This position requires in-person collaboration up to five days a week. This arrangement is subject to change based on business requirements.
Why WestJet:
Since our story took off in 1996, WestJet has strived to enrich the lives of everyone in our world; a career with us is no exception. We’re proud to be one of Canada’s most admired and respected corporate cultures and continuously aim for the highest standards of service and success.
Join us, this is where your career story takes off.
Overview of Role
The Senior ServiceNow Developer is a senior technical contributor within the Contact Centre & Guest Experience pod of the ServiceNow Platform team.
This role is responsible for designing, developing, integrating, and supporting solutions that improve how guests interact with WestJet across digital, assisted, and AI-enabled channels. Working closely with Product Owners, Business Analysts, Solution Architects, Contact Centre stakeholders, and platform partners, the Senior Developer delivers capabilities that enhance the guest experience, increase automation, improve agent efficiency, and support scalable growth.
The successful candidate combines strong ServiceNow development expertise with a deep understanding of customer-facing workflows, integrations, conversational AI, and enterprise platform engineering. They are expected to lead technical design decisions, mentor other developers, and help shape the future of guest engagement capabilities on the platform.
Pod Focus Areas
The Contact Centre & Guest Experience pod delivers and supports capabilities including:
- ServiceNow Customer Service Management (CSM)
- AI Voice
- Virtual Agent and conversational experiences
- Case management and fulfilment workflows
- Knowledge and self-service experiences
- Workflow automation and orchestration
- Customer experience analytics and insights
What Success Looks Like
A successful Senior Developer in this role:
- Delivers complex guest-facing solutions with minimal oversight.
- Designs scalable integrations between ServiceNow and customer engagement platforms.
- Creates intelligent automation that improves both guest and employee experiences.
- Balances delivery speed with platform sustainability and maintainability.
- Acts as a technical leader within the pod and elevates the capabilities of the broader development team.
- Identifies opportunities to improve the guest journey beyond the immediate requirements presented.
- Helps establish the ServiceNow platform as a strategic enabler of guest experience transformation across WestJet.
The benefits of being a WestJetter:
WestJet provides all WestJetters with a competitive total rewards package. On top of that, we offer:
- A fun and friendly culture with colleagues who work together to win
- Travel privileges for you and your family, effective from your start date
- Savings and Benefit programs that are flexible to meet your specific needs
Think we’re a great fit? Apply now!
About WestJet Group of Companies
WestJet took to the skies in 1996 with just over 200 employees and three aircraft operating service to five destinations. Since then, WestJet has pioneered low-cost travel in Canada, cutting airfares in half, and increasing the flying population in Canada by more than 50 per cent. Since the Sunwing Airlines integration in 2025, more than 15,000 WestJetters support nearly 200 aircraft and connect guests to our global network of more than 100 destinations across North America, Central America, the Caribbean, Europe and Asia. The WestJet Group is a major Canadian employer and includes WestJet Airlines, WestJet Encore and Sunwing Vacations Group. We’re Canada’s leading value airline and largest vacation provider, with a united purpose of providing affordable and accessible air and vacation travel to Canadians.
Our safety promise
At WestJet, the safety and security of our people and our guests is a core value and at the heart of what we do. Safety and security are shared responsibilities all team members are expected to use safe work practices to ensure their well-being and the safety of others. WestJet recognizes that the use of Alcohol and Drugs can adversely impact a safe work environment and the well-being of others including guests, suppliers and the public, as well as place WestJet's operations at risk. All roles that are identified as Safey-Sensitive are required to pass a Pre-Employment Alcohol and Drug Test as per WestJet's Alcohol and Drug Policy.
Our commitment to diversity, equity and inclusion
We embrace what makes each of us unique, and what makes us uniquely WestJet. We welcome diverse skills, experiences and backgrounds so if you're passionate about this role, we encourage you to apply – even if you don't meet every qualification listed. WestJet is committed to inclusiveness, equity and accessibility throughout the selection process. If you require accommodation at any stage, please contact our Talent Acquisition team at [email protected].
We value the time and effort you put into your application. Our recruitment process is highly competitive and while every applicant will receive communication regarding their application status, only those selected to move forward will be contacted with next steps. If this role isn’t the right fit, we encourage you to explore future opportunities with us.
For more information about everything WestJet, please westjet.com/aboutus.
If you wish to withdraw your application or request that your personal information be deleted, please contact us at [email protected].
