Job Specifications
Who We Are
Welcome to TELUS Digital where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture.
With a global team across North America, South America, Central America, Europe, and APAC, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering.
From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences, all backed by the secure infrastructure and scale of our multi-billion-dollar parent company.
The Opportunity
As a ServiceNow Developer specializing in Reporting & Analytics, you will be instrumental in unlocking the value of data. You will design, develop, and maintain robust reporting solutions, dashboards, and Performance Analytics (PA) to provide actionable insights for our internal operations and external clients.
This role operates within a highly complex, domain-separated ServiceNow environment, integrating with a vast ecosystem of tools including AIOps platforms and monitoring solutions. You will be key to demonstrating the performance, efficiency, and value of our services through clear, accurate, and insightful data visualization.
Responsibilities
Performance Analytics (PA) Development: Design, configure, and maintain ServiceNow Performance Analytics solutions, including creating indicators (automated, formula, manual), breakdowns, targets, thresholds, and data collection jobs.
Dashboard & Report Creation: Build and manage dynamic, responsive dashboards and reports for various stakeholders, from operational teams to external clients and executive leadership.
Domain Separation Expertise: Develop and implement reporting solutions that are fully compliant with Multi-Customer Configuration (MCC) and Managed Service Provider (MST) instances, ensuring strict data segregation and security across domains.
Data Modeling & CSDM Alignment: Collaborate with platform architects to ensure reporting logic aligns with the Common Service Data Model (CSDM), creating meaningful reports that connect services, applications, infrastructure, and business outcomes.
Data Integration & Validation: Work closely with integration teams to understand data flowing into ServiceNow from sources like ScienceLogic, Dynatrace, SevOne, and BSS/OSS systems (Amdocs, Netcracker) to ensure data accuracy and integrity for reporting.
Stakeholder Collaboration: Partner with business analysts, process owners, and service managers to gather reporting requirements, translate them into technical specifications, and deliver effective solutions.
Custom Visualizations: Utilize JavaScript, Jelly, and modern UI frameworks (if necessary) to create custom interactive filters, widgets, and portal-based reporting experiences within the Self-Service Portals.
Data Export: Develop mechanisms to export or stream curated ServiceNow data to external platforms and visualization tools.
Qualifications & Experience
3+ years of hands-on development experience on the ServiceNow platform.
Demonstrated, in-depth expertise with ServiceNow Performance Analytics (PA). Must be able to create complex solutions from scratch.
Proven experience working in a Domain Separated ServiceNow environment. This is a mandatory requirement.
Strong proficiency in ServiceNow standard reporting, dashboarding, and data visualization capabilities.
Solid understanding of the ServiceNow platform's underlying data structure and the Common Service Data Model (CSDM).
Proficiency in JavaScript for scripting within the ServiceNow platform (e.g., PA scripts, business rules, UI policies).
Experience with core ServiceNow modules: ITSM, CMDB.
Excellent problem-solving skills and the ability to translate complex business requirements into technical solutions.
Experience in the telecommunications industry, with familiarity in Telco-specific processes and data models.
Preferred Qualifications
ServiceNow Certified Implementation Specialist Platform Analytics (CIS-PA) or Certified Application Specialist - Performance Analytics (CAS-PA). Or willing to be certified.
Experience with other ServiceNow modules like ITOM, CSM, FSM, or ITAM
Familiarity with integration technologies and standards such as API Gateway (Kong), REST/SOAP, and/or TMF standards (TMF621, TMF642).
Experience in a Managed Service Provider (MSP) or Telecommunications environment.
Exposure to external BI and data platforms like Grafana, Elastic Stack, Kafka, or Google Cloud Platform
Familiarity with AIOps concepts and platforms alike (e.g., Watsonx, CP4AIOps, Splunk,