Bilingual ServiceNow Implementation Specialist

Bilingual ServiceNow Implementation Specialist

We are searching for a talented Bilingual ServiceNow Implementation Specialist who is fluent in both French and English to join the TELUS Digital team. As a core member of our group, you will be responsible for leading end-to-end ServiceNow platform implementations, covering a wide array of activities from instance setup and module configuration to integration design and optimization. Your expertise will span critical modules such as ITSM, CSM, ITOM, and ITAM, providing essential guidance to both clients and internal teams throughout the process.

Key Responsibilities

• Lead the deployment, branding, configuration, and customization of client ServiceNow instances.
• Serve as a Subject Matter Expert in ServiceNow Modules Implementation, Maintenance, and best practices.
• Deliver comprehensive training sessions to client teams on implemented ServiceNow solutions.
• Provide ongoing support and expert guidance for complex ServiceNow-related issues.
• Design and build customer-facing portals and service catalogs tailored to specific 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 robust integrations between ServiceNow and other enterprise systems.
• Propose and implement strategic enhancements to existing client implementations.
• Collaborate closely with Business Analysts to gather and refine detailed business requirements.
• Translate intricate business needs into precise ServiceNow technical specifications.
• Assist in creating functional and non-functional specifications for custom developments.
• Actively participate in user acceptance testing (UAT) planning and execution.
• Contribute to sprint planning and backlog grooming sessions within an agile environment.
• Conduct thorough knowledge transfer sessions on all deployed 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 escalated from the support team.
• Collaborate on continuous improvement initiatives based on valuable 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 a related field.
• Minimum of 5 years of hands-on experience in ServiceNow implementation and administration.
• Possession of ServiceNow Certified System Administrator and Implementation Specialist certifications.
• Extensive practical experience with ServiceNow ITSM, CSM, ITOM, and ITAM modules.
• Proven expertise in ServiceNow customization, scripting, and workflow design.
• Strong understanding of the ITIL framework and IT service management principles.
• Excellent communication, client-facing, problem-solving, and analytical skills.
• Fluency in both French and English (Bilingual).

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.

Key skills/competency

• ServiceNow platform
• ITSM, CSM, ITOM, ITAM
• Implementation & Deployment
• Customization & Scripting
• ITIL Framework
• Integration Design
• CMDB & Discovery
• Event Management
• Client-facing skills
• Bilingual (French/English)