ITIL Expert - ServiceNow and Telecom Service Excellence (Remote)

Intello Technologies Inc.; Montreal; Remote; CAD 100,000 - 150,000; Full time

Job summary

Join a leading technology solutions provider as an ITIL Expert specializing in ServiceNow and Telecom Service Excellence. This role involves designing ITIL frameworks, leading process enablement, and driving continuous improvement in a dynamic, agile environment. With a focus on innovation and operational excellence, you will help shape the future of digital service management while enjoying a competitive salary and benefits.

Benefits

Comprehensive total rewards package

Minimum 3 weeks of vacation

Flexible benefits plan

Generous company matched pension

Career growth and learning opportunities

Qualifications

• 7+ years in ITSM roles, including 3+ years in telecom operations.
• Proven experience with ITIL process implementation.
• Hands-on experience with ServiceNow ITSM/CSM modules.

Responsibilities

• Design and implement ITIL-based ITSM/CSM frameworks.
• Lead process enablement across NOC and IT Operations.
• Drive root cause analysis and continuous improvement.

Skills

ITIL expertise

Analytical skills

Stakeholder engagement

Education

Bachelor’s degree in Computer Science, Telecommunications, or related field

ITIL Expert Certification

Tools

ServiceNow

Job description

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ITIL Expert - ServiceNow and Telecom Service Excellence (Remote)

Location:

Toronto, ON, CA Vancouver, BC, CA Burnaby, BC, CA Calgary, AB, CA Montréal, QC, CA Edmonton, AB, CA Ottawa, ON, CA

Jobs by Category: Technology Solutions

Job Function: Technology

Status: Full Time

Schedule: Regular

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.

Salary Range: $100,000-$150,000

Performance Bonus or Sales Incentive Plan: 15%

Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. In addition, TELUS offers rewarding benefitssuch as:

• Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
• Flexibility to work in-office, virtually or a combination of both, based on the role's requirements
• Generous company matched pension and share purchase programs
• Opportunity to give back to communities in which we work, live and serve
• Career growth and learning & development opportunitiestodevelop your skills
• And much more …

Please note that the compensation shown in the job postingmay be subject to change in 2025.

A bit about us

We’re a people-focused, 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.

You’ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. 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. When you join our team, you’re helping us make the future friendly.

Note for Quebec candidates: if knowledge of English is required for this position, it is because the team memberwill be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.

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

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

6
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.

Accessibility

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.