ServiceNow Solutions Architect - Telecommunications, Media & Technology (TMT)

Company Description

ETG Digital is a global technology partner that helps organizations unlock the full potential of their digital investments through tailored, results-focused solutions. By aligning technology with business objectives, ETG Digital streamlines operations, improves customer engagement, and drives revenue growth for clients across industries. A certified, globally distributed team delivers customized implementations spanning Commerce, Data, Revenue, Marketing, Sales, and Service Clouds, as well as CPQ and related accelerators. The company provides end-to-end services, including consulting,implementation, integration, managed services, and custom development on platforms such as Salesforce, Snowflake, and Shopify Plus. ETG Digital focuses on simple, outcome-driven engagements that include ongoing optimization to ensure peak system performance.

Key Responsibilities

• Serve as the principal technical authority responsible for designing and overseeing end-to-end, enterprise-scale ServiceNow architectures tailored to global Telecommunications, Media, and Technology (TMT) clients.
• Lead technical discovery, translate complex operational requirements into scalable architecture roadmaps,and configure core and industry-specific ServiceNow modules—including  Telecommunications Network Inventory (TNI) ,  Telecommunications Service Operations Management (TSOM) ,  Telecommunications Provider / Service Management (TPSM) ,  CSM ,  ITOM , and  ITSM .
• Architect physical, logical, and virtual network topologies (L1–L3, equipment, cards, ports, optical paths,circuits, VRFs, and IP pools) within TNI, fully synchronizing them with the  Common Service Data Model (CSDM 4.0+)to establish lineage from infrastructure elements up to customer-facing services and business applications.
• Design topology-based alert correlation, automated root-cause analysis (RCA), and proactive impact-assessment workflows within TSOM to drive automated event remediation and reduce MTTR across network and digital service operations.
• Design, build, and review production-grade client-side and server-side platform logic utilizing ES6 JavaScript, Glide API, Script Includes, Business Rules, Flow Designer actions/subflows, and UI Builder components.
• Architect and implement bidirectional REST/SOAP web services, webhooks, and Integration Hub spokes to federate data between ServiceNow, Network Management Systems (NMS/EMS), SDN controllers, and carrier eBonding gateways.
• Implement  TM Forum Open API standards (e.g., TMF622 Product Ordering, TMF641 Service Ordering,TMF628 Performance Management, TMF642 Alarm Management, and TMF638 Service Inventory) to enable automated cross-platform interoperability.
• Formulate data staging, ingestion, and reconciliation architectures using the Robust Transform Engine (RTE) and Identification and Reconciliation Engine (IRE) to migrate legacy telecom data (e.g., Netcracker, Amdocs,Oracle MetaSolv, Granite) cleanly into the CMDB.
• Enforce architectural governance, instance health best practices, and security/compliance standards (role-based access controls, Domain Separation, data encryption, and auditability).
• Lead technical sprint ceremonies within Agile/Scrum delivery frameworks; conduct rigorous code reviews,establish technical Definitions of Ready (DoR) and Done (DoD), and mentor engineering teams on maintainable, low-technical-debt design.
• Partner with pre-sales and sales engineering teams to construct technical solution proposals, response narratives for RFIs/RFPs, high-level architecture blueprints, and Statements of Work (SOWs) for prospective TMT engagements.

Qualifications

• 10+ years of hands-on software development and technical architecture experience within the ServiceNow ecosystem, with substantial delivery experience supporting Telecommunications, Media, or Technology (TMT) environments.
• Proven track record architecting complex multi-product implementations across  ITOM (Event Management,Service Mapping, Discovery),  CSM , and ServiceNow Telecommunications solutions ( TNI ,  TSOM , TPSM/TSM ).
• Deep functional and technical knowledge of  TM Forum Frameworx, SID data models, and Open APIs ,combined with an understanding of multi-layer network topologies (Optical/DWDM, IP/MPLS, 4G/5G,FTTx, SD-WAN).
• Strong consulting background in client-facing roles, with proven success leading architecture design workshops, authoring technical design documents (TDDs), and conveying complex concepts to technical teams and executive stakeholders.
• Advanced full-stack development skills on ServiceNow: JavaScript (ES6), GlideRecord/GlideSystem, Script Includes, REST/SOAP APIs, JSON, XML, Flow Designer, Integration Hub, and custom spokes.
• Deep technical mastery of ServiceNow  CSDM, CMDB, IRE , and MID Server cluster deployment/tuning.
• Experience handling high-volume data integrations, ETL workflows, and legacy data transformations.
• Familiarity with enterprise architecture frameworks (TOGAF), ITIL v4, cloud platforms (AWS, Azure), and security/compliance best practices (SOC 2, ISO 27001).