ITIL Expert - ServiceNow and Telecom Service Excellence (Remote)
Toronto, ON, CA Vancouver, BC, CA Burnaby, BC, CA Calgary, AB, CA Montréal, QC, CA Edmonton, AB, CA Ottawa, ON, CA
Join our team and what we’ll accomplish together
As pioneers in service management, we empower organizations to embrace agility and innovation through process-driven solutions that maximize productivity and stakeholder value. Our distinctive "service management first" philosophy shapes tomorrow's workplace, driving operational excellence and workforce optimization. This approach accelerates success and achieves outcomes that would otherwise be unattainable
At TELUS, we’re not just modernizing—we’re redefining digital service management. Our ServiceNow Delivery Team leads transformative programs across OSS/BSS, NOC, and IT to power intelligent, sustainable, and people-centered experiences.
Help transition from legacy platforms to next-gen ServiceNow solutions (TSM, CSM)
- Work in a product-based, agile culture that values innovation and measurable outcomes
- Shape end-to-end digital workflows and build smarter operations using AI/ML and GenAI
- Grow your career with certification support, leadership exposure, and high-impact delivery
This is your chance to be at the forefront of digital service excellence, where your ITIL expertise will directly shape how our customers experience telecommunications services. You'll join a team that's revolutionizing service management through AI-driven solutions and next-generation ServiceNow implementations. At TELUS, we offer more than just a role – we provide a platform where your expertise in ITIL and ServiceNow can drive enterprise-wide transformation. Join us in building the future of intelligent service management, where continuous learning, innovation, and technical mastery come together to create exceptional digital experiences
What you’ll do
- Design and implement ITIL-based ITSM/CSM frameworks (Incident, Problem, Change, Configuration, Release, Case)
- Lead process enablement across NOC, IT Operations, and customer support teams
- Translate service management needs into scalable, configurable ServiceNow workflows
- Drive root cause analysis, continuous improvement, and proactive issue resolution
- Align OSS/BSS, performance monitoring, and service assurance with ITSM governance
- Define, track, and improve KPIs, SLAs, and OLAs to ensure service excellence
- Integrate ITSM tools (ServiceNow) with telecom platforms for end-to-end visibility
- Act as a process owner and ITIL coach, ensuring compliance and adoption
- Leverage GenAI technologies to optimize knowledge management, intelligent incident routing, and predictive analytics
- Participate in audits and regulatory reviews, ensuring readiness and traceability
What you bring
- Bachelor’s degree in Computer Science, Telecommunications, or related field
- ITIL Expert Certification (ITIL 4 Managing Professional preferred)
- 7+ years in ITSM roles, including 3+ years in telecom operations or OSS/BSS environments
- Proven experience with ITIL process implementation in complex, enterprise-scale settings
- Hands-on experience with ServiceNow ITSM/CSM modules and workflow configuration
- ServiceNow certifications (CSA, CAD, CIS-ITSM)
- Familiarity with cloud, IT security, and compliance standards (e.g., SOX, COBIT)
- Strong communication, analytical, and stakeholder engagement skills
Great-to-haves
- Experience with service orchestration and automation
- Familiarity with TM Forum standards (eTOM, SID)
- Certifications in Lean Six Sigma (Green Belt or Black Belt), CISSP, Prosci® Change Management, Design Thinking / Human-Centered
- Design or equivalent
- Proven ability to lead change, influence adoption, and scale best practices across a large organization
Advanced knowledge of English is required because you will most of the time interact in English with external parties (clients, suppliers, candidates, external partners, etc.); interact in English with internal parties (colleagues, internal partners, stakeholders, etc.); and work with IT tools whose interface is only accessible in English as part of this position's main responsibilities given its national scope.