Senior ServiceNow Implementation Specialist

WillowTree; Toronto; On-site; CAD 96,000 - 120,000; Full time

Job summary

A tech company in Toronto is seeking a Senior ServiceNow Implementation Specialist. This role involves hands-on design and development within a complex ServiceNow environment, focusing on implementation, integration development, and configuration of modules like ITSM and ITOM. The ideal candidate has 5+ years of experience, holds relevant certifications, and possesses strong integration skills. This position offers a competitive salary ranging from $96,000 to $120,000 CAD along with comprehensive benefits including healthcare and a supportive work culture.

Benefits

Group Savings Options with company matching

100% coverage of employee and dependents' medical premiums

Generous and Flexible Paid Time Off

Employee Assistance Program (EAP)

Qualifications

• 5+ years of hands-on experience as a ServiceNow Developer or Implementation Specialist.
• Expert-level knowledge and proven project experience implementing Domain Separation in an MSP environment.
• Strong implementation experience with ServiceNow modules: ITSM, ITOM, CSM.
• Deep understanding of CMDB architecture and CSDM.
• Experience integrating ServiceNow with third-party applications.
• ServiceNow Certified Implementation Specialist (CIS) in one area.

Responsibilities

• Lead implementation tasks across core ServiceNow modules.
• Design architecture for Domain Separation for strict data segregation.
• Develop integrations with various enterprise systems.
• Manage analytics, reporting, and advanced dashboards.

Skills

ServiceNow Development

Domain Separation

ITSM

ITOM (Discovery, Service Mapping, Event Management)

CSM

Integration Development

API Security

Performance Analytics

Bilingual proficiency in English and French

Education

ServiceNow Certified Implementation Specialist (CIS)

ServiceNow Certified Application Developer (CAD)

Tools

IBM CP4AIOps

Kafka

Kong

Dynatrace

SevOne

Amdocs

Netcracker

Job description

Senior ServiceNow Implementation Specialist

Job Description

The Senior ServiceNow Implementation Specialist will be responsible for the hands‑on design, development, and/or implementation of the ServiceNow platform within a complex, multi‑tenant environment. You will leverage your deep expertise in ServiceNow's core modules, particularly in a Managed Service Provider (MSP) context using Domain Separation. You will build robust integrations with a wide array of enterprise systems, including AIOps platforms, OSS/BSS stacks, API gateways, and AI/ML services.

Key Responsibilities

• Platform Module Implementation: Lead on implementation tasks across core ServiceNow modules, including:
• ITSM Pro/Enterprise: Incident, Problem, Change, Request Management, Service Catalog, Knowledge Management, and SLA configuration.
• CSM Pro/Enterprise: Case and Account Management, Customer Portal, and Proactive Customer Services.
• ITOM Visibility + Health: CMDB, CSDM alignment, Discovery for local and cloud devices, Service Mapping, and Event Management.
• Telecommunications Service Management (TSM): Configure telecommunications‑specific workflows and operational services.
• Strategic Portfolio Management (SPM): Assist in configuring Project and Demand Management.
• Domain Separation: Design, configure, and maintain a robust Domain Separation architecture to support both the Multi‑Customer Configuration (MCC) and internal Managed Service Provider (MST) instances, ensuring strict data segregation and process isolation.
• Integration Development: Develop and manage integrations using ServiceNow's Integration Hub, Flow Designer, and custom APIs. Key integrations include:
• ITOM & Monitoring: Integrate with monitoring tools such as SevOne, IBM CloudPak for AIOps (IBM CP4AIOps), ScienceLogic, or Dynatrace to automate event and incident creation.
• eBonding & External Systems: Configure Service Bridge for eBonding with external client instances (e.g., other ServiceNow, BMC Helix).
• Telco Systems (OSS/BSS): Build integrations with systems like Amdocs and Netcracker using industry standards such as TMF621 and TMF642 APIs.
• AI & Data Platforms: Collaborate with data engineering teams to connect ServiceNow with the TELUS DataHub, streaming data via Kafka, and integrating with AI services like IBM Watsonx for predictive intelligence and RAG.
• CMDB/CSDM: Architect and populate the CMDB following the Common Service Data Model (CSDM) framework to create a single source of truth for all configuration items discovered and managed.
• API & Security: Work closely with the security and infrastructure teams to ensure secure, authenticated API communication via the Kong API Gateway using JWT, OAuth, and OpenID Connect with providers such as PingIdentity.
• Analytics & Reporting: Develop advanced reports, dashboards, and KPIs using Performance Analytics to provide insights into service delivery and operational efficiency.
• Custom Application Development: Build custom flows and solutions to support unique business processes for both internal operations and external clients.

Required Qualifications

• 5+ years of hands‑on experience as a ServiceNow Developer or Implementation Specialist.
• Expert‑level knowledge and proven project experience implementing Domain Separation in an MSP environment.
• Strong implementation experience with ServiceNow modules: ITSM, ITOM (Discovery, Service Mapping, Event Management), and CSM.
• Deep understanding of the Common Service Data Model (CSDM) and CMDB architecture.
• Experience integrating ServiceNow with third‑party monitoring, infrastructure, and enterprise applications.
• ServiceNow Certified Implementation Specialist (CIS) in at least one area (ITSM, ITOM, CSM).
• ServiceNow Certified Application Developer (CAD).

Preferred Qualifications

• Experience with FSM (Field Service Management) and ITAM (IT Asset Management) modules.
• Familiarity with telecommunications standards, specifically TMF Forum APIs (e.g., TMF621, TMF642).
• Knowledge of the tools in our ecosystem: IBM CP4AIOps, Watsonx, Kong, Kafka, Dynatrace, SevOne, Amdocs, Netcracker.
• Experience working with modern authentication protocols (OAuth, OpenID Connect).
• Familiarity with cloud platforms (e.g., Google Cloud) and containerized environments.
• Experience in a large‑scale enterprise transformation project.
• Bilingual proficiency in English and French is highly desirable.

Benefits

In addition to a great culture and interesting work with opportunities for growth and development, this position is eligible for the following benefits:

• Group Savings Options (GRSP, GTFSA, GIA) with company matching
• Healthcare benefits - Medical, Vision, Dental (We cover 100% of the employee and dependent(s) medical premiums)
• Life & Disability Insurance
• Generous and Flexible Paid Time Off
• Parental Leave Top‑Up
• Employee Assistance Program (EAP)
• And more!

$96,000 - $120,000 CAD