Senior Business Process Consultant– Telecom/ServiceNow

Senior Business Process Architect – Telecom/ServiceNow

Remote – US- Midwest/Eastern

At NewRocket, we bring 20 years of experience advising and supporting clients in designing, implementing, and managing AI-enabled digital workflows that improve employee and customer experiences. As an Elite ServiceNow Partner and ServiceNow Global Partner Award Winner, we’ve completed more than 3,000 full life-cycle projects across nine industry specializations.

NewRocket Goes Beyond Workflows™ to help clients transform their enterprise into a place where employees flourish, customers thrive, and people matter. With more than 3,000 ServiceNow certifications, our teams take a strategic, business-led approach to solving complex industry challenges and delivering measurable outcomes.

NewRocket has been awarded the 2024 BEST Award, 2024 ServiceNow Customer & Industry Workflows Delivery Success Partner (CIWF), 2023 ServiceNow Worldwide Customer Workflow Partner of the Year, and 2023 ServiceNow Creator Workflow Partner of the Year.

We are #GoingBeyond. Come join our Crew.

About the Role

We are seeking a Senior Business Process Consultant – Telecom with deep experience in ServiceNow and the telecommunications industry to help clients modernize and optimize business operations across customer, service, and network workflows.

This is a process-first consulting role, ideal for someone who understands how telecom organizations operate across service management, network inventory, fulfillment, assurance, field operations, and customer support—and can translate that knowledge into scalable process designs enabled by ServiceNow.

You will work closely with client stakeholders to assess current-state operations, define future-state business processes, and guide transformation initiatives across capabilities such as TSOM, TNI, TSM, ITSM, FSM, and related telecom workflows. You will serve as a trusted advisor who can connect business goals, process maturity, operational efficiency, and platform value realization.

What You’ll Do

Business Process Advisory & Transformation

• Lead discovery sessions, workshops, and stakeholder interviews to understand telecom operating models, pain points, and transformation opportunities
• Analyze and redesign end-to-end business processes across service operations, network inventory, incident and case management, fulfillment, field service, and customer support
• Define current-state and future-state process flows, business requirements, operating model changes, and value roadmaps
• Advise clients on how to align business processes with ServiceNow telecom capabilities including TSOM, TNI, TSM, ITSM, and FSM
• Help clients standardize and optimize workflows across OSS/BSS, network operations, customer operations, and enterprise service functions

Telecom Domain Leadership

• Bring strong telecom process expertise across areas such as:
• Telecom Service Operations Management (TSOM)
• Telecom Network Inventory (TNI)
• Telecommunications Service Management (TSM)
• Incident, problem, and change management
• Service fulfillment and assurance
• Network and service inventory lifecycle management
• Field operations and dispatch workflows
• Procurement and asset-related operational processes
• Guide clients on telecom-aligned process frameworks and integration patterns, including concepts related to TM Forum eTOM, SID, Open APIs, and OSS/BSS ecosystem alignment
• Support business alignment between technical teams and operational stakeholders to ensure process decisions reflect real-world telecom delivery models

Client Engagement & Solution Shaping

• Facilitate executive and working sessions to align stakeholders on priorities, business outcomes, governance, and transformation scope
• Partner with solution architects, technical consultants, delivery leaders, and client teams to ensure process designs are practical, scalable, and measurable
• Translate business needs into clear functional requirements, user stories, epics, KPI definitions, and transformation roadmaps
• Support pre-sales and solutioning conversations by helping shape business-led telecom transformation strategies for prospective clients
• Contribute to thought leadership and internal capability development in telecom process consulting and ServiceNow-enabled transformation

Value Realization & Continuous Improvement

• Define success metrics and operational KPIs tied to efficiency, service quality, visibility, risk reduction, and cost optimization
• Recommend governance structures, process controls, and adoption strategies