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 Developer creating tailored solutions for IT service management in various cities across Canada. Collaborating with clients to enhance service delivery through innovative ServiceNow implementations.
Responsibilities
- Support with design and implementation of ServiceNow solutions tailored specifically for the Technology Provider Service Management (TPSM) ServiceNow product suite, including but not limited to ITSM, CSM, VA, PA, App Engine, Service Bridge, and IntegrationHub.
- Design and implementation of ServiceNow solutions built on a multi-domain instance deployment of ServiceNow
- Collaborate with Client stakeholders and Long View team members to gather requirements and translate them into ServiceNow solutions
- Support Clients and Long View leadership to develop ServiceNow technology roadmap adoption strategy to best maximize their investments in the technology
- Provide technical leadership and guidance throughout the entire lifecycle, from solution design to implementation and deployment
- Conduct a thorough analysis of existing Client processes and workflows, identifying areas for improvement and automation using ServiceNow
- Ensure the scalability, performance, and stability of ServiceNow solutions, optimizing system resources and configuration settings
- Conduct thorough testing of ServiceNow configurations and customizations, ensuring high-quality deliverables and adherence to industry best practices
- Provide technical expertise and guidance to the Long View ServiceNow support team, assisting with troubleshooting and problem resolution
- Provide ServiceNow platform training and mentorship to other team members in the business and at clients
- Ensure ServiceNow platform security configuration aligns with corporate security policies and industry best practices
Requirements
- 5+ years of professional experience designing and deploying ServiceNow platform technology and supporting ITSM, CSM, and domain-separated instances of ServiceNow
- 5+ years working as a client-facing consultant
- 5+ years programming experience including JavaScript and Python
- 5+ years working with Configuration Management (CMDB) including ITOM, HAM, & SAM
- 1+ years implementing Service Bridge
- Experience scripting in Unix and Microsoft Windows environments
- Experience coding in C# and using low-code solutions like Microsoft Power Automate
- Experience working with cloud-native Azure platform-as-a-service technology like service bus and web apps
- Experience integrating business applications and IT service management systems
- Experience with various web-based technologies such as REST, GraphQL, JSON, XML, XSLT
- Experience with software development life cycle preferably in an agile and DevOps delivery model
- Experience with software RMM tools and integrations like (ninjaOne, N-Able,…)
- Strong communication and documentation skills with the ability to communicate effectively both verbally and in writing to include high-quality technical documentation and diagrams
- Ability to interact professionally with a diverse group including executives, managers, developers, and subject matter experts
- Excellent customer-facing presentation and training skills
- Excellent problem-solving and multitasking skills
Benefits
- Great people and culture
- Recognition programs
- Fun is one of our core values
- Interesting work – Be part of exciting projects while accessing all the latest technologies
- Flexible environment – A workplace that values the importance of flexibility for personal/professional growth, happiness and wellness
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