SME - XenDesktop, Citrix Machine Creatio

Job Description: The ServiceNow TSOM Consultant/Architect is responsible for designing, implementing, and optimizing Telecommunications Service Operations Management (TSOM) solutions on the ServiceNow platform. The role focuses on service assurance, network/service visibility, event correlation, and proactive operations, enabling telecom organizations to improve service reliability and customer experience. Key Responsibilities • Design and implement ServiceNow TSOM solutions aligned with telecom service assurance and operations requirements • Integrate network, cloud, and infrastructure events into ServiceNow for centralized visibility and correlation • Configure service topology and service health views to map network events to impacted services and customers • Enable AIOps-driven alert correlation and anomaly detection to reduce noise and accelerate root-cause analysis • Drive automation and orchestration for incident creation, enrichment, and remediation workflows • Collaborate with NOC, Service Assurance, and IT teams to improve operational efficiency and MTTR • Support reporting and dashboards for operational leadership and service reliability metrics • Participate in pre-sales, solution workshops, and architecture discussions where required Required Skills & Experience • Strong hands-on experience with ServiceNow TSOM • Solid understanding of ITOM, including event management and service mapping • Experience with telecom network operations (service assurance, alarms, outages, customer impact) • Knowledge of CMDB, service topology, and data integrations • Experience working with large-scale, high-volume event environments • Strong stakeholder communication and solution-design skills Certifications (Preferred) • CSA & CAD is a Must and ServiceNow CIS - ITOM (preferred) • ServiceNow TSOM-related micro-certifications (preferred) • CTA / CMA for senior architect roles Typical Experience Range • Consultant / Senior Consultant: 6-8 years overall experience, with strong TSOM exposure • Architect: 8+ years overall experience, including enterprise-scale TSOM implementations

Created: 2026-03-13