Overview:

The Senior Solutions Architect – Service Now OSS is responsible for designing and governing enterprise-scale Service Now solutions that enable telecommunications and digital service providers to modernize Operational Support Systems (OSS), automate service operations, improve service assurance, and accelerate digital transformation.

This role combines deep expertise in Service Now architecture with OSS/BSS domain knowledge, driving the integration of network operations, service management, inventory management, fault management, observability, and service assurance capabilities.

The individual will serve as a trusted advisor to business and technology stakeholders, ensuring alignment between Service Now capabilities, telecom operations, and enterprise architecture principles.

Responsibilities:

OSS Solution Architecture

- Define end-to-end architecture for Service Now-based OSS transformation initiatives.
- Design scalable solutions supporting telecom operational processes including:
- Service Fulfillment
- Service Assurance
- Service Inventory
- Fault Management
- Event Management
- Network Operations
- Change and Service Lifecycle Management
- Develop architecture roadmaps aligned with TM Forum standards and enterprise digital transformation goals.
- Ensure solution designs support cloud-native, API-first, and event-driven architectures.

Service Now Platform Leadership

- Lead architecture and solution design across Service Now modules including:
- ITSM
- ITOM
- Telecom Service Operations Management (TSOM)
- Telecommunications Network Inventory (TNI)
- Service Graph Connectors
- CMDB
- Discovery
- Event Management
- Service Mapping
- AIOps
- Strategic Portfolio Management (SPM)
- CSM
- Define platform governance, standards, and reusable design patterns.
- Minimize customizations by maximizing the adoption of out-of-the-box Service Now capabilities.

Telecom OSS Transformation

- Architect solutions supporting telecom operational processes based on TM Forum eTOM framework.
- Enable integration between Service Now and OSS/BSS ecosystems.




- Drive modernization of legacy OSS platforms to Service Now-based operational models.
- Support network transformation initiatives involving:
- Fixed Networks
- Mobile Networks
- Fiber Networks
- SD-WAN
- 5G Infrastructure
- Data Centers
- Cloud-based Services

Integration Architecture

- Design enterprise integration frameworks connecting Service Now with:
- Inventory Systems
- NMS (Network Management Systems)
- EMS Platforms
- Monitoring Tools
- Cloud Platforms
- CRM Platforms
- Billing Systems
- Workforce Management Systems
- Define API strategies leveraging:
- REST APIs
- SOAP APIs
- Kafka
- Event Streaming
- Integration Hub
- Middleware Platforms
- Microservices
- Ensure data consistency across OSS ecosystems.

Service Assurance & Observability

- Architect solutions for:
- Network Fault Monitoring
- Alarm Correlation
- Root Cause Analysis
- Incident Automation
- Service Health Monitoring
- Predictive Operations
- Service Impact Analysis
- Drive adoption of AIOps and intelligent automation capabilities.
- Implement observability-driven operational architectures.

Stakeholder Engagement

- Partner with business leaders, OSS architects, network operations teams, enterprise architects, and Service Now stakeholders.
- Conduct architecture workshops and solution discovery sessions.
- Present architecture recommendations and transformation strategies to senior leadership.
- Act as trusted advisor for telecom operational modernization initiatives.

Governance & Risk Management

- Establish architecture review processes and design governance practices.
- Ensure compliance with security, regulatory, and operational standards.
- Identify architecture risks and provide mitigation strategies.




- Promote architecture consistency across programs and initiatives.

Requirements:

Education

- Bachelor's Degree in Computer Science, Telecommunications, Engineering, Information Technology, or a related discipline.
- Master's Degree preferred.

Skilled Experience

- 12+ years of overall IT and Telecommunications experience.
- 8+ years of solution architecture experience.
- Experience delivering large-scale OSS transformation programs.
- Experience working in Telecommunications, Communication Service Providers (CSPs), Media, or Network Operations environments.

Technical Competencies

Service Now Expertise

Strong hands-on architecture experience across:

- ITSM
- ITOM
- Event Management
- Discovery
- Service Mapping
- CMDB
- Integration Hub
- TSOM
- Telecommunications Network Inventory (TNI)
- Strategic Portfolio Management
- CSM
- Service Graph

OSS Domain Expertise

Deep understanding of:

- TM Forum eTOM Framework
- SID Data Models
- Fulfillment, Assurance & Billing (FAB)
- Network Inventory Management
- Service Inventory Management
- Fault Management
- Performance Management
- Service Assurance
- Field Service Operations
- Network Lifecycle Management

Network Technologies

Knowledge of:

- 4G/5G Networks
- Fiber and Fixed Networks
- SDN/NFV
- IP/MPLS Networks
- Cloud Networking
- Hybrid Cloud Architecture
- Network Automation Frameworks

Integration Technologies

- REST/SOAP APIs
- Kafka
- Microservices
- Event-Driven Architecture
- Middleware Platforms
- Azure Integration Services
- AWS Integration Services
- Service Now Integration Hub

Leadership Competencies

- Enterprise Architecture Leadership
- Strategic Thinking
- Telecom Domain Consulting
- Executive Communication
- Stakeholder Management
- Problem Solving
- Innovation Leadership
- Cross-functional Collaboration
- Mentoring and Team Development

Preferred Certifications

Service Now

- Service Now Certified Technical Architect (CTA) – Preferred
- Certified System Administrator (CSA)
- Certified Implementation Specialist (CIS)
- Certified Telecom Service Operations Management (TSOM)

📌 Solution Architect- OSS Telco (Chennai)
🏢 Important Group
📍 Chennai