ServiceNow Design Lead - AI & Automation Capabilities

Available in 3 locations Available in 3 locations See allSee all

ServiceNow Design Lead - AI & Automation Capabilities

Available in 3 locations

GURGAON,HARYANA,INDIA

BANGALORE,INDIA

GURGAON,INDIA

Category: Business & Sales

587267

Regular

Full-time

Orange Business

Publication date : Jun 18, 2026, 12:00AM

Contract duration :

Orange Business is here!

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

We are seeking a highly skilled Lead Designer with knowledge of telecom domain and proficiency in ServiceNow. The ideal candidate will have a deep understanding of ServiceNow platform capabilities, business processes, and telecom services. As a Lead Designer, you will play a pivotal role in driving the design, implementation, and optimization of ServiceNow solutions to support our telecom service offerings.

The mission of Lead Designer is to:

Requirement Elicitation and Analysis:

oCollaborate with Customers & internal stakeholders to gather and analyze business requirements

oElicit, document, and analyze business requirements, processes, and workflows.

oTranslate business requirements into clear and concise functional specifications for technical teams.

ServiceNow Configuration and Customization:

oUtilize your knowledge in ServiceNow specially focusing on NowAssist module to suggest configuration and customization of the platform to meet the business requirements.

oCoordinate with Business stakeholders and ServiceNow dev team to deliver solutions for incident management, change management, service request fulfillment, and other IT service management processes.

Co-manage the backlog with the Product Owner

oBreakown epic into detailed features and user stories

oDocument and prioritize backlog

Solution Design:

oCollaborate with System Architect to design solutions that meet business needs.

oPropose innovative and practical solutions to address business challenges.

oEnsure that proposed solutions align with the organization's strategic goals and technological capabilities.

Stakeholder Communication:

oServe as the primary point of contact for stakeholders, providing regular updates on project status, risks, and issues.

oManage stakeholder expectations and ensure alignment between business requirements and ServiceNow solutions.

oCommunicate complex technical concepts to non-technical stakeholders.

oPresent findings, recommendations, and project updates to various audiences.

Documentation:

oCreate detailed documentation including business requirements, process flows, use cases, and user stories.

oMaintain accurate and up-to-date project documentation throughout the project lifecycle.

Testing:

oParticipate in system testing, user acceptance testing, and validation of implemented solutions.

oEnsure that delivered solutions meet the specified requirements and are of high quality.

Process Improvement & Support:

oIdentify areas for process optimization and efficiency enhancement.

oRecommend process improvements and assist in their implementation.

oSupport Business on bug and anomalies fixing

About you

9+ years experience in business analysis with minimum 2 years experience in ServiceNow implementation specially focusing on customer migration with NowAssist module. Good level of practiced technical knowledge. Agile methodology or SAFe is must (Scrum implementation)

Completion of at least one of the following:

Certified System Administrator,

Certified Implementation Specialist – CSM,

Certified Implementation Specialist - Software Asset Management

The main responsibilities related to the Lead Designer are:

NowAssist use cases to be created & implement based on business interaction.

Implementation of Agentic AI & Gen AI capabilities based on best practices of NowAssist.

Ability to work with aggressive schedules.

Ability to lead end to end delivery.

Follow Agile processes, groom user stories along with business & IT teams.

Prepare functional specification documentation

Support all analysis and design activities, and closely work with other teams involved in the project, including development team, testing team and business users

Prioritize requirements based on relative business importance

Work with developments teams

Perform functional testing

Support regression and integration testing

Take requirement related decisions

Groom the Product Backlog as and when needed.

Prepare users stories, which have details of technical (non-functional)) requirements as well.

Ensure delivery with business expectation (entrance criteria within user stories).

Participate in application evolution by contributing technical enhancement to the applications

Provide UAT support.

Provide third level support to production issues from assigned application within defined SLA.

Develop business as well as technical knowledge on the applications.

Lead project review meetings to gain business confidence.

Skill Profile

ServiceNow ITSM & CSM certification required & ITIL certification preferable.

Telecom background with interaction of customer over self-service portal.

Strong troubleshooting skills on ServiceNow platform and capability to propose new solutions to business problem.

Ability to build up good intimacy and partnership with the business

You bring passion, energy, taste for exploration and adaptability. You seek the opportunity to your knowledge and develop new skills.

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.

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.