Telecom Process Consultant

Project overview

This contract role sits at the intersection of telecom process consulting and ServiceNow ITSM transformation, rather than being a purely technical development position. The consultant will analyze telecom processes across Lead-to-Cash, Order-to-Cash, service fulfilment, service assurance, and Trouble-to-Resolve, while supporting ServiceNow process design and optimization.

Must-haves include functional knowledge of ServiceNow ITSM, core ITIL processes, telecom OSS/BSS, business analysis, requirements documentation, and stakeholder collaboration; implementation experience and knowledge of platform capabilities and TM Forum frameworks are preferred. The structured input indicates a 5–8 year experience band and Dundee or Glasgow as locations; the description does not specify a work mode. A relevant bachelor’s degree and ServiceNow or ITIL certification are advantages, not stated as mandatory requirements.

Responsibilities

• Analyze and document telecom business processes across Lead-to-Cash (L2C), Order-to-Cash (O2C), Service Fulfilment, Service Assurance, and Trouble-to-Resolve.
• Assess existing ITSM processes and recommend improvements aligned with ITIL best practices.
• Support ServiceNow ITSM implementation, configuration, enhancement, and process optimization initiatives.
• Work on core ServiceNow ITSM processes, including Incident Management, Problem Management, Change Enablement, Request Management, and Knowledge Management.
• Gather business requirements and translate them into process designs, functional specifications, user stories, and acceptance criteria.
• Conduct current-state and future-state assessments, gap analysis, process mapping, and root-cause analysis.
• Collaborate with telecom business stakeholders, solution architects, developers, platform administrators, and delivery teams.
• Support ServiceNow workflow design, requirements validation, UAT, defect resolution, and deployment activities.
• Contribute to telecom OSS/BSS transformation and integration initiatives involving service assurance, service provisioning, and operational support.
• Facilitate stakeholder workshops and prepare process documentation, solution presentations, and recommendations.
• Ensure process designs align with ITIL practices and relevant TM Forum frameworks, where applicable.
• Hands-on experience or strong functional knowledge of ServiceNow ITSM.

Requirements

• Hands-on experience or strong functional knowledge of ServiceNow ITSM
• Understanding of Incident, Problem, Change, Request, and Knowledge Management
• Knowledge of ITIL principles and IT service management lifecycle processes
• Understanding of telecom business processes and OSS/BSS systems
• Business analysis, process consulting, requirements gathering, and process improvement
• Ability to create process flows, functional requirements, user stories, and UAT scenarios
• Stakeholder management, communication, analytical, and problem-solving skills

Project details

• Start: flexible
• Remote: hybrid
• Location: United Kingdom, GB