ServiceNow

• Communicate regularly with product leads across the technology organization and discuss opportunities for improvement to existing and future technology solutions
• Administer, configure, and support the ServiceNow Discovery platform, including MID Servers, schedules, credentials, and integrations
• Design, develop, and maintain Discovery Patterns, Probes, and Sensors to enhance coverage and CMDB data accuracy
• Troubleshoot Discovery failures by analyzing logs, connectivity, authentication, and infrastructure configurations
• Partner with infrastructure, networking, cloud, and application teams to onboard new technologies and expand Discovery scope
• Develop automation using PowerShell and Python to streamline administration, operational tasks, and Discovery processes
• Manage Discovery configurations and code through GitHub and CI/CD pipelines using Jenkins and DevOps best practices
• Monitor Discovery health, MID Server performance, and CMDB data quality, implementing improvements to ensure reliable asset visibility
• Contribute to platform architecture, technology evaluations, and best practices for ServiceNow Discovery and enterprise asset management
• Participate in Agile ceremonies and document configurations, procedures, and technical solutions to support knowledge sharing

ServiceNow Discovery Administrator

• Own the complete quality assurance strategy for each sprint - from test planning and elaboration through to UAT execution and sign-off - managed entirely within ServiceNow.
• Write clear, well-structured test cases and test scripts using standardized formats with explicit pass/fail criteria, ensuring all test documentation is sprint-ready before development begins.
• Actively participate in all Agile ceremonies: sprint planning, daily stand-ups, backlog refinement, sprint reviews, and retrospectives, with explicit focus on quality gates and acceptance criteria validation.
• Track quality progress, surface defects and risks proactively, prioritize testing efforts, and coordinate resolution across the delivery team.
• Define and maintain quality acceptance criteria alongside the development team, ensuring stories are testable before they enter development.
• Design, develop, and maintain automated test suites using the ServiceNow Automated Test Framework (ATF), including test steps, assertions, and data-driven testing scenarios.
• Create reusable test components, test data sets, and ATF best practices libraries to improve test efficiency and scalability across multiple sprints and releases.
• Execute and enhance automated test coverage across core modules: IT Service Management (ITSM) and Customer Service Management (CSM) are the primary areas of focus for this role.
• Perform hands-on manual testing within ServiceNow to validate configuration, identify gaps in automated coverage, and ensure end-to-end quality across all user workflows.
• Troubleshoot test failures, investigate root causes, and distinguish between product defects and test infrastructure issues.
• Validate configuration outputs in non-production environments (development, sandbox, UAT) and ensure alignment to approved requirements prior to production promotion.
• Conduct test planning sessions and requirements workshops with business stakeholders and the development team to define test scope, coverage areas, and acceptance criteria.
• Translate functional specifications and process flows into comprehensive test scenarios, test cases, and user acceptance testing (UAT) scripts suitable for business user execution.
• Proactively manage stakeholder expectations throughout delivery, providing regular quality reports, defect summaries, and progress updates; facilitate decisions on risk acceptance and scope trade-offs.
• Design UAT environments and coordinate user acceptance testing, including training business users, managing test data, and collecting defect feedback.
• Actively leverage Generative AI tools to accelerate testing deliverables - including drafting and refining test cases, generating test data, creating UAT scripts, producing test documentation, and summarizing defect patterns.
• Apply AI-assisted techniques responsibly and in alignment with organizational standards, ensuring test outputs are reviewed, validated, and fit for purpose before use in delivery.
• Maintain current and accurate quality documentation including test plans, test cases, test execution reports, defect logs, and UAT sign-off records - all managed within ServiceNow where applicable.
• Identify and champion quality process improvements, automation opportunities, and platform governance enhancements across teams.
• Stay current on ServiceNow platform releases, new ATF capabilities, and deprecations that impact ITSM and CSM testing and quality delivery.
• Collaborate with Solution Architects and developers to establish testing standards, configuration validation protocols, and quality gates aligned to organizational best practices.

Quality Engineer – ServiceNow

• Design and develop custom applications, modules, workflows, and configurations on the ServiceNow platform.
• Implement ServiceNow solutions integrating with TMF APIs and other external systems using Integration Hub.
• Develop and maintain Service Catalogs, Service Portals, and Service Requests.
• Utilize Integration Hub to build and manage integrations with third-party applications and services.
• Ensure seamless data flow between ServiceNow and other systems, particularly through TMF APIs.
• Develop and implement ATF test cases to automate testing processes and validate functionality.

ServiceNow Developer

• Support engagement efforts for process definition, re-engineering, improvement, and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders in a 75% billable capacity
• Advise customers in their efforts to take advantage of the ServiceNow to improve their business processes
• Guide customers in completing required documentation such as business requirement workbooks for technical aspects of the solution
• Draft user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them
• Guides and provides ad-hoc oversight/training for the customer’s future system administrators throughout the engagement
• Lead technical aspects of project delivery and solution delivery for engagements, sometimes providing oversight and unit testing of partner resources development
• Provide technical expertise in how to best support ServiceNow best practices focused on configuration vs. customization
• Be an expert in ServiceNow platform capabilities, and be able to guide project team in scripting, workflows, and integrations best practices
• Prepare customer-facing deliverables focused on the technology and responsible for quality of configured/developed solution
• Juggle multiple and complex projects/initiatives
• Promote continuous improvement practices for delivery/engagement materials
• Support specific sales activities when required
• Provide training and mentoring to other members of the Crossfuze Delivery team upon request
• Maintain 75% billable utilization target

Principal Technical Consultant, ServiceNow

• Act as Sr Technical Product Manager for specific value chain roadmap initiatives, defining vision, scope, and priorities
• Provide business & technical leadership and consulting on infrastructure and service management solutions
• Lead roadmap execution: streamline processes, optimize workflows, and maximize ServiceNow and adjacent systems and align to desired business outcomes
• Build strong, trusted relationships with stakeholders across TELUS Business Solutions
• Guide business case development and provide input on roadmap priorities
• Mentor and collaborate with team members, supporting their growth and success
• Deliver clear and regular status updates, highlighting risks and mitigation plans

Senior Technical Product Manager – ServiceNow

• Implement technical strategies that power FCC’s daily operations
• Manage and continuously improve our ServiceNow environment, focusing on ITSM, ITOM, platform administration, configuration, stability and user experience
• Use ServiceNow knowledge and broader technical foundation to solve complex challenges
• Support platform health, ensuring FCC’s ServiceNow environment remains stable, scalable and aligned to business priorities
• Develop and maintain high-quality ServiceNow features by leveraging out-of-the-box functionality
• Rigorously follow and uphold established administrator and development guidelines to ensure integrity of the environment
• Track and maintain platform health and stability
• Implement complex team strategies through precise technical execution and advanced problem-solving
• Build, execute and maintain robust automation tests to ensure reliability of new features and updates
• Analyze requirements to develop automation and unit tests that streamline internal workflows
• Support end users with necessary fixes focusing on speed and accuracy
• Administer core ServiceNow platform functions, including user and group access, roles, forms, lists, workflows, service catalogue items, update sets, reporting and dashboards
• Support platform upgrades, release readiness, testing, deployment validation and movement of configuration changes between ServiceNow instances

Senior Developer, ServiceNow Administrator

• Design, develop, test and deploy high-quality ServiceNow solutions, including custom functionality, workflows, automation, integrations and platform enhancements
• Write clean, maintainable code and configure ServiceNow using strong development practices, including client and server-side scripting, reusable components and appropriate use of out-of-the-box functionality
• Analyze business and technical requirements, participate in application design sessions and translate complex needs into scalable ServiceNow solutions
• Develop and support integrations using APIs and web services, ensuring system integrations are efficient, reliable and complete
• Build and execute automation, integration and unit tests to improve release quality and streamline internal workflows across the organization
• Actively contribute to code reviews, troubleshooting, user testing, implementation support and continuous improvement of FCC’s development standards

Senior ServiceNow Developer

• lead workshops to map current processes and design workflows to leverage ServiceNow capabilities to meet business outcomes
• convert business requests into structured, detailed stories and functional specifications that developers can build, in partnership with design oversight from Solution Architects
• market, communicate and utilize platform features and functions to meet business needs to reduce or eliminate customization
• lead business acceptance testing to ensure technical delivery meets business needs as defined in acceptance criteria
• Act as a "super user" to train business staff on designed solutions and drive adoption
• Define and monitor success metrics for business stakeholders to measure value realization, cost savings, productivity gains and risk mitigation.

ServiceNow Business Process Champion – Workflows, Integrations, Innovation

• Manage and configure the ServiceNow platform, including modules, workflows, forms, and integrations
• Collaborate with stakeholders to gather requirements and implement customizations and enhancements
• Maintain system availability, performance, and security through routine maintenance and upgrades
• Monitor system usage, troubleshoot issues, and resolve incidents and service requests related to ServiceNow
• Maintain and enhance our dashboard capabilities
• Understand the various requests and incidents we typically receive and ensure ServiceNow is properly configured to support this work
• Maintain and update our end user surveys module of ServiceNow
• Contribute to knowledge base articles and user documentation to enhance self-service capabilities
• Manage the configuration management database (CMDB) within ServiceNow
• Identify opportunities for process improvements within ServiceNow
• Conduct regular assessments and audits to ensure compliance with ITIL best practices and internal policies
• Develop training materials and conduct training sessions for end-users
• Provide guidance and support to users on ServiceNow features, functionality, and best practices

• Manage end-to-end delivery of ServiceNow-related projects within a consulting environment
• Serve as the main liaison between client stakeholders, internal teams, and leadership
• Manage and coordinate resources across regions
• Handle difficult stakeholders and situations with professionalism, diplomacy, and tact
• Diffuse conflict and drive alignment
• Proactively address small project issues before they escalate into larger risks
• Lead project planning, tracking, reporting, and governance activities

ServiceNow Project Manager / Scrum Master

• Design and optimize service management processes within ServiceNow for internal and client-facing engagements
• Lead ITSM and CSM process discovery workshops to understand current-state operations and identify improvement opportunities
• Redesign SysAid-based processes into future-state ServiceNow workflows, aligned to ITIL and ServiceNow leading practices
• Define service models, request/catalog structures, case workflows, SLAs, and experience flows
• Translate business requirements into detailed functional specifications, user stories, and acceptance criteria
• Act as the primary functional liaison between business stakeholders and technical delivery teams
• Support UAT planning and execution in collaboration with QA resources
• Contribute to training materials, process documentation, and change adoption inputs
• Promote continuous improvement by identifying opportunities to streamline workflows and improve service experiences

ServiceNow jobs in Canada

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ServiceNow Discovery Administrator

Quality Engineer – ServiceNow

ServiceNow Developer

Principal Technical Consultant, ServiceNow

Senior Technical Product Manager – ServiceNow

Senior Developer, ServiceNow Administrator

Senior ServiceNow Developer

ServiceNow Business Process Champion – Workflows, Integrations, Innovation

ServiceNow Developer

ServiceNow Project Manager / Scrum Master

ServiceNow Functional Consultant