ServiceNow Architect

Prodapt is the largest specialized player in the Connectedness industry. As an AI-first strategic technology partner, Prodapt provides consulting, business reengineering, and managed services for the largest telecom and tech enterprises building networks and digital experiences of tomorrow. A ServiceNow-invested company, Prodapt has been recognized by Gartner as a Large, Telecom-Native, Regional IT Service Provider. A “Great Place To Work® Certified™” company, Prodapt employs over 6,000 technology and domain experts across the Americas, Europe, India, Africa, & Japan. Prodapt is part of the 130-year-old business conglomerate The Jhaver Group, which employs over 32,000 people across 80+ locations globally.

We are seeking a visionary ServiceNow Telecom Architect to design and drive the transformation of our OSS/BSS ecosystem. You will lead the architectural strategy, design, and implementation of ServiceNow’s Industry Products (TSWP), specifically Telecommunications Network Inventory (TNI), Telecom Service Management (TSM), and Order Management for Telecommunications (OMT).

The ideal candidate bridges the gap between commercial order entry and technical network fulfillment. You will ensure that our solution aligns with global telecom standards (TM Forum) to deliver seamless Lead-to-Cash (L2C) and Trouble-to-Resolve (T2R) customer journeys.

Key Responsibilities

Architectural Strategy & Design

• Technical Blueprinting: Define the end-to-end technical architecture for ServiceNow TSM, TNI, and OMT modules.
• Order Decomposition: Design complex product-to-service-to-resource (PSR) catalog models to support multi-tier order decomposition and orchestration.
• Inventory Modeling: Architect the Telecommunications Network Inventory (TNI) data model within the CMDB to accurately track physical, logical, and virtual network resources.
• Standards Alignment: Ensure all platform designs comply with TM Forum frameworks (eTOM, TAM, SID) and utilize TM Forum Open APIs.

Implementation & Integration Leadership

• Integration Architecture: Lead the design of robust, high-performance integrations between ServiceNow and external systems (e.g., CPQ, Billing, Network Management Systems, SDN/NFV orchestrators) using IntegrationHub.
• Fallout Management: Architect automated workflows for Order Fallout Management to minimize human intervention and speed up order processing.
• Technical Governance: Establish platform guardrails, review developer code, and enforce ServiceNow development best practices to prevent technical debt.

Stakeholder Management & Advisory

• Strategic Advisory: Act as the primary technical advisor to C-level executives, network operations heads, and business stakeholders.
• Requirement Translation: Translate complex business goals (e.g., accelerating 5G service rollouts, SD-WAN delivery) into scalable ServiceNow configurations.

Required Qualifications & Skills

Experience & Technical Skills

• ServiceNow Expertise: Over all 13+ Years experience and 8+ years of experience in ServiceNow architecture and development, with at least 3 years dedicated exclusively to ServiceNow Telecom products (TNI, TSM, OMT).
• Telecom Domain Knowledge: Deep understanding of telecom service provider operations, OSS/BSS ecosystems, and network topologies.
• Framework Mastery: In-depth, practical knowledge of the TM Forum SID model and industry-standard Open APIs.
• Advanced Platform Capabilities: Proven expertise in Configuration Management Database (CMDB), Flow Designer, IntegrationHub, Service Portal, and Domain Separation.

Soft Skills

• Strong leadership capabilities with a track record of managing distributed development teams.
• Exceptional communication skills to explain complex network-level technical concepts to non-technical business partners.

Preferred Certifications

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Application Developer (CAD)
• ServiceNow Certified Implementation Specialist (CIS) in:
• Telecom Service Management (TSM)
• Telecom Order Management (OMT)
• TM Forum Framework Certifications (eTOM, SID) are highly desirable.