Senior ServiceNow Implementation Specialist

Who We Are

Welcome to TELUS Digital — where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting‑edge technology, agile thinking, and a people‑first culture.

With a global team across North America, South America, Central America, Europe, Africa, and APAC, we offer end‑to‑end expertise across eight core areas : Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering.

From mobile apps and websites to voice UI, chatbots, AI, customer service, and in‑store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are — all backed by the secure infrastructure and scale of our multi‑billion‑dollar parent company.

The Opportunity

The Senior ServiceNow Implementation Specialist will be responsible for the hands‑on design, development, and / or implementation of the ServiceNow platform within a complex, multi‑tenant environment. You will leverage your deep expertise in ServiceNow's core modules, particularly in a Managed Service Provider (MSP) context using Domain Separation. You will build robust integrations with a wide array of enterprise systems, including AIOps platforms, OSS / BSS stacks, API gateways, and AI / ML services.

Responsibilities

Platform Module Implementation : Lead on implementation tasks across core ServiceNow modules, including :

• ITSM Pro / Enterprise : Incident, Problem, Change, Request Management, Service Catalog, Knowledge Management, and SLA configuration.
• CSM Pro / Enterprise : Case and Account Management, Customer Portal, and Proactive Customer Services.
• ITOM Visibility + Health : CMDB, CSDM alignment, Discovery for local and cloud devices, Service Mapping, and Event Management.
• Telecommunications Service Management (TSM) : Configure telecommunications‑specific workflows and operational services.
• Strategic Portfolio Management (SPM) : Assist in configuring Project and Demand Management.
• Domain Separation : Design, configure, and maintain a robust Domain Separation architecture to support both the Multi‑Customer Configuration (MCC) and internal Managed Service Provider (MST) instances, ensuring strict data segregation and process isolation.

Integration Development : Develop and manage integrations using ServiceNow's Integration Hub, Flow Designer, and custom APIs. Key integrations include :

Qualifications

Preferred Qualifications

Equal Opportunity Employer

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.

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