ServiceNow Design Lead - Customer Integrations

Role overview

ServiceNow Design Lead - Customer Integrations at Orange Business

Responsibilities

• Design, configure, and customize ServiceNow applications, modules, and workflows to meet business process requirements.
• Assist in the creation of training materials and conduct training sessions for end-users to ensure successful adoption of ServiceNow solutions by customers.
• Create and execute business scenarios (verification) for the solution developed.
• Provide technical support during UAT and go live.
• Collaborate with teams to troubleshoot and resolve issues, identifying opportunities for improvement.

Required qualifications

• ServiceNow CSM certifications is required.
• Skill Profile. 7+ years experience in business analysis with minimum 3 years experience in ServiceNow implementation specially focusing on customer integrations.
• Agile methodology or SAFe is must (Scrum implementation) A certification in Business Analysis and Scrum will be a definite advantage.

Employment details

• Location: GURGAON [HARYANA] [INDIA], BANGALORE [INDIA], GURGAON [INDIA]

Application details

• Mentor and coach junior team members on technical and business knowledge of application(s).

About the employer

• Join us at Orange Business!

Benefits

• Follow agile methodologies to ensure quicker delivery (early realization of business benefits).
• Caring and Daring Culture: Health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events.

Additional role details

• Publication date : Sep 08, 2026, 12:00AM.
• 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.
• Key Accountabilities for Senior Design Lead are.
• Work on ServiceNow – TSM module (combination of ITSM & CSM) and integrations for better customer experience.
• Conduct thorough testing and validation of ServiceNow configurations to ensure quality and adherence to requirements.
• 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.
• 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.
• 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.
• 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.
• 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.
• Support regression and integration testing.
• 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,.
• You bring rigor, passion for challenges, and determination.
• You seek the opportunity to expand your expertise, achieve your goals, and thrive.
• 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.
• Reward Programs: Employee Referral Program, Change Maker Awards.
• At Orange, only your skills matter.
• Regardless of your age, gender, background, origin, religion, sexual orientation, disability, neurodiversity, or appearance, we actively encourage diversity within our teams, as it is a collective strength and a driver of innovation.
• Orange is a disability-inclusive employer: please feel free to let us know about any specific needs you may have.