Senior ServiceNow Architect – TELUS Business Solutions – TEC10801-18


Business Customer Experience (BCX)

Senior ServiceNow Architect

What YOU Will Do:

We are looking for a high caliber, multi-dimensional Senior ServiceNow Architect to help us grow our ServiceNow practice area. The position is responsible for the design, architecture, platform administration, and working with ServiceNow on performance issues in the ServiceNow platform. To be successful, one should have prior experience as an Architect and in implementing and deploying ServiceNow, as well as experience troubleshooting ServiceNow platform performance issues. You will be the ServiceNow Architect working with other Information Technology (IT) professionals, vendors, and process owners to support, maintain, and enhance the ServiceNow platform.

The key responsibilities will be integrating our platform with the broader TELUS IT stack. You will also perform some development with new technologies and should be able to perform in a developer capacity. This function will require you to liaise with various internal and external teams. Additionally, configuring roadmaps and implementing the road map for the Business Intelligence (BI) Architecture from legacy platforms into modern technologies includes but not limited to:

  • Expert providing input into platform performance and optimizations
  • Architectural input into integrations
  • Advisor on options, risk and impacts on business processes
  • ServiceNow leader, mentor, and technical guide to team
  • Experience with large scale discovery/service mapping infrastructures
  • Guide into to mid-server infrastructure and optimization
  • Contact working with vendors integrating into the platform
  • Working with ServiceNow to accelerate delivery of solutions to TELUS current and future needs with resolving bugs, closing product gaps, implementing features related to Service Management, Automation, evolving business needs, and accelerate discovery of TELUS products
  • Platform Administrator
  • Own the technical architecture components of the system end to end by managing the current and future state if the architecture from an IT integration, object oriented, and data model layer perspective
  • Responsible for continuous service improvement in both business capabilities as well as internal systems capabilities
  • Documenting learnings from past experiences and evolving technical architecture based on recommendations from those experiences
  • Define current and future state of processes for environment change management and roll back capabilities as well as other mitigation strategies
  • Research best in class designs, study designs from vendors, and align them with standard IT frameworks
  • Foster environment of ideation and innovation to cultivate new solution concepts for both new business as well as technical capabilities
  • Work with other technical team members, Business Analysts, and leaders to implement new business capabilities, infrastructure and troubleshoot issues
  • Interpret system requirements, define technical tasks, and design new system capabilities and solution
  • Coordinate technical dependencies with other teams
  • Participate and lead technical software development activities for complex projects in a cross functional environment
  • Make recommendations to improve product quality, reliability, performance and scalability
  • Conduct periodic software continuous improvement cycles
  • Demonstrate a passion for designing and developing well architected, robust automated systems and frameworks ensuring high quality of code
  • Ability to multi-task, manage time, and ability to handle urgent interruptions with poise and professionalism


Your ideal profile includes:

  • 5+ years of experience as a key technical resource for large scale ServiceNow solutions of which at least 2 years should be as ServiceNow Architect or ServiceNow Solution Consultant
  • Experience deploying, administrating or architecting an Managed Service Provider (MSP) ServiceNow Instance Experience and understanding performance and capacity requirements
  • Experience with both IT service management and IT operations management modules
  • Minimum 2 years of implementing ServiceNow modules as a technical resource
  • Experience with Web technologies: Extensible Markup Language (XML), Hypertext Markup Language (HTML), JavaScript, Web services, and working in a software-as-a-service (SaaS) environment
  • Knowledge of technical components such as L Lightweight Directory Access Protocol (LDAP), Secure Sockets Layer (SSL), Security Assertion Markup Language (SAML)/ Single Sign-On (SSO), and experience with integrations into ServiceNow
  • ServiceNow Modules, JavaScript, Web services, Representational State Transfer (REST) application programming interfaces (APIs), ServiceNow APIs, ServiceNow workflows, user interface (UI) pages: Glide & Jelly scripts, UI macros, business scripts, client scripts, UI scripts, UI actions, Ajax scripts, UI policies, script includes, security rules, and migration skills
  • Experience in custom build integrations with ServiceNow using Management, Instrumentation, and Discovery (MID) Server, Java Database Connectivity (JDBC) and Open Database Connectivity (ODBC)
  • Demonstrated ability to influence and consult to garner the best step forward
  • Regarded as a thought leader in solving technical problems or process components
  • Demonstrated interpersonal skills, customer centric attitude, and ability to deal with cultural diversity in a global team
  • Degree or equivalent, preferably in IT
  • ServiceNow Certified Implementation Specialist, ServiceNow Certified Application Developer, and/or ServiceNow Certified System Administrator certification
  • Knowledge, experience, and certified in IT Infrastructure Library (ITIL) and Scaled Agile Framework (SAFe)

Professional Certification & Experience:

  • Degree in Computer Science, Engineering, Information Systems, or Applied Mathematics
  • 7 years of working in software development in an enterprise environment
  • ServiceNow certified
  • Certified ITIL Version 3 Practitioner
  • 5+ years in extract, transform, load (ETL) experience database/dataflow design and builds

Who is TELUS?

We're a high-performing team of individuals who collectively make TELUS one of the leading telecommunications companies in Canada. Our competitive consumer offerings include wireline, wireless, internet and Optik TV™. We also deliver a compelling range of products and services for small, medium and large businesses; and have carved out a leadership position in the health, energy, finance and public sector markets with innovative industry specific solutions.

Everyone belongs at TELUS. It doesn’t matter who you are, what you do or how you do it, at TELUS, your unique contribution and talents will be valued and respected. Because the more diverse perspectives we have the more likely we are to crack the code on what our customers want and our communities need.

Do you share our passion?

Apply now