Role Profile - ServiceNow Platform Technical Consultant (PTC) Customer Story Development Consultant - CRM Transformation Programme Role Overview A ServiceNow Platform Technical Consultant (PTC) is required to support the design and implementation of a strategic CRM transformation programme for a major UK B2B Telecommunications Provider. The consultant will play a critical role translating business and operational requirements into customer-centric ServiceNow platform capabilities, developing and refining Customer Stories that underpin solution design, delivery execution, and business adoption. The role operates across the design, build, and implementation life cycle, ensuring alignment between customer experience outcomes and ServiceNow product configuration across one or more of the following: Telecom Service Management (TSM) Field Service Management (FSM) Telecom Service Operations Management (TSOM) This is a hybrid delivery role, requiring approximately 50% on-site presence in London alongside remote collaboration. Key Objectives Develop high-quality customer stories and journey definitions supporting CRM transformation. Translate telco operational processes into implementable ServiceNow workflows. Ensure customer journeys align across order, service assurance, and field operations. Support agile delivery teams with refined backlog items and acceptance criteria. Enable consistent customer experience across digital, operational, and field channels. Core Responsibilities