practices, CSDM, and platform governance standards.

Team Leadership & Delivery Management
• Manage and mentor a team of ServiceNow developers, analysts, and administrators.
• Provide technical guidance and perform code, configuration, and design reviews.
• Ensure timely delivery of project commitments while maintaining platform quality and performance.
• Participate in sprint planning, backlog grooming, release planning, and defect triage activities.

Stakeholder Management
• Act as the primary point of contact for business stakeholders and client teams.
• Facilitate requirement gathering and requirement clarification sessions.
• Drive issue resolution and coordinate cross-functional teams to resolve delivery blockers.
• Present solution approaches, status updates, risks, and recommendations to leadership and stakeholders.

Architecture & Design Governance
• Participate in architecture review boards and solution design discussions.
• Define scalable and maintainable ServiceNow solution architectures.
• Review technical designs, integrations, workflows, data models, and security designs.
• Ensure alignment with enterprise architecture standards and ServiceNow platform best practices.

Platform & Integration Expertise
• Lead integrations between ServiceNow and external enterprise systems using APIs, IntegrationHub, Flow Designer, and middleware platforms.
• Review and optimize platform performance, security, scalability, and maintainability.
• Support upgrade planning, instance strategy, and platform roadmap discussions.

Required Skills & Experience

Technical Skills
• 15+ years of overall IT experience.
• 6+ years of hands-on ServiceNow implementation and development experience.
• Strong expertise in:

• ServiceNow TSM (Telecom Service Management)
• ITSM
• CMDB
• Service Catalog
• Flow Designer
• IntegrationHub
• Business Rules, Script Includes, UI Policies, Client Scripts
• REST/SOAP Integrations
  • Experience with:
• CSDM
• Service Mapping
• Performance Analytics and Reporting
• Platform Security and Governance

Leadership & Communication
• Proven experience leading ServiceNow delivery teams.
• Excellent stakeholder management and communication skills.
• Ability to lead requirement workshops and solution discussions with business and technical stakeholders.
• Strong problem-solving and conflict-resolution capabilities.

Architecture Experience
• Experience participating in enterprise architecture and solution design reviews.
• Ability to create and review:

• HLDs
• LLDs
• Integration designs
• Data models
• Security architecture documentation

Preferred Skills

Experience in one or more of the following ServiceNow modules:
• SOM (Service Operations Management)
• FSM (Field Service Management)
• SPM (Strategic Portfolio Management)
• ITSM
• CSM
• HAM Pro
• SAM Pro
• Service Bridge
• AI/Now Assist capabilities

Domain Experience (Preferred)

• Telecom industry experience.
• Understanding of OSS/BSS ecosystems.
• Experience in Service Assurance or Trouble-to-Resolve processes.
• Exposure to network operations, outage management, maintenance workflows, and customer service processes.

Certifications (Preferred)

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Implementation Specialist (CIS)
• ServiceNow Application Developer (CAD)
• Telecom Service Management Certification (preferred)

Please share your updated resume and a good time for a quick conversation.

Looking forward to your response.

Thanks & Regards

Abhay Kumar Jain

Senior Technical Recruiter

INCEPTRA SOLUTIONS LLC

1520 Creekside Dr, Hoffman Estates, IL 60169

Phone Number: +1 ext. 115

Email: 

LinkedIn:

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