Developer

Telnet, Inc.; Plano (TX); On-site; USD 96,000 - 152,000; Full time

Job summary

Telnet, Inc. is seeking a Senior ServiceNow Systems Developer to lead the post-launch stewardship, governance, and advanced automation for our 24/7 telecom platform in Plano, TX.

You will supervise a smooth transition from the System Integrator, mentor internal Remedy administrators, and establish robust operational controls from Day One. You will drive platform governance, lead weekly reviews, and serve as the SME for ServiceNow, guiding security, compliance, and scalable growth while

Qualifications

• 8+ years of hands-on ServiceNow system administration in a large enterprise.
• CSA and CAD certifications required; ITIL certifications are a strong plus.
• Experience leading platform governance, technical steering meetings, and presenting to leadership.
• Telecom industry experience preferred.

Responsibilities

• Oversee post-launch integration transition and platform ownership handoff to internal Client team.
• Mentor Remedy administrators transitioning to ServiceNow.
• Lead governance meetings and provide guidance on platform best practices and roadmap.
• Own end-to-end platform operations, including IAM and release management.
• Architect and deploy advanced workflow automations and AI-driven tooling (e.g., Virtual Agent).
• Coordinate with telecom engineers and process owners to align platform with business objectives.

Skills

Leadership

Mentorship

Automation & Scripting

Education

ServiceNow CSA

ServiceNow CAD

Tools

NICE inContact

Job description

Title: Senior ServiceNow Systems Developer

Location: Plano,TX

Duration: 2 months

Description:

Role Overview

As our Lead ServiceNow Developer and Administrator, you will play a pivotal role in establishing long-term platform stability, security, and governance for our critical 24/7 Telecom operations.

We’re currently partnering with a System Integrator to build out our platform, and we need a senior leader who can step in to actively oversee the post-launch transition, lead the technical knowledge transfer, and execute a seamless handoff of platform ownership to our internal team.

Additionally, you will serve as the guiding expert for our internal support organization, helping mentor and upskill seasoned IT Service Management (ITSM) administrators transitioning from Remedy to ServiceNow.

Key Responsibilities

Post-Launch Integrator transition & Platform Ownership

• Manage the System Integrator Handoff: Actively partner with our current integrator to thoroughly understand the platform’s custom architecture, ensure robust best-practice builds, and drive the seamless transition of administrative ownership to Client.
• Proactively identify, troubleshoot, and remediate post-launch software bugs, integration issues, and performance bottlenecks.
• Team Mentorship & Technical Guidance: Act as the primary ServiceNow subject matter expert (SME) to mentor and guide two seasoned, internal Remedy administrators, helping them bridge the learning curve and transition smoothly into ServiceNow support roles.
• Immediate Platform Stewardship: Take complete, proactive ownership of the ServiceNow environment from day one, establishing immediate operational control and setting the standard for platform excellence.

Platform Governance & Strategic Leadership

• Establish and enforce rigorous platform governance controls to maintain long-term ServiceNow stability, compliance, and security.
• Host and chair multi-level Governance Meetings across various business units to strategically manage license distribution, operational risk, platform policies, and long-term platform roadmap.
• Serve as a trusted advisor to Client leadership, providing authoritative guidance on platform best practices, maintenance strategies, and scalable growth.
• Lead weekly technical trouble-ticket reviews and operational calls with customers, guiding technical discussions to accelerate issue resolution and ticket closure.

Core Administration & Production Support

• Own end-to-end platform operations, including access management (IAM), comprehensive production support, and rigorous release execution.
• Partner with Telecom engineers, architects, and process owners to align platform configuration with business objectives and drive continuous improvement of ServiceNow applications.
• Manage day-to-day platform integrity, overseeing system configurations, user administration, security policies, upgrades and password management.

Technical Automation, Scripting & Process Management

• Architect, develop, and deploy advanced workflow automations to streamline business processes and minimize manual overhead.
• Drive modern platform capabilities, including hands-on scripting, automation development, and the integration of AI-driven tools (e.g., Virtual Agent, chatbots).

Multi-Platform Operations & Business Analysis

• Extend administrative support to auxiliary operational platforms (e.g., NICE inContact, contact center systems), driving requirements gathering, executing changes, and managing vendor relationships (prior NICE experience is a plus, but not mandatory).
• Act as a Technical Business Analyst, delivering sophisticated analysis and reporting on customer support, call center operations, and key performance metrics.
• Monitor, analyze, and present ticket trend reports and SLA performance metrics to both internal stakeholders and external clients to proactively address operational bottlenecks.

Qualifications

• Experience: 8+ years of hands-on ServiceNow System Administration experience in a large-scale enterprise environment, preferably in the Telecom industry
• Leadership: Proven track record of leading platform governance, running technical steering meetings, and presenting platform strategies directly to leadership.
• Mentorship: Experience training, upskilling, or guiding technical team members (especially those transitioning from other legacy ITSM platforms like Remedy).
• Certifications: ServiceNow Certified System Administrator (CSA) and Certified Application Developer (CAD) are required; ITIL Certifications are a strong plus.