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Job Description

Owns the ITSM platform lifecycle end-to-end for telecom operator engagements - presales and opportunity shaping, greenfield ServiceNow/Remedy architecture, brownfield/legacy ITSM migration, and program governance through steady-state delivery, with a roadmap toward AI-driven, self-service IT operations.

Key Responsibilities

- Lead presales engagements - RFP/RFI response, ITSM solution architecture, effort estimation and commercial shaping - and present win themes to executive level telecom stakeholders.

- Own end-to-end solution design across Incident, Problem, Change, Configuration (CMDB), Asset and Service Catalog management along with hands on implementation experience in these modules.

- Architect greenfield ServiceNow platform, including module and tooling selection, integration architecture and reference architecture creation.





- Define the roadmap toward AI-driven ITSM - virtual agent/chatbot support, predictive incident management and closed-loop automation (AIOps).

- Lead large-scale brownfield ITSM modernization and ITSM tools (Remedy etc.) to ServiceNow/platform upgrade migrations with minimal service disruption across multi-vendor telecom networks.

- Own CMDB reconciliation, data migration and cutover strategy across telecom OSS/BSS integration points, including rollback planning.

- Own delivery governance for multi-year, multi-workstream programs - scope, schedule, risk, quality and financials.

- Act as single technical point of accountability across design, build, test and operate phases, coordinating L1/L2/L3 delivery teams.

- Establish and track program KPIs/SLAs, steering committee reporting and executive dashboards.

- Mentor solution/delivery leads and build reusable accelerators, frameworks and playbooks across engagements

Primary Skills

- ServiceNow, (ITSM, ITOM, CMDB, CSM, HRSD)
- OMT (Order Management Telecom), TNI (Telecom Network Inventory)
- TM Forum APIs, Integration Automation, AIOps
- ITIL or/Both ITOM Certification
- Client Facing, Stakeholder Management, Business Analysis experience is must
- Telecom/OSS/BSS Domain Experience is a must.
- Pre-sales exposure (RFP/RFI/RFQ, SOW, etc.) is considered positive-to-have, not mandatory.

📌 Technical ServiceNow Solution Architect (Gurugram)
🏢 Capgemini
📍 Gurugram