01
TRCI-26-06324
Telecom Process Consultant
This contract role sits at the intersection of telecom process consulting and ServiceNow ITSM transformation, rather than being a purely technical development position. The consultant will analyze telecom processes across Lead-to-Cash, Order-to-Cash, service fulfilment, service assurance, and Trouble-to-Resolve, while supporting ServiceNow process design and optimization. Must-haves include functional knowledge of ServiceNow ITSM, core ITIL processes, telecom OSS/BSS, business analysis, requirements documentation, and stakeholder collaboration; implementation experience and knowledge of platform capabilities and TM Forum frameworks are preferred. The structured input indicates a 5–8 year experience band and Dundee or Glasgow as locations; the description does not specify a work mode. A relevant bachelor’s degree and ServiceNow or ITIL certification are advantages, not stated as mandatory requirements.
Position summary
- Location
- United Kingdom
- Workplace
- Hybrid
- Employment
- Contract
- Experience
- Minimum 5 years and Maximum 8 years
Role overview
Why This Role Matters.
This contract role sits at the intersection of telecom process consulting and ServiceNow ITSM transformation, rather than being a purely technical development position. The consultant will analyze telecom processes across Lead-to-Cash, Order-to-Cash, service fulfilment, service assurance, and Trouble-to-Resolve, while supporting ServiceNow process design and optimization. Must-haves include functional knowledge of ServiceNow ITSM, core ITIL processes, telecom OSS/BSS, business analysis, requirements documentation, and stakeholder collaboration; implementation experience and knowledge of platform capabilities and TM Forum frameworks are preferred. The structured input indicates a 5–8 year experience band and Dundee or Glasgow as locations; the description does not specify a work mode. A relevant bachelor’s degree and ServiceNow or ITIL certification are advantages, not stated as mandatory requirements.
Your Impact
Deliver Enterprise Value
Help organisations solve complex business problems through modern technology, consulting expertise and measurable outcomes.
Collaboration
Work Across Teams
Collaborate with consultants, architects, engineers and client stakeholders throughout the project lifecycle.
Growth
Learn Continuously
Gain exposure to enterprise technologies, certifications, mentoring and real-world project experience.
Career Path
Grow With Ubique
Build a long-term consulting career with opportunities to take on greater responsibility and leadership over time.
Responsibilities
What You'll Be Doing.
Every role at Ubique contributes directly to solving meaningful business challenges for our clients.
02
Assess existing ITSM processes and recommend improvements aligned with ITIL best practices.
03
Support ServiceNow ITSM implementation, configuration, enhancement, and process optimization initiatives.
04
Work on core ServiceNow ITSM processes, including Incident Management, Problem Management, Change Enablement, Request Management, and Knowledge Management.
05
Gather business requirements and translate them into process designs, functional specifications, user stories, and acceptance criteria.
06
Conduct current-state and future-state assessments, gap analysis, process mapping, and root-cause analysis.
07
Collaborate with telecom business stakeholders, solution architects, developers, platform administrators, and delivery teams.
08
Support ServiceNow workflow design, requirements validation, UAT, defect resolution, and deployment activities.
09
Contribute to telecom OSS/BSS transformation and integration initiatives involving service assurance, service provisioning, and operational support.
10
Facilitate stakeholder workshops and prepare process documentation, solution presentations, and recommendations.
11
Ensure process designs align with ITIL practices and relevant TM Forum frameworks, where applicable.
12
Hands-on experience or strong functional knowledge of ServiceNow ITSM.
Technology stack
Tools & Technologies.
The platforms and technologies you'll use to build modern, enterprise-grade solutions.
01
ServiceNow ITSM
Required
02
ServiceNow
Required
03
ITSM
Required
04
Incident Management
Required
05
Problem Management
Required
06
Change Enablement
Required
07
Request Management
Required
08
Knowledge Management
Required
09
ITIL
Required
10
ITIL 4
Required
11
OSS
Required
12
BSS
Required
13
eTOM
Required
14
TM Forum
Required
15
TM Forum Open APIs
Required
16
Flow Designer
Required
17
Service Catalog
Required
18
CMDB
Required
19
ServiceNow integrations
Required
20
Jira
Required
Requirements
Skills & Experience.
We value curiosity, collaboration and continuous learning. If you don't meet every requirement but believe you can make an impact, we'd still love to hear from you.
Essential
Required Qualifications
Hands-on experience or strong functional knowledge of ServiceNow ITSM
Understanding of Incident, Problem, Change, Request, and Knowledge Management
Knowledge of ITIL principles and IT service management lifecycle processes
Understanding of telecom business processes and OSS/BSS systems
Business analysis, process consulting, requirements gathering, and process improvement
Ability to create process flows, functional requirements, user stories, and UAT scenarios
Stakeholder management, communication, analytical, and problem-solving skills
Preferred
Nice to Have
ServiceNow ITSM implementation or transformation experience
ServiceNow platform knowledge, including workflows, Flow Designer, Service Catalog, CMDB, and integrations
Familiarity with ITIL 4 and TM Forum frameworks such as eTOM and Open APIs
Exposure to telecom service assurance, incident-to-resolution workflows, and operational support processes
Experience with ServiceNow integrations, platform enhancements, and legacy ITSM migrations
Familiarity with Agile methodologies, Jira, Azure DevOps, and process modelling tools
Bachelor’s degree in Engineering, Computer Science, Business, or a related discipline
ServiceNow CSA, CIS-ITSM, or ITIL certification
What you'll gain
More Than Just A Job.
We're committed to helping every team member grow professionally, personally and technically while working on meaningful projects.
Global Exposure
Collaborate with international clients and multicultural teams on enterprise programmes.
Continuous Learning
Expand your expertise through mentoring, certifications and hands-on project experience.
Career Growth
Take ownership, develop leadership skills and grow your consulting career over time.
Flexible Working
Hybrid and remote collaboration designed around trust and delivering exceptional outcomes.
People First
Join a supportive culture where collaboration, respect and long-term relationships come first.
Enterprise Projects
Work on meaningful technology initiatives for leading organisations across industries.
Apply
Apply for Telecom Process Consultant
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