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
- Digital Consulting Architect responsible for ServiceNow Order Management solutions at enterprise level. Leading architecture, design, and delivery, while engaging with clients and internal teams.
Responsibilities
- Solution Architecture: Lead the end-to-end architecture and design of ServiceNow Order Management solutions, including order capture, decomposition, orchestration, and fulfillment workflows aligned to client business needs.
- Requirements & Discovery: Facilitate discovery workshops with client stakeholders to gather and translate business and technical requirements into scalable OM design patterns and solution blueprints.
- Platform Configuration & Oversight: Guide and oversee the configuration of ServiceNow OM modules including order decomposition rules, fulfillment tasks, SLA management, and catalog-driven order flows.
- Integration Design: Define integration strategies between ServiceNow OM and external systems such as CRM, ERP, billing, and provisioning platforms, leveraging REST/SOAP APIs and IntegrationHub.
- Technical Leadership: Provide hands-on technical leadership to development and configuration teams, conducting design reviews, enforcing platform governance, and ensuring adherence to ServiceNow best practices.
- Stakeholder Engagement: Act as the primary technical point of contact for client architects, product owners, and business stakeholders, communicating solution design decisions clearly and confidently.
- Continuous Improvement: Identify opportunities to optimize order lifecycle processes, recommend platform enhancements, and contribute to the development of internal OM accelerators, templates, and reusable assets.
Requirements
- 7+ years of experience in ServiceNow implementation, with at least 3+ years focused on Order Management (OM) architecture and delivery
- Proven experience designing and deploying ServiceNow OM solutions including order decomposition, catalog integration, and fulfillment orchestration
- Strong understanding of ServiceNow platform fundamentals — Flow Designer, IntegrationHub, Service Catalog, CMDB, and Scripted APIs
- Experience integrating ServiceNow OM with CRM platforms (e.g., Salesforce, ServiceNow Sales OM) and ERP or billing systems
- Familiarity with Sales Order Management (Sales OM) and its handoff to fulfillment OM workflows is a strong asset
- Experience in telecom or CSP environments with exposure to Service Order Management (SOM), TM Forum APIs, or BSS/OSS integrations is considered a bonus
- ServiceNow Certified Implementation Specialist (CIS) or Certified Application Architect (CAA) designation preferred
- Strong communication and stakeholder management skills, with the ability to present complex architectural concepts to both technical and business audiences
- Comfortable operating in a fast-paced, client-facing consulting environment with the flexibility to adapt as project needs evolve
Benefits
- Unlimited Vacation/PTO
- Full Health Benefits and 401k Fixed Percentage Plan (USA only) RRSP (Canada)
- Fully remote and distributed teams
- Paid Parental Leave
- Ongoing training and education opportunities
- 0% Bureaucracy Culture - Focus is on responsibilities, not title
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