ServiceNow CSM Implementation Lead

At Bell, our purpose is to advance how Canadians connect with each other and the world. We achieve this by providing consumers and businesses with the best network technologies in the world, innovative digital solutions and seamless customer experiences. Its all developed and delivered by the members of #TeamBell and were always on the lookout for people with great skills and experiences.

We value diversity and provide a supportive, inclusive community where all team members can succeed. And through our commitment to environmental, social and governance initiatives, you will feel good about the greater impact you will have making every day better for people as they connect, work, learn and play.

Join us. You belong at Bell.

Be a critical part our Customer Operations team, which delivers world-class service and maintains thriving relationships with Bell customers. You will gain valuable experience and insights that youll use to address inquiries and concerns, provide technical assistance, process orders and service requests, manage customer accounts and ensure overall customer satisfaction.

As part of our team, will be at the heart of our customers experiences.

Summary

Drive digital transformation and AI innovation as part of Bells multi-year Strategic Partnership with ServiceNow to deliver seamless and personalized customer and agent experiences.

The Bell Channels and Customer Experience team is on a journey to transform our customer and agent experience. As part of this journey, we are implementing ServiceNow CSM as our Customer Promise Engine to:

• Improve our Ability to Track & Manage Cases Use AWA capabilities to get cases to qualified agents fast so they can get back to the customer quickly.
• Advanced Analytics Provide operational teams with enhanced insights to identify root causes and escalation drivers to simplify business complexity.
• Workflow Automation Empower agents with system integrations and AI driven insights and actions to resolve cases effectively and efficiently.
• Digital Customer Experience Enable new self-serve requests and provide customers with improved visibility and communication channels for offline requests.

We are searching for a highly skilled and experienced Implementation Lead to join our team and drive the successful implementation of ServiceNow Customer Service Management within our ecosystem. The ideal candidate will possess a deep understanding of solution development within the ServiceNow platform, particularly in the realm of Case Management and Knowledge Management, as the implementation lead will be responsible for leading the design, development, and implementation of innovative solutions. This role requires a strong technical background, proven leadership skills, a passion for customer experience, and a commitment to delivering exceptional results.

Key Responsibilities

• Lead the design, development, and implementation of ServiceNow CSM solutions, ensuring alignment with business requirements and best practices.
• Collaborate closely with the product manager and product owners to understand business needs and priorities, translate them into detailed requirements via features and stories, and ensure effective communication throughout the implementation process.
• Co-ordinate testing and quality assurance activities to ensure all deliverables meet acceptance criteria
• Stay abreast of emerging trends and technologies in the ServiceNow platform, particularly in the realm of CSM, to ensure the continuous improvement of solutions.
• Mentor and guide junior team members, fostering a culture of knowledge sharing and continuous learning.
• Collaborate with other product teams to ensure seamless integration of ServiceNow CSM solutions with existing systems and applications to create holistic E2E experiences
• Lead the configuration and development of ServiceNow CSM solutions that adhere to industry best practices and security standards.
• Contribute to the development and implementation of a comprehensive ServiceNow CSM strategy, aligning with the overall technology roadmap.

Critical Qualifications

• Bachelor's degree in STEM field
• 5+ years of proven experience using the ServiceNow platform, with a strong focus on CSM.
• In-depth knowledge of ServiceNow CSM modules, including Case Management, Incident Management, Knowledge Management and Customer Profile.
• Possession of relevant ServiceNow CSM certifications, such as Certified Business Process Analyst, Certified Implementation Specialist (CIS), or Certified Application Developer (CAD)
• Strong understanding of ServiceNow configuration and development methodologies, including workflows, playbooks, AWA, and NowAssist
• Experience with Agile development methodologies and tools
• Proven ability to design, develop, and implement complex ServiceNow CSM solutions.
• Excellent communication andinterpersonalskillswith the ability to effectively communicate technical concepts to both technical and non-technical audiences.
• Strong analytical and problem-solvingskillswith the ability to identify and resolve complex technical issues.
• Ability to work independently and as part of a team, collaborating effectively with colleagues and stakeholders.

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Adequate knowledge of French is required for positions in Quebec.