ServiceNow Solutions Architect – Order Management

7 days ago

Centurion, Gauteng, South Africa Owethu Managed Services (OMS) Full time

Function:
Enterprise Architecture / ServiceNow

Domain:
Telecommunications | BSS/OSS | Service Fulfillment

Seniority:
Senior

Experience:
8+ Years

Introduction

We are seeking an experienced
ServiceNow Solutions Architect specialising in Order Management for Telecommunications (OMT)
to lead the architectural design, implementation, and optimization of ServiceNow solutions within a complex telecom environment. The ideal candidate brings deep knowledge of ServiceNow, telecom service fulfillment, order lifecycle processes, and integration across BSS/OSS systems. This role requires strong architectural leadership, hands-on technical expertise, and the ability to collaborate with both technical and business stakeholders to deliver scalable, high-quality enterprise solutions.

Key Responsibilities

Architecture & Design

  • Lead end-to-end architectural design for ServiceNow Order Management for Telecommunications (OMT) aligned to business and enterprise architecture standards.
  • Define and document architecture blueprints, integration patterns, and data models across telecom order capture, decomposition, fulfillment, and assurance processes.
  • Architect scalable implementations using modules including
    TSM
    ,
    Order Management
    ,
    CSM
    , and
    ITOM
    .

Implementation & Integration

  • Drive configuration and customization of ServiceNow OMT including order decomposition, orchestration, product/service catalog design, and fulfillment workflows.
  • Integrate ServiceNow with external
    BSS/OSS platforms
    such as Amdocs, Netcracker, Ericsson, Salesforce, SAP, and Oracle Communications.
  • Implement API integrations and data synchronization across service inventory, network provisioning, and customer systems.
  • Ensure frictionless interaction between Order Management, Service Inventory, and Network Orchestration layers.

Governance & Leadership

  • Develop and enforce ServiceNow architecture standards, governance models, and best practices tailored for telecom.
  • Collaborate with business analysts, product owners, and developers to ensure solutions meet business goals & regulatory requirements.
  • Provide technical leadership, mentoring, and quality assurance across implementation teams.

Stakeholder & Delivery Management

  • Work closely with telecom business stakeholders to understand customer journeys, service fulfillment models, and KPIs.
  • Lead workshops, architecture reviews, and platform governance meetings.
  • Deliver comprehensive architectural documents and executive-level presentations.

Required Skills & Experience

Core Technical Expertise

  • 8+ years in ServiceNow architecture and solution design, with
    3+ years specifically in OMT
    .
  • Strong expertise in
    Telecommunications Service Management (TSM)
    and
    Customer Service Management (CSM)
    modules.
  • In-depth knowledge of the end-to-end telecom order lifecycle: capture → decomposition → provisioning → assurance.
  • Proven experience integrating ServiceNow with
    OSS/BSS
    , network orchestration platforms, and service inventory systems.
  • Experience in service catalog design, product modeling, flow orchestration, and telecom fulfillment workflows.
  • Proficiency in
    JavaScript
    ,
    Flow Designer
    ,
    IntegrationHub
    , and API design within ServiceNow.

Preferred Certifications

  • ServiceNow Certified System Administrator (CSA)
  • ServiceNow Certified Implementation Specialist – Order Management for Telecommunications
  • ServiceNow Certified Technical Architect (CTA) or Certified Master Architect (CMA)
  • TM Forum Open Digital Architecture (ODA) knowledge (advantage)

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