ServiceNow TSM Lead

Location: USA / Canada - Remote

Any Visa

Role Overview

Experienced and highly motivated ServiceNow TSM (Telecom Service Management) Lead with 15+ years of overall IT experience , including significant hands-on expertise in the ServiceNow platform. The candidate will lead a team of developers and analysts while serving as the primary liaison between business stakeholders, product owners, architects, and delivery teams.

The ideal candidate will possess deep expertise in ServiceNow Telecom Service Management (TSM) , strong architecture and design capabilities, excellent stakeholder management skills, and experience driving end-to-end solution delivery in complex enterprise or telecom environments.

Required Skills & Experience

- 15+ years of overall IT experience
- 6+ years of hands-on ServiceNow implementation and development experience.

- Solid expertise in
- ServiceNow TSM (Telecom Service Management)

- ITSM

- CMDB

- Service Catalog

- Flow Designer

- IntegrationHub
- Business Rules, Script Includes, UI Policies, Client Scripts

- REST/SOAP Integrations

- Experience with

- CSDM

- Service Mapping

- Performance Analytics and Reporting





- Platform Security and Governance

Architecture Experience

- Experience participating in enterprise architecture and solution design reviews.
- Ability to create and review:
- HLDs
- LLDs
- Integration designs
- Data models
- Security architecture documentation

Preferred Skills Experience in one or more of the following ServiceNow modules:

- SOM (Service Operations Management)
- FSM (Field Service Management)
- SPM (Strategic Portfolio Management)
- ITSM
- CSM
- HAM Pro
- SAM Pro
- Service Bridge
- AI/Now Assist capabilities

Domain Experience (Preferred)

- Telecom industry experience.
- Understanding of OSS/BSS ecosystems.
- Experience in Service Assurance or Trouble-to-Resolve processes.
- Exposure to network operations, outage management, maintenance workflows, and customer service processes.

Certifications (Preferred)

- ServiceNow Certified System Administrator (CSA)
- ServiceNow Certified Implementation Specialist (CIS)
- ServiceNow Application Developer (CAD)
- Telecom Service Management Certification (preferred)

📌 ServiceNow TSM Lead (Toronto)
🏢 Elgebra
📍 Toronto