Req Id: 422398

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. It's all developed and delivered by the members of #TeamBell and we're 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 you'll 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.

Drive digital transformation and AI innovation as part of Bell's 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.

• 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.

• 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 and interpersonal skills with the ability to effectively communicate technical concepts to both technical and non-technical audiences.
• Strong analytical and problem-solving skills with 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.

Additional Information:

Position Type: Management

Job Status: Regular - Full Time

Job Location: Canada : Ontario : Toronto || Canada : Alberta : Calgary || Canada : Ontario : Mississauga || Canada : Quebec : Montreal

Work Arrangement: Hybrid

Application Deadline: 03/14/2025

For work arrangements that are 'Hybrid', successful candidates must be based in Canada and report to a set Bell office for a minimum of 3 days a week. Recognizing the importance of work-life balance, Bell offers flexibility in work hours based on the business needs.

Please apply directly online to be considered for this role. Applications through email will not be accepted.

We know that caring for our team members is at the heart of a healthy, positive and thriving workplace. As part of our team, you'll enjoy a comprehensive compensation package that includes a competitive salary and a wide range of benefits to support the well-being of you and your family. As soon as you join us, you'll be eligible for medical, dental, vision and mental health benefits that you can tailor to your specific needs. Plus, as a Bell team member, you'll enjoy a 35% discount on our services and access exclusive offers from our partners.

We value the experiences that have shaped who you are, and we know the diversity of your talent will bring even greater strength to our team. At Bell, everyone belongs and you'll feel valued, respected and supported as you grow and reach your full potential.

We also want to make sure that everyone has an equal opportunity to join our team. We encourage individuals who may require accommodations during the hiring process to let us know. For a confidential inquiry, email your recruiter or [email protected] to make arrangements. If you have questions or feedback regarding accessibility at Bell, we invite you to complete the Accessibility feedback form or visit our Accessibility page for other ways to contact us.

Artificial intelligence may be used to assess parts of your application. Please review our privacy policy (see Phenom for details) to learn more about how we collect, use, and disclose your personal information.

Created: Canada, ON, Toronto

Bell, one of Canada's Top 100 Employers.