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 Service Now 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 Service Now 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
Design, configure, and maintain Service Now Performance Analytics solutions, including creating indicators (automated, formula, manual), breakdowns, targets, thresholds, and data collection jobs.
Build and manage dynamic, responsive dashboards and reports for various stakeholders, from operational teams to external clients and executive leadership.
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.
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.
Work closely with integration teams to understand data flowing into Service Now from sources like Science Logic, Dynatrace, Sev One, and BSS/OSS systems (Amdocs, Netcracker) to ensure data accuracy and integrity for reporting.
Collaboration:
Partner with business analysts, process owners, and service managers to gather reporting requirements, translate them into technical specifications, and deliver effective solutions.
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.
Develop mechanisms to export or stream curated Service Now data to external platforms and visualization tools.
Qualifications & Experience
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