Skills

Communication ServiceNow DevOps Problem-solving Analytics and Reporting Training Analytical Skills Agile Analytics

Job Specifications

ServiceNow Implementation Specialist

We are seeking an experienced and versatile ServiceNow Implementation Specialist to join our dynamic professional services team at TELUS Digital. The ideal candidate will possess comprehensive knowledge of the ServiceNow platform and be capable of handling all aspects of implementation, configuration, and optimization for our clients.

Responsibilities:

As a ServiceNow Implementation Expert, you will be responsible for leading end-to-end ServiceNow platform implementations, including instance setup, module configuration, integration design, and

optimization across ITSM, ITOM, and ITAM modules, while providing expert guidance to clients and teams. Instance Setup and Configuration:

Lead the process of deploying, branding, configuring and customizing client ServiceNow instances

Subject Matter Expert in ServiceNow Modules Implementation, Maintenance and best practices

Deliver training to client teams on implemented ServiceNow solutions

Offer ongoing support and guidance for complex ServiceNow-related issues

Design and build customer-facing portals and service catalogs tailored to client needs

Set up and manage ServiceNow Discovery for automated CMDB infrastructure mapping

Configure and optimize Event Management for proactive issue remediation

Assist in implementing integrations between ServiceNow and other enterprise systems

Propose and implement enhancements to existing client implementations

Work closely with the Business Analyst to gather and refine detailed business requirements

Translate business needs into ServiceNow technical specifications

Assist in creating functional and non-functional specifications for custom developments

Participate in user acceptance testing (UAT) planning and execution

Participate in sprint planning and backlog grooming sessions

Conduct knowledge transfer sessions on implemented solutions and customizations

Create and maintain comprehensive documentation for all implemented features

Provide guidance on best practices for ongoing platform maintenance and optimization

Assist in troubleshooting complex issues that escalate from the support team

Collaborate on continuous improvement initiatives based on support team feedback

Participate in regular sync meetings to address recurring issues and plan proactive measures

Required Qualifications:

Bachelor's degree in Computer Science, Information Technology, or related field

Minimum of 5 years of experience in ServiceNow implementation and administration

ServiceNow Certified System Administrator and Implementation Specialist certifications

Extensive hands-on experience with ServiceNow ITSM, ITOM, and ITAM modules

Proven expertise in ServiceNow customization, scripting, and workflow design

Strong understanding of ITIL framework and IT service management principles

Excellent communication, client-facing skills, problem-solving and analytical skills bilingual (French/English)

Preferred Qualifications:

Additional ServiceNow certifications (e.g., CIS-ITSM, CIS-Discovery, CIS-Event Management)

Experience with ServiceNow Performance Analytics and Reporting

Knowledge of ServiceNow SecOps and GRC modules

Familiarity with Agile and DevOps methodologies

Experience working in a managed service provider environment

Bilingual (French/English)

About the Company

TELUS Digital crafts unique and enduring experiences for customers and employees, and creates future-focused digital transformations that stand the test of time. We are the brand behind the brands. Our global team members are both passionate ambassadors of our clients’ products and services, and visionary technology experts resolute in our pursuit to elevate their end customer journeys, solve business challenges, mitigate risks, and drive continuous innovation. Our portfolio of end-to-end, integrated capabilities include dig... Know more