SENIOR SYSTEMS INTEGRATOR TECHNOLOGY SERVICES (Service Now Platform Lead)

Job ID: 63210
Job Category: Information & Technology
Division & Section: Toronto Court Services, TO Court Svcs Business Planning
Work Location: St. Lawrence Market North (SLMN), 92 Front Street East, Toronto, Ontario
Job Type & Duration: Full-time, 1 Permanent Vacancy
Salary Range: $115,672.00 - $160,649.00
Hiring Zone: $127,642.00 - $138,391.00
Shift Information: Monday-Friday, 35 hours per week
Affiliation: Non-Union
Number of Positions Open: 1
Posting Period: 9-Jun-2026 to 23-Jun-2026

Job Summary:

As a Solution Architect specializing in architecting and connecting Legacy and ServiceNow technology platform solutions, you will provide direction, leadership and guidance to design, integrate and implement systems that support organization and systems initiatives. Your specialized technical and business consulting skills and services will be applied to meet specific project needs including Business Process Reviews, Data and Application Architecture Designs and Reviews, Technical Architecture Reviews, and Technical Assessments. Planning and executing integrations with existing Legacy solutions is a key focus of this position.

The area of immediate focus will be a ServiceNow adjudicative case management implementation specific to Toronto Court Services, as well as supporting the division’s ongoing ServiceNow ITSM use. This is a high-visibility initiative that requires both deep platform expertise and the ability to work closely with legal, operational, and technology stakeholders to deliver a solution tailored to a complex court services environment. With users always at the forefront, you will be a driving force in the design, delivery, and execution of these programs — providing both strategic oversight and hands-on implementation leadership.

Major Responsibilities:

• Implements detailed plans and recommends policies/procedures regarding data management and technology architecture program specific requirements.
• Supervises, motivates and trains assigned staff, ensuring effective teamwork, high standards of work quality and organizational performance, continuous learning and encourages innovation in others.
• Supervises the day-to-day operation of all assigned staff including the scheduling, assigning and reviewing of work. Authorizes and co-ordinates vacation and overtime requests. Monitors and evaluates staff performance, approves salary increments, hears grievances and recommends disciplinary action when necessary.
• Provides input into and administers assigned budget, ensuring that expenditures are controlled and maintained within approved budget limitations.
• Leads, facilitates and contributes to the design, creation, development and sustainment of corporate standards for the division, including but not limited to formalized project management and methodology, metadata management, cloud migration, change management, and application development and data migration.
• Serves as the ServiceNow Platform Lead — owning the platform end-to-end including governance, instance strategy, upgrade management, technical debt, and platform health, while establishing and maintaining Centre of Excellence (CoE) practices and standards.
• Conducts comprehensive business process mapping to analyze, document, and streamline end-to-end ServiceNow workflows and current business processes in the context of evolving information architecture and performance measures; identifies inefficiencies and areas for optimization, prepares feasibility studies, and recommends overall technical solutions for business initiatives; performs assessment of current state, defines target state, and prepares roadmaps to achieve the future mode of operations (FMO), including KPIs for both current and future states.
• Designs and develops process workflows within the ServiceNow platform, leveraging best practices and aligning with business objectives. Configures and customizes ServiceNow modules to automate processes and improve operational efficiency.
• Responsible to senior management within the division, business and technical stakeholders for all aspects of assigned projects, including the project charter, project plan and schedule, progress, budget, risk management, issue management, change management, resource management, quality review/best practices.
• Provides support for project budget and financial management such as sole source requests; contract negotiations; leasing agreements; business cases; feasibility and cost/benefit analysis.
• Prepares and/or supervises the preparation of various formal contractual documents such as Request for Information/Proposal/Quotation (RFI/P/Q), Statement of Work (SOW), Memorandum of Understanding (MOU) and Service Level Agreements (SLA).
• Provides leadership in the evaluation, selection and recommendation of technical solutions and professional services; manages vendors and contractors in the overall solution delivery process.
• Acts as the bridge between Technology and Business Partners — leading client meetings and workshops to ensure ServiceNow solutions meet requirements; translates business needs into system requirements for the development team and delivery partners.
• Leads and optimizes IT Service Management processes in alignment with ITIL best practices; captures, documents, and disseminates valuable insights, lessons learned, and best practices across teams.
• Identifies and develops divisional/cross-divisional initiatives to produce synergies and economies of scale.
• Negotiates with senior management, clients and various stakeholders often with competing and conflicting goals, objectives and priorities.
• Provides assessments and recommendations of new technology trends on the effective use, acquisition and integration of technology by the City.
• Recommends and implements security, privacy and quality assurance requirements consistent with both the Municipal Freedom of Information Privacy and Protection Act (MFIPPA), and corporate and legislated standardsregarding the storage, processing and retention of confidential data.
• Assesses and recommends scalable multi-jurisdictional business and technical solutions that meet client and business requirements in the context of corporate standards, policies and procedures for information technologies and architectures.
• Informs and educates senior managers, business users and technology peers on ServiceNow capabilities, technology trends, and the effective use of business and technology solutions and information management.
• Fosters and manages external partner relationships and manages large, complex contracts to deliver transformation programs and value for the City’s investments.
• Cultivates a high-performance team culture through trust, transparency, and respect; encourages creativity and innovation by welcoming diverse perspectives and questioning the status quo.

