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
- Leading ServiceNow solutions as a Practice Strategist in Telecom for large client programs. Mentoring engineers and optimizing ServiceNow platform delivery in US and Canada.
Responsibilities
- Lead the successful delivery of ServiceNow solutions and services, for large client programs.
- Lead and mentor a team of Software Engineers on projects and align project tasks to engineers’ skill set.
- Provide technical pre-sales support and input regarding solutions, structure, and growth for complex professional services projects.
- Assist Pre-Sales team with scoping service engagements typically involving multiple ServiceNow products and complex integrations with client applications/systems.
- Serve as primary technical point-of-contact for projects and as the face of the engineering team to the customer.
- Write/estimate Stories, monitor engineers' work, and own overall quality and delivery of development.
- Collaborate with Project Manager to monitor for scope creep and resolve critical path technical issues, complex business processes, and escalations from customers.
- Draft and publish to company repository technical and process documentation.
Requirements
- Deep understanding of Telecom systems, processes and industry standards and practices.
- 8-12 years’ experience at a SaaS, PaaS, or Enterprise Software Development Company.
- 3+ Years of ServiceNow Platform Experience with an in-depth understanding of ServiceNow architecture.
- Experience with TSM, TNI, ITSM, FSM on the ServiceNow Platform, experience with Order Management for Customer Service Management.
- Strong problem-solving skills and the ability to simplify complex situations.
- Proven ability to consult as a key technical resource leading the development and delivery of ServiceNow solutions in client environments.
- Knowledge of ITIL, minimum Foundation and/or CSDM, Common Service Data Model.
- Proficient in one of the following product lines: CSM, HR, ITBM, ITOM, Performance Analytics, SecOps, or Software Asset Mgmt.
- Fundamental understanding of the key technologies relevant to the ServiceNow integration solutions including: SSO, SAML, SSL, Web Services, LDAP, JDBC, ODBC, REST, SCP, FTPS.
- Experience implementing systems using the Agile/Scrum methodology.
Benefits
- We champion diversity, celebrate creativity, and embrace the uniqueness each person brings to the table.
- Foster a healthy work-life balance.
- Create a culture that thrives on collaboration and innovation.
- Supporting professional growth for individuals and teams.
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