Senior ServiceNow Implementation Specialist

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.