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Job Title: Senior Developer – ServiceNow (TSM/CSM – Telecom Domain)
Role Overview:
We are seeking a highly skilled Senior ServiceNow Developer with a strong background in either Telecommunication Service Management (TSM) or Customer Service Management (CSM), with hands-on telecom domain experience. This is a technical lead role focused on developing scalable, maintainable ServiceNow applications and integrations tailored for communication service providers (CSPs).
The ideal candidate will have at least 5 years of experience in ServiceNow development, solid scripting and integration expertise, and deep understanding of ITIL processes and telecom service modeling.
⚠️ Note: We are specifically looking for candidates with practical experience in CMDB development and the TSM/CSM domain. Prior candidates with limited hands-on experience or inability to demonstrate scripting proficiency will not be considered.
Key Responsibilities:
- Lead configuration and customization of ServiceNow modules – primarily TSM (Change, Problem, Incident, Service Order Management, Technical Catalog, Inventory) or CSM in telecom use cases
- Work closely with architects and business analysts to implement solutions aligned with CSDM, telecom data models, and TM Forum frameworks
- Develop REST/SOAP-based integrations with external OSS/BSS platforms, network management systems, and other IT tools
- Write clean, efficient JavaScript-based scripts (Business Rules, Script Includes, UI Policies, Client Scripts, etc.)
- Build and manage Service Portals, Catalog Items, and associated workflows using Flow Designer and IntegrationHub
- Design and implement CMDB structures relevant to telecom resources (CFS/RFS layers) and manage relationships via CI classes
- Implement automated testing (ATF) and follow CI/CD best practices using update sets and DevOps tools
- Troubleshoot complex production issues across TSM/CSM workflows and propose platform optimizations
- Mentor junior developers and contribute to platform documentation, review processes, and governance best practices
Required Skills & Experience:
- 5+ years of ServiceNow development experience, with a minimum of:
- 2+ years in ServiceNow TSM (preferred)
- Or CSM module experience with telecom domain projects
- Deep expertise in ServiceNow APIs, custom scripting, and REST/SOAP integrations
- Strong understanding of telecom service modeling (CFS/RFS/resource mapping)
- Hands-on experience with:
- CMDB and CSDM modeling for telecom services
- Incident, Change, Problem, Case Management workflows
- Service Portals, Business Rules, Client Scripts, UI Policies
- Experience implementing Service Order Management, Service Inventory, and Technical Catalog in telecom
- Familiarity with TM Forum APIs and standards (eTOM, SID, TMF620, TMF641)
- Knowledge of ITIL processes and best practices for support and service delivery
Preferred Qualifications:
- ServiceNow Certifications:
- Certified System Administrator (CSA)
- Certified Application Developer (CAD)
- Certified Implementation Specialist – TSM or CSM
- Prior experience with OSS/BSS systems like Amdocs, Netcracker, Ericsson, or Nokia
- Exposure to 5G, SDN/NFV, network slicing, or cloud-native network architectures
- Experience with Automated Test Framework (ATF), Scoped Apps, and UI Builder
⚠️ Important Candidate Evaluation Notes:
- Candidates must demonstrate hands-on experience in:
- TSM or CSM in a telecom setting
- CMDB development and customization
- Scripting and API development (evaluated during technical screening)
- Candidates unable to clearly articulate their work in TSM/CSM modules or complete basic script evaluations will not move forward
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The Wissen Group was founded in the year 2000. Wissen Technology, a part of Wissen Group, was established in the year 2015. Wissen Technology is a specialized technology company that delivers high-end consulting for organizations in the Banking & Finance, Telecom, and Healthcare domains.
With offices in US, India, UK, Australia, Mexico, and Canada, we offer an array of services including Application Development, Artificial Intelligence & Machine Learning, Big Data & Analytics, Visualization & Business Intelligence, Robotic Process Automation, Cloud, Mobility, Agile & DevOps, Quality Assurance & Test Automation.
Leveraging our multi-site operations in the USA and India and availability of world-class infrastructure, we offer a combination of on-site, off-site and offshore service models. Our technical competencies, proactive management approach, proven methodologies, committed support and the ability to quickly react to urgent needs make us a valued partner for any kind of Digital Enablement Services, Managed Services, or Business Services.
We believe that the technology and thought leadership that we command in the industry is the direct result of the kind of people we have been able to attract, to form this organization (you are one of them!).
Our workforce consists of 1000+ highly skilled professionals, with leadership and senior management executives who have graduated from Ivy League Universities like MIT, Wharton, IITs, IIMs, and BITS and with rich work experience in some of the biggest companies in the world.
Wissen Technology has been certified as a Great Place to Work®. The technology and thought leadership that the company commands in the industry is the direct result of the kind of people Wissen has been able to attract. Wissen is committed to providing them the best possible opportunities and careers, which extends to providing the best possible experience and value to our clients.
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