Job Title: Lead ServiceNow TSM Developer
Location: Richardson, TX / Raleigh, NC/ Tempe, AZ/Connecticut (Onsite)
Type : (Contract)
Role Overview
We are seeking a highly skilled and hands-on ServiceNow TSM Lead Developer to design, configure, develop, integrate, and support Telecom Service Management solutions on the ServiceNow platform. The person must bring proven telecommunications industry experience and practical delivery experience in telecom service-management processes. This is an implementation-focused role that combines deep TSM expertise with technical leadership, solution design, coding, configuration, troubleshooting, and mentoring.
The successful candidate will work closely with telecom operations, product owners, architects, developers, testers, and OSS/BSS teams to deliver scalable solutions across the telecom service lifecycle. The role is not limited to architecture or coordination; the candidate is expected to contribute directly to platform configuration, scripting, integrations, defect resolution, and production support.
Key Responsibilities :-
ServiceNow TSM Implementation :-
- Lead and directly contribute to the end-to-end implementation, enhancement, and support of ServiceNow Telecom Service Management solutions.
- Configure and develop TSM capabilities that support telecom service operations, service fulfillment, service assurance, customer service, and trouble-to-resolve processes.
- Translate telecom business requirements into maintainable ServiceNow configurations, workflows, data models, automation, and technical designs.
- Build and enhance telecom workflows using Flow Designer, IntegrationHub, Business Rules, Script Includes, Client Scripts, UI Policies, UI Actions, ACLs, notifications, and scheduled jobs.
- Configure workspaces, forms, portals, case experiences, service catalog items, SLAs, assignment rules, and operational dashboards as required.
Telecom Domain and Process Delivery :-
- Apply practical telecom-domain knowledge across service assurance, incident and outage management, network/service operations, maintenance, service inventory, customer-impact analysis, and SLA-driven operations.
- Work with OSS/BSS, network inventory, monitoring, fault-management, order-management, billing, and customer-service teams to define end-to-end process and data flows.
- Design solutions that reflect relationships among customers, products, services, resources, locations, network elements, and configuration items.
- Support integration and workflow scenarios such as alarm-to-ticket, service-impact correlation, case synchronization, provider/consumer eBonding, and operational handoffs.
Development, Integration and Technical Quality :-
- Develop secure, reusable, and upgrade-safe ServiceNow components using JavaScript, Glide APIs, scoped applications, and platform best practices.
- Design and implement REST/SOAP integrations, IntegrationHub spokes, MID Server connectivity, web services, event-based interfaces, and data transformations.
- Perform code reviews, configuration reviews, root-cause analysis, performance tuning, defect resolution, and technical troubleshooting.
- Create and maintain technical designs, integration mappings, data models, test-support documentation, deployment plans, and operational runbooks.
- Participate in sprint planning, backlog refinement, estimation, release planning, deployment, hypercare, and production support.
Technical Leadership and Collaboration :-
- Provide hands-on guidance to ServiceNow developers, administrators, business analysts, and test teams while remaining directly accountable for key technical deliverables.
- Facilitate requirement workshops and solution walkthroughs with telecom business and technology stakeholders.
- Partner with enterprise and platform architects to ensure alignment with ServiceNow standards, security controls, CSDM principles, and platform governance.
- Mentor team members, establish development standards, and promote high-quality engineering practices across the delivery lifecycle.
Mandatory Qualifications :-
- 8 15 years of overall IT experience, with substantial hands-on ServiceNow implementation and development experience.
- Strong, demonstrable hands-on experience in ServiceNow Telecom Service Management (TSM), including configuration, development, workflow implementation, integration, troubleshooting, and production support.
- Mandatory prior experience working in the telecommunications industry or for a communications service provider, specifically within Telecom Service Management.
- Practical understanding of telecom OSS/BSS ecosystems and operational processes such as service assurance, trouble-to-resolve, outage management, network/service operations, and SLA management.
- Strong ServiceNow development skills in JavaScript, Glide APIs, Business Rules, Script Includes, Client Scripts, UI Policies, UI Actions, ACLs, Flow Designer, and IntegrationHub.
- Hands-on experience implementing REST/SOAP APIs, web services, MID Server integrations, data imports, transform maps, and third-party system integrations.
- Working knowledge of core ServiceNow capabilities such as Case Management, Incident, Problem, Change, Major Incident Management, Knowledge, Service Catalog, Request Management, and reporting.
- Experience working in Agile delivery models and collaborating with globally distributed business and technical teams.
- Strong analytical, problem-solving, documentation, stakeholder-management, and communication skills.
Good-to-Have Skills :-
- Hands-on knowledge of ServiceNow CMDB, including CI classes, relationships, identification and reconciliation, CMDB Health, Discovery inputs, and data-quality controls.
- Understanding of Common Service Data Model (CSDM), service mapping, application/service models, and telecom service-resource relationships.
- Experience with ServiceNow Service Operations Workspace, Customer Service Management, Service Bridge, Field Service Management, Performance Analytics, Automated Test Framework, or Now Assist.
- Exposure to TM Forum concepts and telecom standards, including SID, eTOM, Open APIs, service inventory, and service-order or service-assurance patterns.
- Experience with CI/CD, source control, update-set governance, Automated Test Framework, and ServiceNow upgrade remediation.
