Senior ServiceNow Implementation Specialist Job Toronto area,Ontario Canada,IT/Tech

Job Description:

The Senior Service Now Implementation Specialist will be responsible for the hands-on design, development, and/or implementation of the Service Now platform within a complex, multi-tenant environment. You will leverage your deep expertise in Service Now'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 Service Now 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 Service Now's Integration Hub, Flow Designer, and custom APIs. Key integrations include:

ITOM & Monitoring:
Integrate with monitoring tools such as Sev One, IBM Cloud Pak for AIOps(IBM CP4

AIOps), Science Logic, or Dynatrace to automate event and incident creation.

eBonding & External Systems:
Configure Service Bridge for eBonding with external client instances (e.g., other Service Now, BMC Helix).

Telco Systems (OSS/BSS):
Build integrations with systems like Amdocs and Netcracker using industry standards like TMF
621 and TMF
642 APIs.

AI & Data Platforms:
Collaborate with data engineering teams to connect Service Now with the TELUS Data Hub, 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 Ping Identity.

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 Service Now Developer or Implementation Specialist.

Expert-level knowledge and proven project experience implementing Domain Separation in an MSP environment.

Strong implementation experience with Service Now modules: ITSM, ITOM (Discovery, Service Mapping, Event Management), and CSM.

Proficiency in Service Now 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 Service Now with third-party monitoring, infrastructure, and enterprise applications.

Service Now Certified Implementation Specialist (CIS) in at least one area (ITSM, ITOM, CSM).

Service Now 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., TMF
621, TMF
642).

Knowledge of the tools in our ecosystem: IBM CP4

AIOps, Watsonx, Kong, Kafka, Dynatrace, Sev One, 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,…