Senior Business Process Consultant – Telecom

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NewRocket

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🏢 Enterprise

🔐 Security

Enterprise • Technology • Security

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 how to align business processes with ServiceNow telecom capabilities including TSOM, TNI, TSM, ITSM, and FSM • Help clients standardize and optimize workflows across OSS/BSS, network operations, customer operations, and enterprise service functions • Bring strong telecom process expertise across areas such as: • Telecom Service Operations Management (TSOM) • Telecom Network Inventory (TNI) • Telecommunications Service Management (TSM) • Incident, problem, and change management • Service fulfillment and assurance • Network and service inventory lifecycle management • Field operations and dispatch workflows • Procurement and asset-related operational processes • Guide clients on telecom-aligned process frameworks and integration patterns, including concepts related to TM Forum eTOM, SID, Open APIs, and OSS/BSS ecosystem alignment • Support business alignment between technical teams and operational stakeholders to ensure process decisions reflect real-world telecom delivery models • Facilitate executive and working sessions to align stakeholders on priorities, business outcomes, governance, and transformation scope • Partner with solution architects, technical consultants, delivery leaders, and client teams to ensure process designs are practical, scalable, and measurable • Translate business needs into clear functional requirements, user stories, epics, KPI definitions, and transformation roadmaps • Support pre-sales and solutioning conversations by helping shape business-led telecom transformation strategies for prospective clients • Contribute to thought leadership and internal capability development in telecom process consulting and ServiceNow-enabled transformation • 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 to help clients sustain long-term value • Identify opportunities to improve process maturity, increase automation, and enhance user and customer experiences • Help clients prioritize initiatives that drive measurable business 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, especially across TSOM, TNI, TSM, ITSM, FSM, and related service operations • Experience working with ServiceNow in a consulting or client-facing capacity, with the ability to connect platform capabilities to business process outcomes • Proven ability to lead process discovery workshops, requirements gathering sessions, and future-state design discussions with business and operational stakeholders • Experience mapping and optimizing end-to-end processes across telecom domains such as: • network/service inventory • service assurance • service fulfillment • field service operations • customer support • cross-functional operational workflows • Familiarity with telecom standards and frameworks such as TM Forum eTOM, SID, Open APIs, and broader OSS/BSS integration environments • Strong understanding of ITIL and service management process design • Excellent communication skills with the ability to influence stakeholders ranging from operational managers to executive sponsors • Strong business documentation skills including process maps, requirements, roadmaps, business cases, and operating model recommendations • Ability to work effectively in a matrixed, collaborative, and fast-moving consulting environment

🏖️ Benefits

• Competitive compensation • Healthcare, dental, and vision • 401(k) • Paid time off • Remote work flexibility • Ongoing learning and certification support • A culture built on collaboration, innovation, and professional growth