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Service Now Implementation Specialist (Billingual: French and English)

Basic Information

Ref Number

Req_00151398

Primary Location

CA - Home Office

Country

Canada

Job Type

Digital Solutions

Work Style

Remote

Description and Requirements

We are searching for a talented ServiceNow Implementation Specialist who is Billingual (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, ITOM, and ITAM modules, while providing expert guidance to clients and teams.


Responsibilities

  • Instance Setup and Configuration:
    • Lead the process of deploying, branding, configuring and customizing client ServiceNow instances
    • 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, 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

Additional Job Description

ServiceNow Implementation Specialist needed with 5+ years of experience in ITSM, ITOM, and ITAM modules to lead and execute ServiceNow implementations for clients.

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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