Senior ServiceNow Implementation Specialist
WillowTreeResponsibilities
- Lead implementation across ServiceNow ITSM Pro/Enterprise, CSM Pro/Enterprise, ITOM Visibility and Health, Telecommunications Service Management, and Strategic Portfolio Management modules.
- Design, configure, and maintain Domain Separation architecture for multi-customer and internal MSP instances with strict data segregation and process isolation.
- Develop and manage integrations using ServiceNow Integration Hub, Flow Designer, and custom APIs with monitoring, external client, OSS/BSS, data, and AI platforms.
- Architect and populate the CMDB according to the CSDM framework as a single source of truth for configuration items.
- Build secure authenticated API communications with Kong API Gateway using JWT, OAuth, and OpenID Connect with providers such as PingIdentity.
- Develop advanced Performance Analytics reports, dashboards, and KPIs for service delivery and operational efficiency.
- Build custom flows and solutions supporting internal business processes and external client requirements.
Requirements
- At least 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 ITSM, ITOM including Discovery, Service Mapping, and Event Management, and CSM modules.
- Proficiency with ServiceNow JavaScript, Glide APIs, Flow Designer, Integration Hub, and REST/SOAP web services.
- Deep understanding of the Common Service Data Model and CMDB architecture.
- Experience integrating ServiceNow with third-party monitoring, infrastructure, and enterprise applications.
- ServiceNow Certified Implementation Specialist certification in at least one area such as ITSM, ITOM, or CSM.
- ServiceNow Certified Application Developer certification.
- Experience with FSM and ITAM modules is preferred.
- Familiarity with TMF Forum APIs, including TMF621 and TMF642, is preferred.
- Knowledge of IBM CP4AIOps, Watsonx, Kong, Kafka, Dynatrace, SevOne, Amdocs, and Netcracker is preferred.
- Experience with OAuth and OpenID Connect is preferred.
- Familiarity with cloud platforms such as Google Cloud and containerized environments is preferred.
- Experience in a large-scale enterprise transformation project is preferred.
- Bilingual English and French proficiency is highly desirable.
Benefits
- Group Savings Options (GRSP, GTFSA, GIA) with company matching
- Medical, vision, and dental healthcare benefits with 100% of employee and dependent medical premiums covered
- Life and disability insurance
- Generous and flexible paid time off
- Parental leave top-up
- Employee Assistance Program (EAP)
Tech Stack
Categories
About WillowTree
WillowTree has rebranded to TELUS Digital! TELUS Digital partners with the world’s most customer-centric brands to help them orchestrate winning experiences across the customer journey. Experiences that are personalized, on-brand, and consistent across channels and platforms. Experiences that can both drive customer delight and reduce operating costs. Our lean, global teams minimize the time from idea to outcome, with a relentless emphasis on ROI. We design and build mobile apps and websites, launch personalized and automated marketing campaigns, and do it all with the latest in Generative AI and machine learning. Our client roster spans verticals and company sizes - from the Fortune 500 of today, to the Fortune 500 of tomorrow. Select clients include T-Mobile, Marriott, Allianz, Dexcom, PepsiCo, FOX Sports, Synchrony Financial, Domino’s, and Manulife.