Agile Project Manager; ServiceNow

Who We Are:

TELUS Digital — where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture.

With a global team across North America, South America, Central America, Europe, and APAC, we offer end-to-end expertise across eight core service areas:
Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering.

From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are — all backed by the secure infrastructure and scale of our multi-billion-dollar parent company.

The Agile Project Manager will oversee the end-to-end management of a complex Service Now and multi-platform transformation project. This role involves guiding the project through its lifecycle, ensuring alignment with strategic objectives, and delivering value iteratively. The Agile Project Manager will act as a key liaison between stakeholders, technical teams, and vendor partners to ensure seamless execution and integration of all project components.

You will play a pivotal role in navigating the complexities of a multi-customer, highly integrated environment, removing impediments, and fostering a culture of continuous improvement and collaboration between development teams, product owners, and stakeholders across TELUS Operations and external clients.

Our Agile Project Manager will be an integral part of our Service Now team at TELUS Digital. This role will have the option to be in a Work From Near (Hybrid) capacity based out of one of the following offices:
Charlottesville, VA, Durham, NC, Columbus, OH, or Boston, MA, OR in a Work From Anywhere (Remote) capacity from within the U.S or Canada.

• Agile & Scrum Facilitation:
  Lead and facilitate all Scrum ceremonies for the Service Now development team, including Sprint Planning, Daily Stand-ups, Sprint Reviews, and Retrospectives.
• Project Lifecycle Guidance:
  Guide the team through the project's phased delivery framework, ensuring successful execution from initial strategy and design through to execution and hypercare support.
• Backlog & Sprint Management:
  Partner closely with Product Owners to manage and prioritize the product backlog, ensuring alignment with project goals and business value delivery.
• Technical Acumen:
  In-depth knowledge of Service Now modules (ITSM, ITOM, CSM) and integration capabilities. Understanding of API gateways, cloud platforms, and data migration strategies. Familiarity with monitoring tools, AI/ML concepts, and security protocols. Knowledge of industry standards such as ITIL, SIAM, and/or TMF APIs.
• Stakeholder Engagement:
  Act as the primary facilitator for communication between the development team, business stakeholders, and project leadership. Ensure alignment with the project's strategic objectives and deliverables.
• Performance Optimization:
  Monitor and optimize team performance, using metrics to identify areas for improvement and drive continuous process improvement initiatives.
• Cross-Functional Coordination:
  Collaborate with teams responsible for the API Gateway (Kong), Pub/Sub brokers (Kafka), and AIOps platforms (watsonx, Dynatrace) to ensure seamless integration and alignment with the overall architectural vision.
• Domain Separation & Multi-Tenancy:
  Ensure the team's work aligns with the architectural vision for Domain Separation, enabling secure multi-tenancy in the Service Now platform.
• Continuous Improvement:
  Champion a culture of continuous improvement by using retrospectives and metrics to identify and implement process enhancements.

• 5+ years of experience as a Scrum Master in a software development or IT implementation environment.
• Proven experience working on…