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TELUS Digital

ServiceNow Lead

Basic Information

Ref Number

Req_00160078

Last day to apply

14-Mar-2026

Primary Location

IN - Noida 54 - NSEZ

Country

India

Job Type

Digital Solutions

Work Style

Hybrid, On Site

Description and Requirements

Description:

  • ServiceNow Lead and play a pivotal role in shaping our ServiceNow practice. 

  • Drive innovation in service and project delivery, ensuring our solutions meet our clients' needs. 

  • Collaborate with cross-functional teams to implement strong strategies for IT Service Management (ITSM), Strategic Portfolio Management (SPM), IT Operations Management (ITOM) and Customer Service Management (CSM).

Key Responsibilities

  • Lead the architecture and design of ServiceNow solutions within our Central of Excellence Delivery Platform and Team, ensuring alignment with business requirements and standard methodologies.

  • Define technical standards, guidelines, and governance to align ServiceNow implementations across teams (Professional Service and Managed Service).

  • Collaborate with collaborators, customers, partners, and team members to translate business needs into ServiceNow solutions.

  • Coordinate the configuration and development of modules.

  • Lead the design and integration of ServiceNow with other enterprise systems and tools.

Testing and Application Lifecycle

  • Craft and maintain custom application scopes to ensure accurate separation of concerns and manageability.

  • Automate the deployment process using CI/CD, including automated testing frameworks such as ATF, to ensure efficient, reliable, and high-quality software delivery.
    Conduct code reviews, performance optimization, and troubleshooting to ensure the quality and stability of solutions.

  • Review requirements and develop technical design documents.

  • Build and maintain technical documentation for ServiceNow solutions.

  • Troubleshoot and debug technical issues as they arise during the development and testing phase.

Development & Customization

  • Develop custom applications, integrations, and configurations to meet business needs, bringing to bear proven methods and industry standards, while ensuring robust security measures and scalable architecture.

  • Implement system integrations to ensure seamless data flow between ServiceNow and other systems or third-party applications.

  • Build UI elements and automation to meet business needs, applying ServiceNow's development tools and scripting capabilities.

Key Relationships:

  • Product and Development teams of the Services Delivery platform.

  • Solution Architects and Software Engineers.

  • ServiceNow platform team.

  • Clients and users of our Services Delivery platform.

Additional Job Description

Job Requirements:

  • 8+ years of proven experience in ServiceNow development and architecture

  • Proficiency in ServiceNow development, including JavaScript, HTML, CSS and APIs

  • Hands-on experience with ServiceNow platform configuration, customization, and administration, with a focus on implementing secure authentication mechanisms and scalable architecture

  • Feel comfortable with planning and implementing automated test in Service Now (ATF)

  • Good experience in custom application scopes

  • Solid understanding of the application development lifecycle process in ServiceNow, including technologies like Instance Scan and App Repo

  • Effective communication skills and the ability to collaborate seamlessly with cross-functional teams and stakeholders

  • Excellent problem-solving skills and attention to detail

  • Experience in cloud technologies (e.g. AWS, Azure) is a plus

  • Experience in working with Agile methodologies

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.
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