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, Africa, 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

We are seeking an experienced and strategic Senior Business Process Consultant specializing in Service Design to lead our clients through complex ITSM and CMDB transformations. The ideal candidate will leverage deep industry experience and best practices to co-create solutions that drive efficiency, enhance user experience, and deliver tangible business value.

This role is central to our integrated delivery framework, focusing on the initial Strategy & Design phases of a project. You will be responsible for translating client challenges into standardized, simplified, and optimized processes, with a special emphasis on designing adaptive, AI-driven CMDB solutions aligned with the Common Service Data Model (CSDM) framework.

Responsibilities

• Strategy & Client Engagement:

• Lead initial project kick-off activities, including stakeholder identification and the definition of project governance and RACI models.

• Facilitate collaborative workshops with client SMEs, process owners, and sponsors to gather requirements, document user pain points, and map current-state user journeys.

• Co-create a future-state service delivery model and a strategic roadmap that aligns with the client's business objectives.

• Process and Solution Design:

• Analyze and document current-state processes, interaction volumes, and service efficiency to identify key challenges and opportunities for improvement.

• Design and document future-state process flows, user stories, and a comprehensive product backlog for implementation.

• Develop high-level solution designs and architectures, with a primary focus on ServiceNow ITSM and CMDB.

• Define adaptive CMDB solutions aligned with the Common Service Data Model (CSDM) framework, including the development of service blueprints, data models, and strategies for data normalization and reconciliation.

• Analysis and Business Case Development:

• Conduct comprehensive current-state discovery, including SWOT analysis and maturity assessments of the client's Configuration Management ecosystem.

• Develop detailed gap analysis reports, documenting areas for improvement and building actionable recommendations to bridge the gaps.

• Transform analysis outcomes into compelling business cases for transformation, defining value, and obtaining sponsor approval.

• Project Enablement and Delivery Support:

• Finalize and document the project's testing strategy, training delivery plan, and overall transition approach.

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.

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