Telecom ITSM & ServiceNow Consultant

Ubique Systems; Glasgow; On-site; GBP 60,000 - 90,000; Full time

Job summary

Ubique Systems is seeking a Telecom Process Consultant with strong ServiceNow ITSM experience to lead business process transformation within telecom environments. The role focuses on ITSM optimization, process design, and requirements translation for delivery teams and stakeholders.

The ideal candidate will combine telecom domain knowledge with ITIL ITSM expertise to drive improvements, document processes, and support OSS/BSS transformation initiatives across the Lead-to-Cash, Order-to-Cash, and

Qualifications

• Proven experience with ServiceNow ITSM and ITIL-aligned processes.
• Knowledge of Incident, Problem, Change, Request, and Knowledge Management.
• Experience in telecom business processes and OSS/BSS is a plus.
• Strong analytical, requirement gathering, and UAT scenario creation skills.

Responsibilities

• Analyze and document telecom business processes across L2C, O2C, Service Fulfilment, Service Assurance and Trouble-to-Resolve.
• Assess ITSM processes and recommend ITIL-aligned improvements.
• Support ServiceNow ITSM implementation, configuration and optimization.
• Collaborate with stakeholders, solution architects, developers, and delivery teams.
• Translate requirements into process designs, functional specs, user stories, and acceptance criteria.
• Conduct current-state and future-state assessments, gap analyses, and root-cause analysis.
• Support workflow design, validation, UAT, defects, and deployment activities.
• Contribute to telecom OSS/BSS transformation and integration initiatives.

Skills

ServiceNow ITSM

ITIL

Telecom processes

Business analysis

Stakeholder management

Communication

Problem solving

Education

Bachelor’s degree in Engineering, CS, Biz or related

Tools

Jira

Azure DevOps

Flow Designer

Job description

Ubique Systems is seeking a Telecom Process Consultant with strong ServiceNow ITSM experience to lead business process transformation within telecom environments. The role focuses on ITSM optimization, process design, and requirements translation for delivery teams and stakeholders.

The ideal candidate will combine telecom domain knowledge with ITIL ITSM expertise to drive improvements, document processes, and support OSS/BSS transformation initiatives across the Lead-to-Cash, Order-to-Cash, and