ServiceNow Implementation Specialist
TELUS Digital
Job Overview
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Job Description
About TELUS Digital
Welcome to TELUS Digital – where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture.
With a global team across North America, South America, Central America, Europe, and APAC, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering. From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are — all backed by the secure infrastructure and scale of our multi-billion-dollar parent company.
About the Role: ServiceNow Implementation Specialist
We are searching for a talented ServiceNow Implementation Specialist who is Bilingual (French and English) to join our team. 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.
Key Responsibilities
- Lead the process of deploying, branding, configuring and customizing client ServiceNow instances.
- Act as a 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.
Key skills/competency
- ServiceNow Implementation
- ServiceNow Administration
- ITSM
- CSM
- ITOM
- ITAM
- ITIL Framework
- Workflow Design
- Scripting
- Client-facing Skills
How to Get Hired at TELUS Digital
- Research TELUS Digital's culture: Study their mission, values, recent news, and employee testimonials on LinkedIn and Glassdoor.
- Customize your resume: Highlight your ServiceNow implementation experience, certifications, and bilingual abilities (French/English) for this specialist role.
- Showcase problem-solving skills: Prepare examples demonstrating your analytical and client-facing capabilities crucial for ServiceNow solutions.
- Master ServiceNow concepts: Deepen your understanding of ITSM, CSM, ITOM, ITAM, and ITIL framework, ready for technical discussions.
- Prepare for behavioral questions: Reflect on experiences where you led implementations, managed client expectations, or contributed to team success.
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