ServiceNow Architect (OMT / SOMT)

Below is a professional Job Description (JD) for an Technical Architect ServiceNow Platform with specialization in TSOM, TSM, and CMDB, designed for large telecom transformation programs.

Job Title

Technical Architect – ServiceNow (TSOM / TSM / CMDB)

Experience

12+ years of overall IT experience with 8–10 years of relevant hands-on experience in the ServiceNow platform, particularly in telecom-focused modules such as TSOM, TSM, and CMDB.

Job Summary

We are seeking an experienced ServiceNow Technical Architect to lead the architecture, design, and technical governance of ServiceNow platform implementations in a telecom environment. The role will focus on Telecom Service Operations Management (TSOM), Telecom Service Management (TSM), and CMDB architecture, ensuring scalable, secure, and high-performing platform solutions.

The Technical Architect will work closely with Program Managers, Enterprise Architects, Product Owners, and development teams to design solutions aligned with enterprise architecture standards and telecom operational requirements.

Key Responsibilities

Architecture & Solution Design

• Define end-to-end technical architecture for ServiceNow implementations.
• Design scalable solutions across key modules including:
• TSOM (Telecom Service Operations Management)
• TSM (Telecom Service Management)
• CMDB
• ITSM / ITOM integrations
• Ensure architecture aligns with enterprise architecture standards and telecom operational frameworks.

CMDB Architecture & Governance

• Design and implement CMDB data models and CI relationships.
• Define CI lifecycle management and data governance policies.
• Implement and manage:
• ServiceNow Discovery
• Service mapping
• Data ingestion frameworks
• Ensure CMDB health, data quality, and compliance.

Telecom ServiceNow Architecture (TSOM & TSM)

• Design ServiceNow solutions for telecom service assurance and operations.
• Architect integration with telecom OSS/BSS systems, including:
• Network monitoring tools
• Fault management systems
• Service assurance platforms
• Implement telecom-specific workflows for:
• Incident management
• Service impact analysis
• Network event correlation.

Platform Integration Architecture

Design integrations between ServiceNow and enterprise systems including:

• Telecom OSS systems
• BSS platforms
• Network management tools
• Monitoring and event management tools
• CRM platforms
• Data platforms

Use technologies such as:

• REST APIs
• SOAP APIs
• MID Server
• IntegrationHub.

Technical Leadership

• Provide technical leadership to ServiceNow developers, engineers, and solution architects.
• Conduct design reviews and architecture governance.
• Establish platform development standards and best practices.
• Mentor engineering teams on ServiceNow architecture patterns.

Performance & Scalability

• Design high-performance architectures capable of supporting large telecom environments.
• Optimize platform performance and scalability.
• Ensure secure and resilient system architecture.

Collaboration & Stakeholder Engagement

• Work closely with:
• Enterprise architects
• Product owners
• Program managers
• Vendor delivery teams
• Provide technical guidance during PI planning, solution workshops, and architecture reviews.

Required Qualifications

Experience

• 12+ years of overall IT experience
• 8–10 years of ServiceNow platform experience
• Experience architecting large enterprise or telecom ServiceNow implementations
• Strong experience in multi-vendor and complex enterprise environments

Required Technical Expertise

Strong expertise in:

ServiceNow Platform

• ServiceNow architecture
• Platform customization and extensibility
• ServiceNow data models
• Platform security and performance optimization

Telecom Modules

• TSOM (Telecom Service Operations Management)
• TSM (Telecom Service Management)
• CMDB architecture

IT Operations

• ITOM (Discovery, Service Mapping, Event Management)
• Network event correlation
• Operational monitoring integrations

Integration Architecture

• REST APIs
• SOAP APIs
• MID Server
• IntegrationHub
• Enterprise integration patterns

Preferred Certifications

• ServiceNow Certified Technical Architect (CTA) – highly preferred
• ServiceNow Certified Implementation Specialist
• ServiceNow ITOM certification
• ITIL Foundation / ITIL Expert
• TOGAF (preferred)

Leadership Competencies

• Strong technical leadership
• Architecture governance
• Strategic thinking
• Stakeholder engagement
• Cross-team collaboration
• Vendor technical management

Key Deliverables

• Enterprise-grade ServiceNow architecture designs
• Telecom-aligned TSOM and TSM solutions
• Robust CMDB data architecture and governance
• Scalable integration frameworks
• Technical standards and platform governance