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
- Analyzing, designing, and documenting client process improvements in ServiceNow at RSM. Collaborating with stakeholders to implement solutions and enhance service management efficiency.
Responsibilities
- Analyze, design, and document opportunities to improve client processes using the ServiceNow platform.
- Create functional designs, process flows, and user stories, gathering stakeholder feedback to shape solution architecture and delivery.
- Evaluate Service Management processes, identify gaps, and develop ServiceNow‑based solutions that enhance efficiency and automation.
- Translate diverse business requirements into scalable, technically sound ServiceNow configurations and customizations.
- Clearly document and communicate insights, requirements, and solution plans to cross‑functional teams and client stakeholders.
- Collaborate closely with clients, technical teams, and project leadership to ensure alignment throughout the implementation lifecycle.
- Stay current on ServiceNow releases, platform enhancements, and industry best practices, recommending improvements that drive value.
- Serve as a subject matter expert in ServiceNow and Enterprise Service Management.
- Design, configure, and develop ServiceNow applications, modules, and custom components.
- Configure workflows, UI policies, business rules, and other platform features to meet client requirements.
- Implement enhancement requests, including UI changes, system property updates, foundation data adjustments, and workflow modifications.
- Perform ServiceNow upgrades, installations, and platform maintenance activities.
Requirements
- Bachelor’s degree in Information Technology, MIS, Computer Science, or a related field; a technology‑focused MBA or equivalent experience is also acceptable.
- ITIL 4 Foundation Certification (or higher).
- ServiceNow Certified System Administrator (CSA).
- 2–4 years of experience delivering IT integration, consulting, or technology services.
- Minimum of 3 years of hands‑on ServiceNow experience.
- At least 2 years of experience working in a large enterprise or professional services environment.
- Experience completing at least one full‑cycle ServiceNow implementation from initiation through deployment.
- Strong verbal and written communication skills, including client‑facing presentations and documentation.
- Ability to work effectively in a collaborative, team‑oriented environment.
- Highly self‑motivated, organized, and able to prioritize tasks in fast‑paced settings.
- Core competencies include business analysis, project management, process evaluation, and organizational change management.
- Experience delivering IT consulting solutions involving strategy, process, technology, and infrastructure components.
Benefits
- flexibility in your schedule
- empowering you to balance life’s demands
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