Key Qualifications: 
Your application must describe your qualifications as they relate to: 

1. Post-secondary education in Computer Science or a related discipline with extensive experience in large scale integrated Technology Services solutions or the approved equivalent combination of education and/or experience.
2. Extensive experience in producing solution architectures using leading architecture frameworks, methodologies, standards and best practices such as TOGAF and SAFe.
3. Extensive experience in developing technology roadmaps based on the goals and objectives from business transformation and technology strategies.
4. Extensive experience as a Senior Technical Product Owner or Senior Business Solution Architect delivering enterprise-wide ServiceNow implementations, including ITSM and Case Management modules.
5. Experience with Agile delivery methodologies, including backlog management, sprint planning, and requirement gathering for ServiceNow development, ensuring clear alignment with stakeholders on priorities, dependencies, and delivery sequencing.
6. Experience delivering technology solutions within a regulated, justice, or public sector environment.
7. Knowledge of analytics and metrics, including defining and measuring KPIs and performance metrics to assess ServiceNow project success and platform performance.
8. Knowledge of implementing automation solutions using CI/CD pipelines, gained through education, training, or practical projects.
9. Project management experience in all stages of complex technology implementation projects, including but not limited to responsibilities for estimating costs, resources and identifying the critical path in a large and diverse computing environment.
10. Highly skilled in preparing project documentation such as business cases, market scan and assessment, fit/gap analysis, feasibility studies, detailed budget submissions, RFP/RFI/RFQ and utilizing project management tools for planning and implementing complex projects and/or packages.
11. Ability to establish and maintain an effective consulting relationship with COT Partners, vendors, and External Partners (various Ministries) with a strong customer service orientation and clear language focus.
12. Effective analytical and problem-solving skills in planning and designing creative solutions to meet customer needs.
13. Ability to work effectively as a team member and collaboratively in a multidisciplinary team.
14. Ability to coach, train, and provide work direction to other project staff effectively, as well as appraise work outcomes and quality accurately and fairly as input to the manager.
15. Proven ability to govern and lead the ServiceNow platform end-to-end, including instance strategy, upgrade management, platform health, and the establishment of Centre of Excellence (CoE) practices and standards.
16. Strong technical proficiency in ServiceNow configuration and development, including Flow Designer, IntegrationHub, REST/SOAP integrations, Glide API, client and server-side scripting, and role-based access controls (ACLs), to support both delivery and platform governance responsibilities.
17. ServiceNow Certified System Administrator (CSA); Certified Application Developer (CAD) and/or Certified Implementation Specialist (CIS) in one or more modules (e.g., ITSM, ITAM, SecOps, HRSD) strongly preferred. Certified Technical Architect (CTA) designation is an asset.
18. Expertise in conducting comprehensive business process mapping to analyze, document, and optimize end-to-end ServiceNow workflows, aligned with ITIL 4 best practices and organizational objectives. ITIL 4 Foundation certification is an asset.
19. Proven ability to influence and consult across all organizational levels, from technical delivery teams to executive stakeholders, translating complex ServiceNow capabilities into clear business value and ensuring platform investments align with corporate technology strategy.
20. Strong expertise in Organizational Change Management (OCM) for ServiceNow implementations, including designing and executing OCM strategies, stakeholder engagement, change impact analysis, communication planning, training program development, and user adoption measurement.
21. Ability to support the Toronto Public Service values to ensure a culture that champions equity, diversity, and respectful workplaces.

Equity, Diversity and Inclusion

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity.

Accommodation

The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request. Learn more about the City’s Hiring Policies and Accommodation Process.