Agile Project Manager (ServiceNow)

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 that meet customers wherever they are — all backed by the secure infrastructure and scale of our multi-billion-dollar parent company.

The Opportunity

The Agile Project Manager will oversee the end-to-end management of a complex ServiceNow and multi-platform transformation project. This role involves guiding the project through its lifecycle, ensuring alignment with strategic objectives, and delivering value iteratively. The Agile Project Manager will act as a key liaison between stakeholders, technical teams, and vendor partners to ensure seamless execution and integration of all project components.

You will play a pivotal role in navigating the complexities of a multi-customer, highly integrated environment, removing impediments, and fostering a culture of continuous improvement and collaboration between development teams, product owners, and stakeholders across TELUS Operations and external clients.

Location Flexibility

Our Agile Project Manager will be an integral part of our ServiceNow team at TELUS Digital. This role will have the option to be in a Work From Near (Hybrid) capacity based out of one of the following offices: Charlottesville, VA, Durham, NC, Columbus, OH, or Boston, MA, OR in a Work From Anywhere (Remote) capacity from within the U.S or Canada.

Responsibilities

• Agile Scrum Facilitation: Lead and facilitate all Scrum ceremonies for the ServiceNow development team, including Sprint Planning, Daily Stand-ups, Sprint Reviews, and Retrospectives.
• Project Lifecycle Guidance: Guide the team through the project's phased delivery framework, ensuring successful execution from initial strategy and design through to execution and hypercare support.
• Backlog Sprint Management: Partner closely with Product Owners to manage and prioritize the product backlog, ensuring alignment with project goals and business value delivery.
• Technical Acumen:In-depth knowledge of ServiceNow modules (ITSM, ITOM, CSM) and integration capabilities. Understanding of API gateways, cloud platforms, and data migration strategies. Familiarity with monitoring tools, AI/ML concepts, and security protocols. Knowledge of industry standards such as ITIL, SIAM, and/or TMF APIs.
• Stakeholder Engagement: Act as the primary facilitator for communication between the development team, business stakeholders, and project leadership. Ensure alignment with the project's strategic objectives and deliverables.
• Performance Optimization: Monitor and optimize team performance, using metrics to identify areas for improvement and drive continuous process improvement initiatives.
• Cross-Functional Coordination: Collaborate with teams responsible for the API Gateway (Kong), Pub/Sub brokers (Kafka), and AIOps platforms (watsonx, Dynatrace) to ensure seamless integration and alignment with the overall architectural vision.
• Domain Separation Multi-Tenancy: Ensure the team's work aligns with the architectural vision for Domain Separation, enabling secure multi-tenancy in the ServiceNow platform.
• Continuous Improvement: Champion a culture of continuous improvement by using retrospectives and metrics to identify and implement process enhancements.

Qualifications

• 5+ years of experience as a Scrum Master in a software development or IT implementation environment.
• Proven experience working on projects within the Telecommunications (Telco) industry is an advantage. Understanding of Telco-specific processes, challenges, and operational models is essential.
• 3+ years of experience leading ServiceNow implementations or similar enterprise IT projects.
• Relevant certifications such as PMP, Certified ScrumMaster (CSM), Professional Scrum Master (PSM), or equivalent Agile certification.
• Strong knowledge of Agile/Scrum methodologies and techniques, including user stories, backlog management, sprint planning, and continuous improvement practices.
• Excellent communication, facilitation, and stakeholder management skills, with the ability to engage both technical and non-technical audiences.
• Strong problem-solving skills and the ability to manage complex, multi-vendor project environments.

Preferred Qualifications:

• Experience with ServiceNow platform implementations, particularly in the telecommunications industry.
• Familiarity with ServiceNow modules: ITSM, CSM, ITOM, TSM, SPM, or CMDB.
• Understanding of the Common Service Data Model (CSDM) framework.
• Experience with domain-separated or multi-customer configurations.
• Knowledge of TM Forum standards (TMF APIs) and their application in a telecommunications context.
• Experience with AI-driven service management concepts, including AIOps, Virtual Agents, and Predictive Intelligence.
• Bilingual proficiency in English and French is an asset
• Experience working in a consulting environment.

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.

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