Job Description:
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.
Key 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:
- ITOM & Monitoring: Integrate with monitoring tools such as SevOne, IBM CloudPak for AIOps(IBM CP4AIOps), ScienceLogic, or Dynatrace to automate event and incident creation.
- eBonding & External Systems: Configure Service Bridge for eBonding with external client instances (e.g., other ServiceNow, BMC Helix).
- Telco Systems (OSS/BSS): Build integrations with systems like Amdocs and Netcracker using industry standards like TMF621 and TMF642 APIs.
- AI & Data Platforms: Collaborate with data engineering teams to connect ServiceNow with the TELUS DataHub, streaming data via Kafka, and integrating with AI services like IBM Watsonx for predictive intelligence and RAG.
- CMDB/CSDM: Architect and populate the CMDB following the Common Service Data Model (CSDM) framework to create a single source of truth for all configuration items discovered and managed.
- API & Security: Work closely with the security and infrastructure teams to ensure secure, authenticated API communication via the Kong API Gateway using JWT, OAuth, and OpenID Connect with providers like PingIdentity.
- Analytics & Reporting: Develop advanced reports, dashboards, and KPIs using Performance Analytics to provide insights into service delivery and operational efficiency.
- Custom Application Development: Build custom flows and solutions to support unique business processes for both internal operations and external clients.
Required Qualifications:
- 5+ years of hands-on experience as a ServiceNow Developer or Implementation Specialist.
- Expert-level knowledge and proven project experience implementing Domain Separation in an MSP environment.
- Strong implementation experience with ServiceNow modules: ITSM, ITOM (Discovery, Service Mapping, Event Management), and CSM.
- Proficiency in ServiceNow development: JavaScript, Glide APIs, Flow Designer, Integration Hub, and REST/SOAP web services.
- Deep understanding of the Common Service Data Model (CSDM) and CMDB architecture.
- Experience integrating ServiceNow with third-party monitoring, infrastructure, and enterprise applications.
- ServiceNow Certified Implementation Specialist (CIS) in at least one area (ITSM, ITOM, CSM).
- ServiceNow Certified Application Developer (CAD).
Preferred Qualifications:
- Experience with FSM (Field Service Management) and ITAM (IT Asset Management) modules.
- Familiarity with telecommunications standards, specifically TMF Forum APIs (e.g., TMF621, TMF642).
- Knowledge of the tools in our ecosystem: IBM CP4AIOps, Watsonx, Kong, Kafka, Dynatrace, SevOne, Amdocs, Netcracker.
- Experience working with modern authentication protocols (OAuth, OpenID Connect).
- Familiarity with cloud platforms (e.g., Google Cloud) and containerized environments.
- Experience in a large-scale enterprise transformation project.
- Bilingual proficiency in English and French is highly desirable.
What We'll Offer
In addition to a great culture and interesting work with opportunities for growth and development, this position is eligible for the following benefits:
- Group Savings Options (GRSP, GTFSA, GIA) with company matching
- Healthcare benefits - Medical, Vision, Dental (We cover 100% of the employee and dependent(s) medical premiums)
- Life & Disability Insurance
- Generous and Flexible Paid Time Off
- Parental Leave Top-Up
- Employee Assistance Program (EAP)
- And more!
*Individual compensation is based on various factors unique to each candidate, including, skill set, experience, qualifications, and other job-related reasons determined during the interview process. Role ranges are periodically reviewed and updated based on market changes, internal needs, and industry trends. To drive ongoing pay equity for team members, TELUS Digital conducts regular compensation audits.
Top Skills
What We Do
We help our clients realize the potential of rapidly evolving mobile technologies, from developing a mobile strategy to launching mobile products. Our unique team permits us to address our clients concerns at the highest strategic level, while ensuring that all recommendations are presented in the context of real-world build costs and timelines. We then have the expertise to take the strategy through the mobile product design, development, testing, launch and growth phases. Our main areas of focus are: - App Development - Web Development - OTT Development - Digital Product Strategy - Digital Product Design - Growth - Voice Technology We serve Fortune 500 clients such as 21st Century Fox, Synchrony Financial, ABInBev, PepsiCo, Alliant Credit Union, Wyndham Hotels & Resorts, Regal Cinemas, and National Geographic. WillowTree, LLC was founded in 2007 with offices in Charlottesville, VA and Durham, NC, Brooklyn, NY, and Columbus, OH.
