ServiceNow Solution Architect

Experience - 12 to 18Years Location - Chennai, Bangalore, Hyderabad, Pune Work Mode - Hybrid Roles and Responsibilities:  Domain: Should have good understanding of the Telco domain. Should have in-depth knowledge in Service Assurance journey (both Processes and Systems) . Process Analysis & Design, Business Analysis: • Knowledge on Service assurance journey (Business Processes), Service Operations activities are mandatory. Knowledge on Service fulfilment business processes will be added advantage. • Ability to conduct in-depth analysis of ASIS business processes across business function/teams. • Collaborate with stakeholders to understand current workflows, pain points, and business objectives. • Identify opportunities for process improvement and automation. • Design and document TOBE business processes, incorporating best practices and industry standards. • Create process maps and other visual representations to illustrate proposed changes, previous experience in BPMN tool would be an added advantage. • Work closely with cross-functional teams to ensure alignment with organizational goals. • Engage with different stakeholders to understand their roles/responsibilities in the service assurance journey, agree the process with various teams, walkthrough the agreed process and share the Process Design document. • Knowledge on different process design tools like ARIS, BPMN etc is mandatory. • Knowledge on Process Automation tools like Camunda, Appian etc), Process Mining tools like Celonis etc is desirable. • Ensure the delivery of the collaterals conforms to contractual outcomes and timescales. • Support the Programme and Project Manager in project planning, risk and issue management and the budgeting process. • Should have led the team of atleast 4 members. • Experience in working in Service Assurance related consulting exercises/proposals is desirable. • Experience in working with Service operations team in improving their processes will be added advantage. • Knowledge on Fibre Access Products is desirable. • Must have exposure to deriving insights using data, should understand the existing process, identify improvements in the journey/processes, propose solutions on the identified improvement areas and provide consulting service to the telecom service provider. • Identify trends and make recommendations for quality and operational improvement. • Collaborate with leaders to understand key value drivers and challenges within their business units and determine the key metrics and insights that can help improve the business (Enhanced CX, Right First Time, On Time, This Time).