TELUS Digital

Compensation

Full Description

Job Description: 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. Key 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. Required 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, specifically TMF Forum APIs (e.g., TMF621, TMF642). • Knowledge of the tools in our ecosystem: IBM CP4AIOps, Watsonx, Kong, Kafka, Dynatrace, SevOne, Amdocs, Netcracker. • Experience working with modern authentication protocols (OAuth, OpenID Connect). • Familiarity with cloud platforms (e.g., Google Cloud) and containerized environments. • Experience in a large-scale enterprise transformation project. • Bilingual proficiency in English and French is highly desirable.