Senior Technical Product Manager leading key ServiceNow roadmap initiatives to improve customer experience and operational efficiency at TELUS. Collaborating with stakeholders and managing transformation projects.
About the role
- ServiceNow Technical Lead responsible for overseeing the design and development of the ServiceNow platform. Collaborating with teams to ensure compliance and best practices for efficient banking operations.
Responsibilities
- Oversee the design, development, testing, and deployment of ServiceNow applications and enhancements, following the Bank’s standards for software development life cycle and ITIL framework.
- Collaborate with developers, admins, business analysts, business units, and external vendors to gather and analyze requirements, propose solutions, and provide estimates for ServiceNow projects and initiatives.
- Ensure that the ServiceNow platform and applications are aligned with the Technology strategy and roadmap, and adhere to the Bank’s policies, standards, and best practices.
- Provide technical leadership, mentorship, and coaching to ServiceNow developers and administrators within the ServiceNow Centre of Excellence and oversee their work quality and performance.
- Manage the configuration, administration, and maintenance of the ServiceNow platform, including security, integrations, workflows, automation, and reporting.
- Assist in the monitoring and troubleshooting of the ServiceNow platform and applications and resolve any issues or incidents in a timely and effective manner.
- Support the application rollout and upgrade projects by working with internal teams and vendors and coordinate the change management and release management processes.
- Prepare and maintain technical documentation, training materials, and user guides for the ServiceNow platform and applications.
- Communicate and follow up on all issues and projects on a timely basis, ensuring all stakeholders are kept informed and updated.
Requirements
- 8 or more years of experience in the field of Information Technology, with advanced experience of at least 5 years of experience in ServiceNow development and administration in a senior role
- Experience with technical leadership within a team would be considered an asset.
- Post secondary education, preferably in the areas of Information Technology or Computer Science and/or equivalent experience.
- Certification in ServiceNow System Administrator, ServiceNow Application Developer, or equivalent experience
- Advanced experience with ServiceNow modules, such as ITSM, ITOM, ITAM, HRSD, and FSM
- Experience in CSDM adoption and CMDB concepts
- Proficient in ServiceNow scripting and development tools, such as JavaScript, HTML, CSS, AngularJS, REST API, and Glide
- Hands-on problem-solving skills and a proven ability to debug and troubleshoot technical issues.
- Good knowledge of Software Development Life Cycle (SDLC) concepts and best practices for both waterfall and agile methodologies. Agile designation(s) would be considered an asset.
- Good knowledge of ITIL framework and related support processes. ITIL designation(s) would be considered an asset.
- Self-starter with the ability to quickly grasp complex issues. Able to break down issues for a general audience.
- Passionate about delivering exceptional end-user experiences.
- Ability to translate requirements into executable solutions within the platform.
- Strong administration mindset with advanced security acumen.
- Strong verbal and written communication skills.
Benefits
- Competitive discretionary bonus
- Market leading RRSP match program
- Medical, dental, vision, life, and disability benefits
- Employee Share Purchase Plan
- Maternity/Parental top-up while you care for your little one
- Generous vacation policy and personal days
- Virtual events to connect with your fellow colleagues
- Professional development and comprehensive Career Development program
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