| Job Description: |
Key Responsibilities - Act as the primary on-site contact for day-to-day client and workstream activities.
- Facilitate workshops with NOC, ITSM, CMDB, ServiceNow, and network stakeholders.
- Translate requirements into functional designs, Low-Level Designs (LLDs), service and attribute mappings, user stories, acceptance criteria, and implementation plans.
- Coordinate distributed development teams and validate demonstrations against approved requirements.
- Support ServiceNow capabilities across ITSM, CMDB, Common Service Data Model (CSDM), Event Management, AIOps, Service Mapping, and Service Operations Workspace.
- Apply an out-of-the-box-first approach and challenge unnecessary customization.
- Define telecom service models, including Customer-Facing Services (CFS), Resource-Facing Services (RFS), Service Offerings, Configuration Items (CIs), and service dependencies.
- Support operational use cases such as alert correlation, incident enrichment, impact scoring, similar-incident identification, recommended actions, and intelligent routing.
- Identify data and relationship gaps affecting service visibility, operational prioritization, and AI accuracy.
- Present progress, decisions, risks, dependencies, and recommendations clearly to client and Infosys leadership.
Required Skills and Experience - Strong telecom and consulting experience across wireless operations, NOC, service assurance, core network, or OSS/BSS environments.
- Strong ServiceNow experience across:
- ITSM
- CMDB and CSDM
- Event Management / AIOps
- Service Mapping
- Service Operations Workspace
- Practical understanding of service-to-CI relationships, topology, impacted services, and service-aware incident management.
- Ability to explain and apply CFS, RFS, Business Service, Application Service, Service Offering, and CI concepts.
- Experience converting ambiguous operational needs into clear requirements, designs, backlogs, and measurable outcomes.
- Strong client-facing consulting, workshop facilitation, stakeholder management, and executive communication skills.
- Experience coordinating offshore or globally distributed delivery teams.
- Ability to distinguish confirmed requirements, proof-of-concept assumptions, open decisions, and future enhancements.
- Strong PowerPoint, Excel, Word, analytical, and documentation skills.
- Ability and willingness to work regularly on site in the Dallas / Fort Worth / Plano area.
Preferred Qualifications - Previous consulting experience, preferably with a major firm, leading strategy, technology transformation, service operations, or platform implementation engagements for telecommunications clients.
- Experience with 4G/LTE, 5G Core, UPF, SMF, AMF, IMS, VoLTE, or cloud-based network functions.
- Experience integrating ServiceNow with telecom network, OSS/BSS, event, or monitoring platforms.
- Exposure to generative AI, Now Assist, Predictive Intelligence, Virtual Agent, agentic workflows, or AI-enabled operations.
- Experience with deterministic impact scoring, service-aware correlation, incident intelligence, or next-best-action use cases.
- Previous wireless-carrier or DISH/Boost ecosystem experience.
- ServiceNow, ITIL, TM Forum, telecom, cloud, or project-management certifications.
Ideal Candidate A telecom transformation consultant with strong ServiceNow fluency who can operate independently with client stakeholders, connect business requirements to platform implementation, guide developers, and become a trusted extension of the engagement lead. Recruiter Screening Priorities Only submit candidates who meet the following essential criteria: - Client-facing consulting and workshop facilitation experience.
- Dallas-area availability and willingness to work on site.
- Telecom or wireless Service Operations experience.
- Strong ServiceNow ITSM and CMDB/CSDM experience.
- Requirements, functional-design, and backlog ownership.
- Experience coordinating distributed development teams.
- Clear executive-level written and verbal communication.
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