Senior Solution Architect

4 weeks ago

Toronto, Ontario, Canada Bell Canada Full time

At Bell Canada, we're committed to advancing how Canadians connect with each other and the world. Our goal is to provide consumers and businesses with the best network technologies and innovative digital solutions that deliver seamless customer experiences.

We value diversity and foster a supportive, inclusive community where all team members can thrive. Our commitment to environmental, social, and governance initiatives ensures that our team members feel good about the impact they make every day.

As a critical member of our Customer Operations team, you'll play a key role in delivering world-class service and maintaining strong relationships with Bell customers. You'll 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're seeking 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.

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).

Position Type: Management

Job Status: Regular - Full Time

Work Arrangement: Hybrid

Please apply directly online to be considered for this role.

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.

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 Canada, everyone belongs, and you'll feel valued, respected, and supported as you grow and reach your full potential.

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