Job Specifications
Requirements
Description and Requirements
We are searching for a talented ServiceNow Implementation Specialist . As a ServiceNow Implementation Specialist, you will be responsible for leading end-to-end ServiceNow platform implementations, including instance setup, module configuration, integration design, and optimization across ITSM, CSM, ITOM, and ITAM modules, while providing expert guidance to clients and teams.
Responsibilities
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, CSM, 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
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
B ilingualism for (French/English) is nice to have
EEO Statement
At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.
Equal Opportunity Employer
At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.
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...
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