Job Specifications
Who We Are
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, Africa, 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.
The Opportunity
The Senior ServiceNow Implementation Specialist will be responsible for the hands-on design, development, and/or implementation of the ServiceNow platform within a complex, multi-tenant environment. You will leverage your deep expertise in ServiceNow's core modules, particularly in a Managed Service Provider (MSP) context using Domain Separation. You will build robust integrations with a wide array of enterprise systems, including AIOps platforms, OSS/BSS stacks, API gateways, and AI/ML services.
Responsibilities
Platform Module Implementation: Lead on implementation tasks across core ServiceNow modules, including:
ITSM Pro/Enterprise: Incident, Problem, Change, Request Management, Service Catalog, Knowledge Management, and SLA configuration.
CSM Pro/Enterprise: Case and Account Management, Customer Portal, and Proactive Customer Services.
ITOM Visibility + Health: CMDB, CSDM alignment, Discovery for local and cloud devices, Service Mapping, and Event Management.
Telecommunications Service Management (TSM): Configure telecommunications-specific workflows and operational services.
Strategic Portfolio Management (SPM): Assist in configuring Project and Demand Management.
Domain Separation: Design, configure, and maintain a robust Domain Separation architecture to support both the Multi-Customer Configuration (MCC) and internal Managed Service Provider (MST) instances, ensuring strict data segregation and process isolation.
Integration Development: Develop and manage integrations using ServiceNow's Integration Hub, Flow Designer, and custom APIs. Key integrations include:
ITOM & Monitoring: Integrate with monitoring tools such as SevOne, IBM CloudPak for AIOps(IBM CP4AIOps), ScienceLogic, or Dynatrace to automate event and incident creation.
eBonding & External Systems: Configure Service Bridge for eBonding with external client instances (e.g., other ServiceNow, BMC Helix).
Telco Systems (OSS/BSS): Build integrations with systems like Amdocs and Netcracker using industry standards like TMF621 and TMF642 APIs.
AI & Data Platforms: Collaborate with data engineering teams to connect ServiceNow with the TELUS DataHub, streaming data via Kafka, and integrating with AI services like IBM Watsonx for predictive intelligence and RAG.
CMDB/CSDM: Architect and populate the CMDB following the Common Service Data Model (CSDM) framework to create a single source of truth for all configuration items discovered and managed.
API & Security: Work closely with the security and infrastructure teams to ensure secure, authenticated API communication via the Kong API Gateway using JWT, OAuth, and OpenID Connect with providers like PingIdentity.
Analytics & Reporting: Develop advanced reports, dashboards, and KPIs using Performance Analytics to provide insights into service delivery and operational efficiency.
Custom Application Development: Build custom flows and solutions to support unique business processes for both internal operations and external clients.
Qualifications
5+ years of hands-on experience as a ServiceNow Developer or Implementation Specialist.
Expert-level knowledge and proven project experience implementing Domain Separation in an MSP environment.
Strong implementation experience with ServiceNow modules: ITSM, ITOM (Discovery, Service Mapping, Event Management), and CSM.
Proficiency in ServiceNow development: JavaScript, Glide APIs, Flow Designer, Integration Hub, and REST/SOAP web services.
Deep understanding of the Common Service Data Model (CSDM) and CMDB architecture.
Experience integrating ServiceNow with third-party monitoring, infrastructure, and enterprise applications.
ServiceNow Certified Implementation Specialist (CIS) in at least one area (ITSM, ITOM, CSM).
ServiceNow Certified Application Developer (CAD).
Preferred Qualifications
Experience with FSM (Field Service Management) and ITAM (IT Asset Management) modules.
Familiarity with telecommunications standards, specifical