Senior Business Process Architect – Telecom, ServiceNow

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NewRocket

WebsiteLinkedInAll Job Openings

501 - 1000 employees

💼 Consulting

🏥 Healthcare

🛡️ Insurance

Consulting • Healthcare • Insurance

NewRocket is a top global ServiceNow partner, providing a wide range of services and solutions to help enterprise leaders solve complex business problems. They specialize in advisory and transformation services, design and implementation, managed services, and more, focusing on improving customer and employee experiences through the use of the ServiceNow platform. Their solutions include platforms and integrations, security, risk, and resilience, as well as technology excellence. NewRocket serves a variety of industries including education, healthcare, financial services, and the public sector, among others, and is known for their expertise in UI and UX design as well as their ability to enhance workflows and improve business processes efficiently.

📋 Description

• Lead discovery sessions, workshops, and stakeholder interviews to understand telecom operating models, pain points, and transformation opportunities • Analyze and redesign end-to-end business processes across service operations, network inventory, incident and case management, fulfillment, field service, and customer support • Define current-state and future-state process flows, business requirements, operating model changes, and value roadmaps • Advise clients on aligning business processes with ServiceNow telecom capabilities including TSOM, TNI, TSM, ITSM, and FSM • Standardize and optimize workflows across OSS/BSS, network operations, customer operations, and enterprise service functions • Guide clients on telecom process frameworks and integration patterns including TM Forum eTOM, SID, Open APIs, and OSS/BSS alignment • Facilitate executive and working sessions concerning priorities, outcomes, governance, and transformation scope • Partner with solution architects, technical consultants, delivery leaders, and client teams on practical, scalable, measurable process designs • Translate business needs into functional requirements, user stories, epics, KPI definitions, and transformation roadmaps • Support pre-sales and solutioning conversations for business-led telecom transformation strategies • Contribute to thought leadership and internal capability development • Define success metrics and operational KPIs tied to efficiency, service quality, visibility, risk reduction, and cost optimization • Recommend governance structures, process controls, and adoption strategies • Identify process maturity, automation, and user and customer experience improvements • Help clients prioritize initiatives that drive measurable outcomes and accelerate time to value

🎯 Requirements

• Strong experience in telecom business process consulting, transformation, or operational design • Deep understanding of telecom workflows and operating models across TSOM, TNI, TSM, ITSM, FSM, and related service operations • Experience working with ServiceNow in a consulting or client-facing capacity • Ability to lead process discovery workshops, requirements gathering, and future-state design discussions • Experience mapping and optimizing end-to-end telecom processes across network/service inventory, service assurance, service fulfillment, field service operations, customer support, and cross-functional workflows • Familiarity with TM Forum eTOM, SID, Open APIs, and OSS/BSS integration environments • Strong understanding of ITIL and service management process design • Excellent communication and stakeholder influence skills • Strong business documentation skills, including process maps, requirements, roadmaps, business cases, and operating model recommendations • Ability to work in a matrixed, collaborative, fast-moving consulting environment • Bachelor’s degree in Business, Information Systems, Telecommunications, Engineering, or equivalent work experience • 8–12 years of experience in telecom operations, business process consulting, transformation, or ServiceNow-related advisory work • ServiceNow certifications are valued • ITIL certification preferred • TM Forum or business process improvement certifications are a plus • Preferred: ServiceNow telecom solutions, CSDM, OSS/BSS modernization, inventory models, order orchestration, KPIs, governance models, adoption strategies, Lean, Six Sigma, business process improvement, business architecture, and consulting/professional services experience

🏖️ Benefits

• Flexible, remote-first culture • Growth, balance, and continuous learning • Competitive compensation • Healthcare, dental, and vision • 401(k) • Paid time off