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Telco Technical Lead
4 months ago
**Company Description**
At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.
With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies.
Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.
This Telecommunications Technical Lead works in the Customer & Industry Workflow is a functional and technical expert consulting with customers on implementing ServiceNow Customer Workflow’s solutions based on best practices - all with the goal of accelerating and driving customer business outcomes. The role requires the person to be laser-focused on solving for the most relevant customer challenges - providing support during sales cycles, on direct engagements with our Customers and Partners, and advocating for customer needs within ServiceNow (e.g., Product Management, Customer & Partner Excellence, Training & Certification).
The Telecommunications Technical Lead, Customer Workflow, brings architectural guidance and business acumen from the telecommunications industry, along with deep product expertise, innovation, and knowledge capital to our customers and partners.
What will you be doing in this role?
Project Delivery
- Serve as primary technical point-of-contact for projects and as the face of the development team to the customer.
- Ensure quality of work delivered by technical team, serve as escalation point for client concerns, and identify and implement technical team process efficiencies to benefit the technical team and clients.
- Define, at an architectural and design level of detail, technical solutions aligned with our client’s business problems and ServiceNow Implementation Best Practices. 
- Understand customer requirements, translate to high-quality technical solutions, and communicate and deliver them to clients.
- Write/estimate stories, monitor developer’s work, and own overall quality and delivery of development.
- Lead technical onboarding efforts with new clients to understand their current processes and platform configurations.
- Deliver any purchased development artifacts, documentation, and knowledge transfer activities.
- Collaborate with the engagement manager to monitor for scope creep and resolve critical path technical issues. 
- Mentor developers and technical consultants on technical design standards and best practices.
- Research technology partner or other vendor solutions in context of client requirements for integration.
Pre-Sales
- Maintain and build proficient knowledge of the ServiceNow platform and products. 
- Evangelize ServiceNow Expert Services by contributing to whitepapers, webinars, community groups and partnerships.
Product
- Engage and collaborate closely with the ServiceNow product teams on new product service offerings and go to market activities.
- Interface with the product team during new product implementations to gain best practices insights and give feedback on new features and capabilities to enhance the product.
Leadership and Practice Development
- Contribute to continual improvement of Delivery Services processes and the maturing of varied portfolios, capabilities, expertise, and best practices in consideration of customer needs and requirements.
- Serve as a Senior member of the Customer and Industry Workflow Practice helping to define short-term and long-term goals.
**Qualifications**
To be Successful in this role, you will need to have the following qualifications:
- At least 8 years of consultation and/or configuration experience related to implementing complex, highly configurable technologies. Preferably ServiceNow Customer and Industry Workflow Solutions. (Salesforce, Zendesk, Remedy, Blue Planet, Netcracker, Amdocs. Etc.)
- Experience supporting BSS/OSS digital transformations
- Experience in a wide variety of Telecommunications Networking Technologies such as 5G, Mobile Edge Computing, IP and Optical Networking, SD-WAN, Cloud and Data Center technologies, Satellite, etc.
- Familiar with Telecommunications standards such as 3GPP, TMF, MEF, etc.
- Vast experience with leading Customer Service software/platform implementations (Salesforce, Zendesk, Remedy, Blue Planet, Netcracker, Amdocs etc.).
- Knowledge in key areas of communications provider operations, including customer
