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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 ac

📌 Technical ServiceNow Solution Architect | 9 t0 16 years | Gurgaon (Gurugram)
🏢 Capgemini
📍 Gurugram