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 supp...