ServiceNow Platform Technical Consultant
Role Profile - ServiceNow Platform Technical Consultant (PTC)
Customer Story Development Consultant - CRM Transformation Programme
Role Overview
A ServiceNow Platform Technical Consultant (PTC) is required to support the design and implementation of a strategic CRM transformation programme for a major UK B2B Telecommunications Provider.
The consultant will play a critical role translating business and operational requirements into customer-centric ServiceNow platform capabilities, developing and refining Customer Stories that underpin solution design, delivery execution, and business adoption.
The role operates across the design, build, and implementation life cycle, ensuring alignment between customer experience outcomes and ServiceNow product configuration across one or more of the following:
- Telecom Service Management (TSM)
- Field Service Management (FSM)
- Telecom Service Operations Management (TSOM)
This is a hybrid delivery role, requiring approximately 50% on-site presence in London alongside remote collaboration.
Key Objectives
- Develop high-quality customer stories and journey definitions supporting CRM transformation.
- Translate telco operational processes into implementable ServiceNow workflows.
- Ensure customer journeys align across order, service assurance, and field operations.
- Support agile delivery teams with refined backlog items and acceptance criteria.
- Enable consistent customer experience across digital, operational, and field channels.
Core Responsibilities
Customer Story Development
- Facilitate workshops with business, operational, and customer experience stakeholders.
- Develop structured Customer Stories/User Stories aligned to programme outcomes.
- Define:
- Customer intent
- Interaction channels
- Operational triggers
- System responses
- Success outcomes
- Maintain story traceability from business requirement through to platform delivery.
Design Phase Support
- Translate customer journeys into:
- ServiceNow epics
- Features
- User stories
- Acceptance criteria
- Support solution architects in validating feasibility across:
- TSM workflows
- FSM scheduling & dispatch
- TSOM service assurance processes
- Identify cross-domain dependencies between CRM, network operations, and field delivery.
Implementation & Build Support
- Work alongside developers and architects during sprint execution.
- Clarify requirements and refine backlog continuously.
- Validate configured workflows against intended customer outcomes.
- Support sprint demos and stakeholder playback sessions.
Telco Process Alignment
Support modelling of customer scenarios including:
- B2B service onboarding
- Order fulfilment and activation
- Fault reporting and assurance
- Network incident impact handling
- Field engineer dispatch and resolution
- SLA and customer communication management
Stakeholder Engagement
- Act as translator between:
- Business SMEs
- Product Owners
- Architects
- Delivery teams
- Support Product Owner backlog governance.
- Drive adoption of customer-centric design principles.
Required Skills & Experience
ServiceNow Capability
- ServiceNow Platform Technical Consultant (PTC) certification (or equivalent experience)
- Practical experience implementing ServiceNow workflows
- Understanding of:
- Case Management
- Workflow automation
- Integration-led environments
- CMDB/service modelling concepts
Product Experience (Desirable)
Experience with one or more:
- Telecom Service Management (TSM)
- Field Service Management (FSM)
- Telecom Service Operations Management (TSOM)
- Customer Service Management (CSM)
Telecommunications Domain Experience
Strong understanding of B2B telecom environments including:
- Service life cycle management
- Order-to-Activate processes
- Assurance and incident handling
- Network & field operations interaction
- SLA-driven enterprise customers
Delivery & Methods
- Agile/SAFe delivery environments
- User story creation and backlog refinement
- Workshop facilitation
- Customer journey mapping
- Business process modelling
Behavioural Competencies
- Customer-outcome focused mindset
- Strong analytical and structured thinking
- Confident stakeholder engagement capability
- Able to operate within large programme governance
- Collaborative across technical and business teams
- Comfortable working in fast-paced transformation programmes
Location & Working Model
- Hybrid working
- Approx. 50% on-site in London
- Remaining remote within the UK
- Occasional travel to client operational locations as required
Programme Environment
- Large-scale enterprise CRM transformation
- Multi-partner delivery ecosystem
- Agile release model
- Integration across OSS/BSS and enterprise IT platforms
- Executive-visible strategic programme
Typical Reporting Line
Reports to:
- ServiceNow Delivery Lead or Product Owner
Works closely with:
- CTA/Solution Architect
- Business Analysts
- Developers
- Test Leads
- Telco Operations SMEs
Success Measures
- Quality and completeness of customer stories
- Reduction in requirement rework
- Sprint delivery predictability
- Stakeholder satisfaction
- Alignment between customer journeys and deployed capability