ServiceNow TSOM Consultant

Job Title: ServiceNow TSOM Consultant

Location: Cary, NC (Hybrid)

Job Description:

• 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 (Preferred)

• CSA & CAD is a Must and ServiceNow CIS ITOM (preferred)
• ServiceNow TSOM-related micro-certifications (preferred)
• CTA / CMA for senior architect roles