Senior Business Process Architect – Telecom/ServiceNow
Senior Business Process Architect – Telecom/ServiceNow
Remote – US- Midwest/Eastern
At NewRocket, we bring 20 years of experience advising and supporting clients in designing, implementing, and managing AI-enabled digital workflows that improve employee and customer experiences. As an Elite ServiceNow Partner and ServiceNow Global Partner Award Winner, we’ve completed more than 3,000 full life-cycle projects across nine industry specializations.
NewRocket Goes Beyond Workflows™ to help clients transform their enterprise into a place where employees flourish, customers thrive, and people matter. With more than 3,000 ServiceNow certifications, our teams take a strategic, business-led approach to solving complex industry challenges and delivering measurable outcomes.
NewRocket has been awarded the 2024 BEST Award, 2024 ServiceNow Customer & Industry Workflows Delivery Success Partner (CIWF), 2023 ServiceNow Worldwide Customer Workflow Partner of the Year, and 2023 ServiceNow Creator Workflow Partner of the Year.
We are #GoingBeyond. Come join our Crew.
About the Role
We are seeking a Senior Business Process Consultant – Telecom with deep experience in ServiceNow and the telecommunications industry to help clients modernize and optimize business operations across customer, service, and network workflows.
This is a process-first consulting role, ideal for someone who understands how telecom organizations operate across service management, network inventory, fulfillment, assurance, field operations, and customer support—and can translate that knowledge into scalable process designs enabled by ServiceNow.
You will work closely with client stakeholders to assess current-state operations, define future-state business processes, and guide transformation initiatives across capabilities such as TSOM, TNI, TSM, ITSM, FSM, and related telecom workflows. You will serve as a trusted advisor who can connect business goals, process maturity, operational efficiency, and platform value realization.
What You’ll Do
Business Process Advisory & Transformation
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
Telecom Domain Leadership
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
Client Engagement & Solution Shaping
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
Value Realization & Continuous Improvement
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
What You Bring
Required Qualifications
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
Preferred Qualifications
Experience with ServiceNow telecom solutions including TSOM, TNI, TSM, and adjacent workflows across ITSM, FSM, CSM, or ITOM
Familiarity with CSDM and enterprise service data concepts as they relate to telecom operations
Experience supporting OSS/BSS modernization or telecom digital transformation initiatives
Knowledge of service and resource inventory models, order orchestration concepts, and operational handoffs across network, service, and customer domains
Experience defining KPIs, governance models, and adoption strategies for enterprise transformation programs
Lean, Six Sigma, business process improvement, or business architecture experience is a plus
Experience in a consulting or professional services environment strongly preferred
Education and Training
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, but this role prioritizes business process expertise and telecom domain knowledge over deep platform engineering credentials
ITIL certification preferred
TM Forum or business process improvement certifications are a plus
Why NewRocket
At NewRocket, we help organizations go beyond workflows to solve meaningful business problems. You’ll join a team that values curiosity, collaboration, integrity, innovation, and empathy—because we believe the best outcomes happen when people matter.
In this role, you will:
Help shape the future of telecom business transformation at a leading AI-first ServiceNow partner
Partner with major organizations on high-impact initiatives that improve visibility, efficiency, and customer outcomes
Work alongside strategists, consultants, architects, designers, and engineers in a collaborative environment
Enjoy a flexible, remote-first culture that supports growth, balance, and continuous learning
We Take Care of Our People
We can’t create meaningful experiences without supporting our people. NewRocket offers:
Competitive compensation
Healthcare, dental, and vision
401(k)
Paid time off