Technical Solutions Consultant - ServiceNow

Description

Our Team and what we’ll accomplish together :

We’re a customer-driven and product-minded team within E2E at TELUS, responsible for our company’s value chain evolution.

We simplify systems and automate processes so that Operations teams can focus on what matters most : our Customers. Our mission is to make life easier for our Customers and our team by building and enhancing the ServiceNow platform that supports our value chains and customer journeys.

Our team includes a passionate group of strategists, business consultants, product owners, project managers, business analysts, and change management experts.

Are you ready to make a significant impact and drive innovation in a dynamic and forward-thinking organization? We are seeking a talented and experienced Technical Solutions Consultant to join our team and lead the implementation of cutting-edge technologies that will revolutionize the way we deliver services and exceed customer expectations.

As a key driver of change, you will have the opportunity to shape the future of our organization and play a pivotal role in optimizing workflows and maximizing the potential of our TELUS service management platforms and tools.

What you’ll do :

• Provide IT leadership and support to our customers, supporting the leadership team in meeting organizational objectives to improve customer experience, operational team member experience and support both revenue growth and operational efficiency
• Accountable for setting direction and leadership on infrastructure projects by providing technical guidance and consulting services to team members on the E2E Service Management team
• Lead the E2E roadmap and projects within the roadmap, streamlining processes, optimizing workflows, and maximizing the potential of our TELUS service management platforms and tools
• Act as a Product Owner to lead and direct project team members and impacted stakeholders to understand the scope and vision of our ServiceNow Roadmap projects
• Build trust with stakeholders through your strong knowledge of project processes, operational applications, business products, services, and the TELUS Business Solutions (TBS) value chain
• Provide input and guidance on the E2E Service Management Roadmap items and assist with business case creation
• Collaborate with and mentor other team members Provide regular status updates to leaders and project managers highlighting any risks and mitigation plans

Qualifications

What you Bring :

• Demonstrated ability to collaborate and mentor teams and provide input to team member objectives. Proven ability to liaise with customers with the goal of effectively working with systems, building customer knowledge, and demonstrating strong entrepreneurial abilities
• Ability to work with the leadership team to formulate strategic plans
• Experience in leading and completing complex tasks on transformational projects with a proven history of quality project delivery
• In-depth knowledge of ServiceNow, with the ability to understand the tool's current capabilities and future direction, as well as industry trends
• Strong systems knowledge to support the TBS value chain including ServiceNow
• Advanced technical skills within at least one of the core relevant technical proficiencies (Operating System, Cloud Software Applications, Database, Network)
• Strong planning, performance, and business analysis skills
• Knowledge of Waterfall, Agile (SAFe), Project Development Lifecycle, DevOps
• Experience working in an Agile environment and familiarity with associated tools such as JIRA or ServiceNow as a project tool, Kanban, and Scrum
• Financial acumen : Ability to build business cases with business input drivers, considering revenue, margin, and cost efficiency benefits compared to the costs to implement and operate transformational programs to deliver a return on investment

Great-to-Haves :

• Post-secondary diploma or certification
• ServiceNow certifications such as Certified Implementation Specialist (CSM, ITSM, SPM)
• 5-7 years of relevant experience Certification in ITIL, Agile, Lean Six Sigma
• Broad knowledge of IT Service Management
• Business Analysis certification / courses
• Bilingual (English / French)

What We Offer :

• A collaborative and inclusive work environment where celebrating each other's successes is at the heart of who we are
• Opportunities for continuous learning and development across multiple domains including industry best practices, technology trends, and customer experience opportunities
• The chance to build strong relationships, collaborate effectively, and positively influence multiple teams
• Join us in a workplace where we work hard, celebrate together, and have fun along the way. If you are passionate about driving transformation and thrive in a fast-paced, collaborative environment, we want to hear from you

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