ServiceNow - Platform Technical Consultant Hybrid - Outside IR35
Job in
Greater London, London, Greater London, W1B, England, UK
Listed on 2026-03-05
Listing for:
W Talent
Full Time, Contract
position Listed on 2026-03-05
Job specializations:
-
IT/Tech
Systems Analyst, Technical Support, Systems Engineer, IT Project Manager
Job Description & How to Apply Below
Location: Greater London
I am recruiting for a suitably experienced Service Now Platform Technical Consultant to support the design and implementation of a strategic CRM transformation programme for a major UK B2B Telecommunications Provider.
You will need to have solid Telco industry experience for this role
The role operates across the design, build, and implementation lifecycle
, ensuring alignment between customer experience outcomes and Service Now product configuration across one or more of the following:
- Telecom Service Management (TSM)
- Field Service Management (FSM)
- Telecom Service Operations Management (TSOM)
Location:
Hybrid - London 50% on-site Key Objectives
- Develop high-quality customer stories and journey definitions supporting CRM transformation.
- Translate telco operational processes into implementable Service Now workflows
. - Ensure customer journeys align across order, service assurance, and field operations
. - Support agile delivery teams with refined backlog items and acceptance criteria.
- Enable consistent customer experience across digital, operational, and field channels.
- Facilitate workshops with business, operational, and customer experience stakeholders.
- Develop structured Customer Stories / User Stories aligned to programme outcomes.
- Define:
- Interaction channels
- Operational triggers
- System responses
- Success outcomes
- Maintain story traceability from business requirement through to platform delivery.
- Service Now epics
- Features
- Acceptance criteria
- Support solution architects in validating feasibility across:
- TSOM service assurance processes
- Identify cross-domain dependencies between CRM, network operations, and field delivery.
- Work alongside developers and architects during sprint execution.
- Clarify requirements and refine backlog continuously.
- Validate configured workflows against intended customer outcomes.
- Support sprint demos and stakeholder playback sessions.
Support modelling of customer scenarios including:
- B2B service onboarding
- Order fulfilment and activation
- Fault reporting and assurance
- Network incident impact handling
- Field engineer dispatch and resolution
- SLA and customer communication management
- Act as translator between:
- Business SMEs
- Product Owners
- Architects
- Delivery teams
- Drive adoption of customer-centric design principles.
- Service Now Platform Technical Consultant (PTC) certification (or equivalent experience)
- Practical experience implementing Service Now workflows
- Understanding of:
- Case Management
- Workflow automation
- Integration-led environments
Experience with one or more:
- Telecom Service Management (TSM)
- Field Service Management (FSM)
- Telecom Service Operations Management (TSOM)
- Customer Service Management (CSM)
Strong understanding of B2B telecom environments including:
- Order-to-Activate processes
- Assurance and incident handling
- Network & field operations interaction
- User story creation and backlog refinement
- Workshop facilitation
- Business process modelling
- Agile release model
- Integration across OSS/BSS and enterprise IT platforms
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