Job Details:
The ideal candidate combines telecom operations knowledge, ServiceNow functional and architecture experience, consulting skills, and delivery leadership. The role will work directly with Network Operations Center (NOC), IT Service Management (ITSM), Configuration Management Database (CMDB), network engineering, architecture, and development teams to translate operational needs into implementable designs and AI-enabled use cases.
This is not a pure ServiceNow developer or project manager role. The consultant must understand the business and operational problem, define the solution, coordinate implementation, and communicate effectively with client leadership.
Key Responsibilities
- Act as the primary on-site contact for day-to-day client and workstream activities.
- Facilitate workshops with NOC, ITSM, CMDB, ServiceNow, and network stakeholders.
- Translate requirements into functional designs, Low-Level Designs (LLDs), service and attribute mappings, user stories, acceptance criteria, and implementation plans.
- Coordinate distributed development teams and validate demonstrations against approved requirements.
- Support ServiceNow capabilities across ITSM, CMDB, Common Service Data Model (CSDM), Event Management, AIOps, Service Mapping, and Service Operations Workspace.
- Apply an out-of-the-box-first approach and challenge unnecessary customization.
- Define telecom service models, including Customer-Facing Services (CFS), Resource-Facing Services (RFS), Service Offerings, Configuration Items (CIs), and service dependencies.
- Support operational use cases such as alert correlation, incident enrichment, impact scoring, similar-incident identification, recommended actions, and intelligent routing.
- Identify data and relationship gaps affecting service visibility, operational prioritization, and AI accuracy.
- Present progress, decisions, risks, dependencies, and recommendations clearly to client and Infosys leadership.
Required Skills and Experience
- Strong telecom and consulting experience across wireless operations, NOC, service assurance, core network, or OSS/BSS environments.
- Strong ServiceNow experience across:
- ITSM
- CMDB and CSDM
- Event Management / AIOps
- Service Mapping
- Service Operations Workspace
- Practical understanding of service-to-CI relationships, topology, impacted services, and service-aware incident management.
- Ability to explain and apply CFS, RFS, Business Service, Application Service, Service Offering, and CI concepts.
- Experience converting ambiguous operational needs into clear requirements, designs, backlogs, and measurable outcomes.
- Strong client-facing consulting, workshop facilitation, stakeholder management, and executive communication skills.
- Experience coordinating offshore or globally distributed delivery teams.
- Ability to distinguish confirmed requirements, proof-of-concept assumptions, open decisions, and future enhancements.
- Strong PowerPoint, Excel, Word, analytical, and documentation skills.
- Ability and willingness to work regularly on site in the Dallas / Fort Worth / Plano area.
Preferred Qualifications
- Previous consulting experience, preferably with a major firm, leading strategy, technology transformation, service operations, or platform implementation engagements for telecommunications clients.
- Experience with 4G/LTE, 5G Core, UPF, SMF, AMF, IMS, VoLTE, or cloud-based network functions.
- Experience integrating ServiceNow with telecom network, OSS/BSS, event, or monitoring platforms.
- Exposure to generative AI, Now Assist, Predictive Intelligence, Virtual Agent, agentic workflows, or AI-enabled operations.
- Experience with deterministic impact scoring, service-aware correlation, incident intelligence, or next-best-action use cases.
- Previous wireless-carrier or DISH/Boost ecosystem experience.
- ServiceNow, ITIL, TM Forum, telecom, cloud, or project-management certifications.
Ideal Candidate
A telecom transformation consultant with strong ServiceNow fluency who can operate independently with client stakeholders, connect business requirements to platform implementation, guide developers, and become a trusted extension of the engagement lead.
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