ServiceNow Solutions Architect – Order Management (Telecommunications)

Function: Enterprise Architecture / ServiceNow Domain: Telecommunications | BSS/OSS | Service Fulfillment Seniority: Senior Experience: 8+ YearsIntroductionWe are seeking an experienced ServiceNow Solutions Architect specialising in Order Management for Telecommunications (OMT) to lead the architectural design, implementation, and optimization of ServiceNow solutions within a complex telecom environment. The ideal candidate brings deep knowledge of ServiceNow, telecom service fulfillment, order lifecycle processes, and integration across BSS/OSS systems. This role requires strong architectural leadership, hands-on technical expertise, and the ability to collaborate with both technical and business stakeholders to deliver scalable, high-quality enterprise solutions. Key ResponsibilitiesArchitecture & DesignLead end-to-end architectural design for ServiceNow Order Management for Telecommunications (OMT) aligned to business and enterprise architecture standards.Define and document architecture blueprints, integration patterns, and data models across telecom order capture, decomposition, fulfillment, and assurance processes.Architect scalable implementations using modules including TSM, Order Management, CSM, and ITOM.Implementation & IntegrationDrive configuration and customization of ServiceNow OMT including order decomposition, orchestration, product/service catalog design, and fulfillment workflows.Integrate ServiceNow with external BSS/OSS platforms such as Amdocs, Netcracker, Ericsson, Salesforce, SAP, and Oracle Communications.Implement API integrations and data synchronization across service inventory, network provisioning, and customer systems.Ensure frictionless interaction between Order Management, Service Inventory, and Network Orchestration layers.Governance & LeadershipDevelop and enforce ServiceNow architecture standards, governance models, and best practices tailored for telecom.Collaborate with business analysts, product owners, and developers to ensure solutions meet business goals & regulatory requirements.Provide technical leadership, mentoring, and quality assurance across implementation teams.Stakeholder & Delivery ManagementWork closely with telecom business stakeholders to understand customer journeys, service fulfillment models, and KPIs.Lead workshops, architecture reviews, and platform governance meetings.Deliver comprehensive architectural documents and executive-level presentations. Required Skills & ExperienceCore Technical Expertise8+ years in ServiceNow architecture and solution design, with 3+ years specifically in OMT.Strong expertise in Telecommunications Service Management (TSM) and Customer Service Management (CSM) modules.In-depth knowledge of the end-to-end telecom order lifecycle: capture → decomposition → provisioning → assurance.Proven experience integrating ServiceNow with OSS/BSS, network orchestration platforms, and service inventory systems.Experience in service catalog design, product modeling, flow orchestration, and telecom fulfillment workflows.Proficiency in JavaScript, Flow Designer, IntegrationHub, and API design within ServiceNow. Preferred CertificationsServiceNow Certified System Administrator (CSA)ServiceNow Certified Implementation Specialist – Order Management for TelecommunicationsServiceNow Certified Technical Architect (CTA) or Certified Master Architect (CMA)TM Forum Open Digital Architecture (ODA) knowledge (advantage)