ServiceNow Developer (Reporting & Analytics)

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, Dynatrace, and the likes)

• Experience developing on or integrating with Self-Service Portals.

• Bilingual proficiency in English and French is highly desirable.

Equal Opportunity Employer

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.

We will only use the information you provide to process your application and to produce tracking statistics. Since we do not request personal data deemed sensitive, we ask you to abstain from sharing that information with us.

For more information on how we use your information, see our Privacy Policy.

What We'll Offer

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

• Healthcare benefits - Medical, Vision, Dental

• Retirement Savings Matching

• Competitive PTO Policy

• Employee Assistance Program (EAP)

• Life & Disability Insurance

• And more!

Annual Performance Bonus

This position is eligible for an annual performance bonus based on personal, division/business unit, and company performance. The range displayed is only the annual base salary. To maintain equity across the business, annual performance bonus targets are determined by job level, not individual circumstances.

Individual base salaries are based on various factors unique to each candidate, including skill set, experience, qualifications, and other job-related reasons determined during the interview process. Salary bands are periodically reviewed and updated based on market changes, internal needs, and industry trends. To maintain pay equity for team members, TELUS Digital conducts regular compensation audits.

Annual Base Salary Range (Performance Bonus Eligible)
$60,800—$76,000 CAD