ServiceNow Senior Design Lead - Customer Integrations

About us

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.

About the role

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 platform's 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).

About you

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

Completion of at least one of the following: •    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.

What we offer

• 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.

Only your skills matter

Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neuroatypia, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs.