Senior ServiceNow Architect

1 month ago

Old Toronto, Canada Bell Canada Full time

At Bell, our purpose is to advance how Canadians connect with each other and the world. We achieve this by providing consumers and businesses with the best network technologies in the world, innovative digital solutions and seamless customer experiences. It’s all developed and delivered by the members of #TeamBell and we’re always on the lookout for people with great skills and experiences.

We value diversity and provide a supportive, inclusive community where all team members can succeed. And through our commitment to environmental, social and governance initiatives, you will feel good about the greater impact you will have – making every day better for people as they connect, work, learn and play.

Join us. You belong at Bell.

Be a critical part of our Customer Operations team, which delivers world-class service and maintains thriving relationships with Bell customers. You will gain valuable experience and insights that you’ll use to address inquiries and concerns, provide technical assistance, process orders and service requests, manage customer accounts and ensure overall customer satisfaction.

We are searching for a highly skilled and experienced Solution Architect to join our team and drive the successful implementation of ServiceNow Customer Service Management within our ecosystem. The ideal candidate will possess a deep understanding of solution development within the ServiceNow platform, particularly in the realm of CSM, and will be responsible for leading the design, development, and implementation of innovative solutions. This role requires a strong technical background, proven leadership skills, and a commitment to delivering exceptional results.

Key Responsibilities
  1. Lead the design, development, and implementation of ServiceNow CSM solutions, ensuring alignment with business requirements and best practices.
  2. Collaborate closely with stakeholders to understand business needs, translate them into technical requirements, and ensure effective communication throughout the implementation process.
  3. Develop and maintain comprehensive documentation for all ServiceNow CSM solutions, including technical specifications, design documents, and user guides.
  4. Conduct thorough testing and quality assurance activities to ensure the stability, performance, and security of all implemented solutions.
  5. Provide ongoing support and maintenance for ServiceNow CSM solutions, resolving issues and implementing enhancements as needed.
  6. Stay abreast of emerging trends and technologies in the ServiceNow platform, particularly in the realm of CSM, to ensure the continuous improvement of solutions.
  7. Mentor and guide junior team members, fostering a culture of knowledge sharing and continuous learning.
  8. Collaborate with other product and IT teams to ensure seamless integration of ServiceNow CSM solutions with existing systems and applications.
  9. Lead the development of ServiceNow CSM solutions that adhere to industry best practices and security standards.
  10. Contribute to the development and implementation of a comprehensive ServiceNow CSM strategy, aligning with the overall technology roadmap.
Critical Qualifications
  1. Bachelor's degree in Computer Science, Information Technology, or a related field.
  2. 5+ years of proven experience in software development using the ServiceNow platform, with a strong focus on CSM.
  3. In-depth knowledge of ServiceNow CSM modules, including Case Management, Incident Management, Order Management, and Customer Profile.
  4. Strong understanding of ServiceNow development methodologies, including scripting, workflows, and integrations.
  5. Experience with Agile development methodologies and tools, such as Scrum and Kanban.
  6. Proven ability to design, develop, and implement complex ServiceNow CSM solutions.
  7. Excellent communication and interpersonal skills, with the ability to effectively communicate technical concepts to both technical and non-technical audiences.
  8. Strong analytical and problem-solving skills, with the ability to identify and resolve complex technical issues.
  9. Ability to work independently and as part of a team, collaborating effectively with colleagues and stakeholders.
  10. Possession of relevant ServiceNow certifications, such as Certified Application Developer (CAD), Certified Implementation Specialist (CIS), or Certified System Administrator (CSA).

Adequate knowledge of French is required for positions in Quebec.

Additional Information:

Position Type: Management

Job Status: Regular - Full Time

Work Arrangement: Hybrid

Application Deadline: 10/31/2024

For work arrangements that are ‘Hybrid’, successful candidates must be based in Canada and report to a set Bell office for a minimum of 3 days a week. Recognizing the importance of work-life balance, Bell offers flexibility in work hours based on the business needs.

Please apply directly online to be considered for this role. Applications through email will not be accepted.

We know that caring for our team members is at the heart of a healthy, positive and thriving workplace. As part of our team, you’ll enjoy a comprehensive compensation package that includes a competitive salary and a wide range of benefits to support the well-being of you and your family. As soon as you join us, you'll be eligible for medical, dental, vision and mental health benefits that you can tailor to your specific needs. Plus, as a Bell team member, you'll enjoy a 35% discount on our services and access exclusive offers from our partners.

We value the experiences that have shaped who you are, and we know the diversity of your talent will bring even greater strength to our team. At Bell, everyone belongs and you’ll feel valued, respected and supported as you grow and reach your full potential.

We also want to make sure that everyone has an equal opportunity to join our team. We encourage individuals who may require accommodations during the hiring process to let us know. For a confidential inquiry, email your recruiter or recruitment@bell.ca to make arrangements. If you have questions or feedback regarding accessibility at Bell, we invite you to complete the Accessibility feedback form or visit our Accessibility page for other ways to contact us.

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