Technical Solutions Consultant

Description

Our team and what we'll accomplish together:

We're a customer-driven and product-minded team within B2B Digital Transformation at TELUS, responsible for our company's value chain evolution. We simplify systems and automate processes so that Sales and Operations teams can focus on what matters most, our Customers.

Our B2B Digital Transformation team's mission is to make life easier for our Customers and for our team. We build and enhance the SaaS platforms that support our value chains and customer journeys - from Leads to Opportunities, from Contracts to Orders, from Fulfillment to Billing, all the way to Day 2 support and Assurance - and that are used every day by thousands of TELUS team members nationally, across multiple functions.

Our team includes a passionate group of strategists, business consultants, product owners, program managers as well as technical ServiceNow teams. We work closely with partners across the organization to design, build, and implement meaningful system enhancements that drive value for the organization.

What you'll do:

We are looking for a passionate technical leader to join our B2B Digital Transformation Team as Technical Solutions Consultant, ServiceNow Development and lead the internal ServiceNow technical teams in the day to day strategy and innovation. This is an extremely satisfying, yet challenging, opportunity to positively impact the daily activities of thousands of team members and through them improve the customer experience for all of our customers.

The role provides a high degree of interaction with senior leaders in the organization where you will be expected to lead conversations related to ServiceNow leading practices and general technical architecture related to current and future needs of the organization.

• Defines policy & standards - Architecture principles, Integration standards, Platform upgrade strategy, performance tuning, etc
• Define technical architecture documentation for implementations, build framework structure/templates for capturing technical information on module implementations
• Support internal, customer and other vendor team members to assess the technical feasibility of the business requirement and implementation of the solution
• Provide technical advisory on the implementation of ServiceNow for internal purposes
• Leads any technical issues preventing successful service delivery and communications towards a successful resolution
• Architect, design and deploy custom solutions using the ServiceNow platform
• Define development best practices, architecture, code review checklist, provide technical leadership and mentoring the ServiceNow Product Team
• Advise and provide options for integrations between the ServiceNow systems and external systems
• Design solutions for agreed system integration, create and maintain API and data integration processes between ServiceNow and other platforms
• Consult with Customer and Service Management teams on platform enhancements and improvements including identifying potential opportunities for improvement of the platform
• Collaborate with ServiceNow Support concerning strategies and technical aspects of platform upgrades, patch installation, and hotfixes
• Implementation of approved apps from the ServiceNow application store for general use
• Technical oversight of activities for resources on an as-needed basis for project work/Steady state where complexities require senior review
• Validate all Requests for Enhancement (i.e. platform changes) providing technical perspective and recommendations and perform feasibility study where required
• Conducting platform performance audits and remediation activities
• Responsible for participating and potentially executing patching and upgrades to the ServiceNow Platform
• Having one-on-one meetings with each team members as their manager, aligning both team and individual goals to each member of the Product Development Team
• Providing regular KPI metrics to leadership on the accomplishments and work products delivered

Qualifications

What you bring:

• +5 years of experience in a similar role
• Experienced leading a technical development teams
• Experience of working with ITIL processes and with working knowledge of Service Management leading practices
• ServiceNow Certified Developer status or higher is preferred
• Experience designing and implementing complex ServiceNow Workflows
• Experience developing ServiceNow scoped application
• Experience developing complex ServiceNow based integrations
• Experience implementing the ITSM, CSM, SPM and App Engine ServiceNow modules

Great-to-haves

• Proficiency at Business Analysis skills
• Strong stakeholder-facing skills with established consulting acumen
• Superb oral and written communication skills