Job Title: ServiceNow TSM Developer – Lead

Location: Richardson, Raleigh, Tempe, Connecticut (Onsite)

Client: Infosys/Zayo Group

Visa: GC & USC (Contract)

Imp. Note:

1. Need a candidate who can Relocate to Client location.
2. 10+ Years of Industry Experience.

 

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.