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ServiceNow Operations Manager


Toronto, ON, CA Edmonton, AB, CA Calgary, AB, CA Vancouver, British Columbia, CA Barrie, ON, CA Montreal, Quebec, CA

Req ID:  27756
Jobs by Category:  Technology Solutions
Job Function:  Planning and Analysis
Status:  Full Time
Schedule:  Regular

Join our team


We are a process driven service management team that equips organizations to be agile and innovative, and focus on process driven solutions to be productive, creative and create value for business stakeholders. Fostering the service management – first mindset to build solutions using service management best practices, for the workplace of tomorrow, and enabling business to drive optimization & workforce excellence. By doing these things, we create success faster and in circumstances otherwise not possible.


Here’s the impact you’ll make and what we’ll accomplish together

We are looking for a high caliber, multidimensional ServiceNow Operations Manager to help us grow and maintain our ServiceNow practice area. The position is responsible for platform administration, working with ServiceNow Support & delivery teams to come up with creative technical resolutions to problems. To be successful, one should have prior experience within ServiceNow, having helped support ServiceNow solutions. You will be working with other IT professionals and process owners to support, maintain, and support, maintain and enhance our ServiceNow platform.

The ServiceNow Operations Manager will provide administration, guidance, communications, and manage complex escalations by using best practices, organizational skills and excellent communication.

Here’s how

  • Your key responsibilities will be day to day team administration, and incident/bug fix prioritization within ServiceNow. This function will require you to liaise with various internal and external teams. Additionally, ensuring the stability of the platform by driving solutions to the platform and customer issues. You will:
  • Review metrics via existing dashboard
  • Prioritize defects and incoming requests
  • Help define and develop process improvement/automation opportunities
  • Drive root cause analysis to complex and high priority items
  • Coordination of changes for quick fixes
  • Driving Post Incident Report documentation and distribution
  • Communication with various groups or team members based on the need (Severe issues, upgrades, cloning and certificate changes)
  • Assist in coordinating with projects involving upgrades, Environment changes or upgrades
  • Play a part in onboarding new ServiceNow administrators to the team
  • Review item backlogs for future process improvements or project deliverables
  • Define current and future state of processes for environment change management and roll back capabilities as well as other mitigation strategies
  • Coordinate technical dependencies with other teams
  • Ability to multitask, manage time, and ability to handle urgent interruptions with poise and professionalism





You’re the missing piece of the puzzle



  • 2+ years of experience as a key lead resource for large scale solutions
  • 2 years working in a project or program management capacity
  • 2+ years in ETL experience database/data flow design and builds
  • Experience with ITSM and CSM modules
  • Experience working with varying technical teams
  • The ability to lead by influence
  • Proficient in ServiceNow, word, excel
  • Working with scheduled jobs, events and triggers to manage business needs and handle background work
  • Certification, ServiceNow Fundamentals
  • ITIL V3 fundamentals



A bit about us

We’re a people-first, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world. When you join our team, you’re helping us make the future friendly. 

We’re committed to diversity and equitable access to employment opportunities based on ability—your unique contributions and talents will be valued and respected here. 

The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our team to be fully vaccinated for COVID-19.





Technology Solutions

We’re into seeing where technology can take us, so if you have ever imagined what the future of supply chain management, cybersecurity, the cloud and Internet of Things will look like, we want you to be part of the team that makes it happen.

We are honoured to be recognized

TELUS’s fastest network. 5G enables a superior experience with fast downloads and richer multimedia applications

Innovation centres across Canada that bring our team members together with customers, partners, start ups, universities, hospitals and fellow colleagues to tackle some of the biggest technological hurdles Canada will face in the near future.

Million active users logging into My TELUS per month (consumer mobility).


TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.

We offer accommodation for applicants with disabilities, as required, during the recruitment process.