ServiceNow Design Lead - Customer Integrations

Orange Business; Gurgaon; Hybrid; INR 1,500,000 - 2,100,000; Full time

Benefits offered by this job

Global opportunities

Flexible hours

Upskilling programs

Career growth

Well-being benefits

Referral rewards

Job summary

Orange Business is seeking a Senior Design Lead to architect and implement ServiceNow solutions, focusing on ITSM & CSM, with strong customer integrations and API capabilities. You will design workflows, conduct testing, and guide end-users through adoption, while staying ahead of platform features and industry best practices.

The role requires deep experience in telecom-related integrations, certification in ServiceNow modules, and a proactive, collaborative approach working across global teams

Qualifications

• 7+ years experience in business analysis with minimum 3 years experience in ServiceNow implementation focusing on customer integrations
• Experience on interface integrations, REST API integration, Service Bridge
• Telecom background with strong expertise on ServiceNow integration skills (Service Bridge, REST API integrations)
• NowAssist GenAI and Agentic AI capabilities experience; SOMT a plus
• Certified System Administrator
• Certified Implementation Specialist – CSM
• Agile methodology or SAFe required; Scrum certification advantageous

Responsibilities

• Work on ServiceNow – TSM module (ITSM & CSM) and integrations for better customer experience
• Design, configure, and customize ServiceNow apps, modules, and workflows to meet business requirements
• Test and validate configurations to ensure quality and requirements
• Create training materials and conduct end-user training for successful adoption
• Stay updated with ServiceNow features and best practices for platform optimization
• Collaborate on projects providing process improvements and implementation strategies
• Define and verify solution scenarios and deliverables for IT and business stakeholders
• Provide production support and manage defects within SLA and during UAT/go-live
• Lead and coordinate with Scrum Master/PM to clarify software requirements
• Demonstrate solution details and ensure rollout to production across geographies

Skills

ServiceNow

ITSM/ITIL

CSM

Agile/SAFe

REST API

Customer Integrations

ServiceNow Integrations

Education

ITIL Certification

CSM Certification

Scrum Certification

BA Certification

Tools

ServiceNow

ServiceBridge

NowAssist GenAI

Agentic AI

Job description

Job Description:

Publication date : Sep 08, 2026, 12:00AM

Join us at Orange Business!

We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business.

Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.

Key Accountabilities for Senior Design Lead are:

• Work on ServiceNow – TSM module (combination of ITSM & CSM) and integrations for better customer experience.
• Design, configure, and customize ServiceNow applications, modules, and workflows to meet business process requirements.
• Conduct thorough testing and validation of ServiceNow configurations to ensure quality and adherence to requirements.
• Assist in the creation of training materials and conduct training sessions for end-users to ensure successful adoption of ServiceNow solutions by customers.
• Stay up-to-date with the latest ServiceNow features, best practices, and industry trends to provide valuable insights for optimizing the platforms performance.
• Participate in ServiceNow-related and other projects, providing expertise and guidance on process improvements and implementation strategies.
• Create and execute business scenarios (verification) for the solution developed
• Produce key deliverables throughout the lifecycle of the project, for IT use as well as for business owners, such as solution proposals, user acceptance test plans, dependency matrices
• Works with the project manager/Scrum master/ project coordinator to define and clarify the requirements for the software to deliver for customer integration to SeviceNow
• Provide technical support during UAT and go live. Use defect tracking system and follow resolution of defects
• Level 3 support to production issues for assigned applications within defined SLA
• Proven experience as a Functional expert to define customer Integration with a focus on ServiceNow implementation and configuration.
• In-depth knowledge of ServiceNow platform capabilities, specially on CSM modules to migrate customers.
• Collaborate with teams to troubleshoot and resolve issues, identifying opportunities for improvement.
• Hands-on experience with ServiceNow workflows, forms, business rules, UI policies, and other configuration elements.
• Expertize in ITIL framework and IT service management best practices.
• Excellent communication and interpersonal skills, with the ability to work collaboratively across teams and stakeholders.
• A proactive and adaptable attitude, able to handle multiple priorities and meet deadlines in a fast-paced environment.
• ServiceNow CSM certifications is required.
• Routinely demonstrate solution details during development & ensure rollout to production with business usage.
• Demonstrate an ability to present ideas to multiple stakeholders and gain consensus for these ideas.
• Excellent transversal coordination, facilitation, and leadership skills.
• Ability to build relationships and work across geographies, cultures, and functions

Follow agile methodologies to ensure quicker delivery (early realization of business benefits). Support regression and integration testing. Mentor and coach junior team members on technical and business knowledge of application(s).

Skill Profile

7+ years experience in business analysis with minimum 3 years experience in ServiceNow implementation specially focusing on customer integrations

Good level of practiced technical knowledge on interface integrations, Customer integrations, rest API integration , Service Bridge

Telecom background with strong expertise on ServiceNow Integration skills (Service Bridge, RestAPI integration ), NowAssist GenAI and Agentic AI Capabilities.Experience on SOMT will be added advantage.

Strong troubleshooting skills on ServiceNow platform and capability to propose new solutions to for customer Integration

• Certified System Administrator
• Certified Implementation Specialist – CSM
• Agile methodology or SAFe is must (Scrum implementation) A certification in Business Analysis and Scrum will be a definite advantage

You bring rigor, passion for challenges, and determination. You seek the opportunity to expand your expertise, achieve your goals, and thrive.

• Global Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.
• Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).
• Professional Development: training programs and upskilling/re-skilling opportunities.
• Career Growth: Internal growth and mobility opportunities within Orange.
• Caring and Daring Culture: Health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events.
• Reward Programs: Employee Referral Program, Change Maker Awards.

At Orange, only your skills matter.

Regardless of your age, gender, background, origin, religion, sexual orientation, disability, neurodiversity, or appearance, we actively encourage diversity within our teams, as it is a collective strength and a driver of innovation.Orange is a disability-inclusive employer: please feel free to let us know about any specific needs you may have.