The opportunity

We are seeking a hands-on Service Now Technical Architect with deep expertise in Telecom Sales & Order Management (SOMT), enterprise integrations, and Service Now platform development. The ideal candidate will lead architecture and delivery while actively contributing to coding, configuration, troubleshooting, and mentoring teams. Experience with telecom OSS/BSS ecosystems, Performance Analytics, and AI capabilities is essential.

Your key responsibilities
- Architect and deliver Service Now Sales & Order Management (SOM/SOMT) solutions for telecommunications clients.
- Lead discovery sessions, requirements workshops, solution design discussions, and stakeholder reviews.
- Design and implement integrations using REST, SOAP, Integration Hub, Scripted APIs, and MID Servers with external OSS/BSS, CRM, ERP, billing, and inventory systems.
- Remain hands-on by configuring and developing Service Now solutions, including Business Rules, Script Includes, Client Scripts, Flow Designer, Catalog Items, UI Actions, and custom applications.
- Troubleshoot and resolve complex platform, integration, and production issues through root cause analysis and technical leadership.
- Lead development teams, conduct code reviews, enforce best practices, and drive technical governance.
- Mentor and train junior developers, providing technical guidance and capability development across the team.
- Leverage Service Now AI capabilities, automation, and Performance Analytics to improve operational efficiency and business outcomes.
Skills and attributes for success
- Service Now SOM/SOMT, TSM, TNI, ITSM, CSM, FSM, CMDB/CSDM, integrations
- Telecom OSS/BSS integration experience.
- Performance Analytics, Now Assist, AI Agents, and Agentic AI solutions.
- Strong communication, workshop facilitation, stakeholder management, and team leadership skills.

To qualify for the role, you must have





- College degree in a related technology field (Computer Science, Engineering, etc.) or equivalent experience
- Service Now Certified System Administrator (CSA).
- Minimum two (2) Service Now Certified Implementation Specialist (CIS) certifications.
- 8+ years of Service Now experience, including architecture, development, and integration delivery.
- Strong hands-on scripting experience in Java Script, Glide APIs, Business Rules, Script Includes, Flow Designer, and Integration Hub.
- Proven experience in telecom order management, order orchestration, fulfillment, and Lead-to-Cash processes.

Ideally, you’ll also have

- Experience with tools like JIRA, Service Now Agile, or equivalent for backlog management
- Exposure to Service Now upgrades, platform governance, and release management
- Experience in stakeholder management and client-facing roles
- Knowledge of Service Now’s latest features and roadmap

What we look for

- A team player and Leader with solid technical acumen and leadership capabilities
- Proactive problem-solving mindset with a focus on operational excellence
- Ability to manage multiple stakeholders and priorities in a fast-paced environment
- Passion to learn and adapt to new technologies

What working at EY offers

At EY, we’re dedicated to helping our clients, from start-ups to Fortune 500 companies — and the work we do with them is as varied as they are.

You get to work on inspiring and meaningful projects. Our focus is education and coaching alongside practical experience to ensure your personal development. You’ll quickly grow into a responsible role with challenging assignments and be part of a collaborative environment focused on quality and innovation.

Plus, we offer:

- Support, coaching, and feedback from experienced professionals
- Opportunities to develop new skills and grow your career
- The freedom and flexibility to handle your role in a way that’s right for you

EY | Building a better working world

📌 ServiceNow Architect -SOMT-Manger (India)
🏢 EY
📍 India