Enterprise - ServiceNow ITOM Architect - Toronto, Ontario

About Slalom’s Enterprise Capability

At the heart of Slalom’s Enterprise Capability is a bold ambition: to design and deliver intelligent, human-centered business applications that empower organizations to serve their customers with acceleration, agility, precision, and purpose.

We partner with leading platforms—Salesforce, ServiceNow, Adobe, Anaplan, Workday, Contentful, Boomi, Workato and more—to build scalable, end-to-end solutions that unify data, streamline operations, and unlock actionable insights. Our work powers everything from smarter CRM experiences and next-gen commerce sites to resilient case management systems and optimized workforce planning.

But we’re not just technologists—we’re strategic enablers. Whether helping a client modernize their infrastructure, integrate mission-critical functions, or activate AI-powered innovation, we connect strategy to execution in ways that drive measurable impact.

Here, you’ll collaborate with curious, courageous people who believe in growth through experimentation, delivering value through partnerships, and building a future where technology works quietly in service of extraordinary outcomes.

Job Title

Enterprise - ServiceNow ITOM Architect – Vacant Role

What You’ll Do

• Lead ServiceNow ITOM implementation workshops to deliver technical stories, requirements, and design artifacts
• Architect end-to-end ITOM solutions including Discovery, Service Mapping, Service Graph/CMDB, Event Management, Health Log Analytics (HLA), AIOps, Cloud Management, and Observability
• Develop comprehensive technical design documents and solution blueprints from complex business requirements
• Partner with clients using a future-focused mindset to understand long-term enterprise goals and design ITOM roadmaps that align ServiceNow capabilities to their operational objectives
• Lead and participate in design workshops, development, testing, and deployment activities across top enterprise and public sector accounts
• Architect CMDB data models, discovery strategies, and CI relationship mapping to support ITSM, ITAM, and broader platform integrations
• Ensure quality delivery of ITOM solutions leveraging ServiceNow best practices, platform standards, and proven implementation patterns
• Mentor teammates on ITOM platform best practices including discovery configuration, CMDB governance, event correlation, and AIOps capabilities
• Respond to Requests for Information and Proposals (RFIs/RFPs) with authoritative ITOM content and solution approaches
• Contribute to practice development including delivery accelerators, thought leadership, and ITOM-focused client offerings

What You’ll Bring

• You are a seasoned ITOM practitioner who thrives in complex enterprise environments and has a track record of delivering transformational ServiceNow ITOM implementations.
• 5+ years of hands‑on ServiceNow ITOM design and delivery experience, with deep expertise across Discovery, CMDB, CSDM, Event Management, Service Mapping and AIOps/HLA
• Proven ability to deliver complex ITOM implementations with multiple stakeholders — recommending and executing solutions that drive exceptional operational outcomes
• Passion for leveraging ServiceNow ITOM to transform how organizations monitor, manage, and optimize their IT environments
• Ability to communicate and build relationships at all levels of an organization — from technical operators to senior executives — translating complex ITOM concepts for both technical and non‑technical audiences
• Strong consultative approach with the ability to scope ITOM engagements, manage client expectations, and deliver on tight schedules with high attention to detail
• Experience leading solution design across CMDB health and governance, mid‑server architecture, cloud discovery, and integration with third‑party monitoring tools
• Demonstrated ability to act as a relationship manager and trusted advisor to client stakeholders throughout engagement lifecycles
• Hands‑on experience delivering AI‑enabled capabilities within ServiceNow, including Now Assist and Agentic AI
• Experience using large language models (LLMs) within enterprise platforms to support automation, insights, and user experiences
• Ability to design and implement AI‑supported workflows that combine automation, data, and human oversight
• Understanding of responsible AI practices, including security, governance, and data quality

Qualifications

• Minimum 5 years of ServiceNow ITOM design and development experience
• At least 5 full‑lifecycle ServiceNow ITOM implementations in the role of technical lead or architect
• Certified System Administrator required and at least one of the following certifications required:
  • CIS – Discovery
  • CIS – Service Mapping
  • CIS – Event Management
• In-depth knowledge and hands‑on experience across ITOM modules:
  • Discovery & Service Graph Connector (SGC)
  • Service Mapping
  • CMDB governance and CI lifecycle management
  • Event Management and AIOps / Health Log Analytics (HLA)
  • Cloud Management Platform (CMP) and Observability
  • Integration with third‑party monitoring and ITSM tools
• Strong ServiceNow programming expertise (JavaScript, REST/SOAP APIs, Flow Designer, IntegrationHub)
• Experience with agile delivery methodologies
• Excellent verbal and written communication skills with strong executive presence

Hybrid / In‑office

We are hybrid but there are expectations that if your team leader or client requires you onsite you are able to meet those expectations/requirements.

Compensation

Slalom is committed to fair and equitable compensation practices. The expected base salary pay range is $156,000 to $194,000.

In addition, there is potential for a 15% discretionary bonus based on individual and company performance. Actual compensation will depend upon your skills, experience, qualifications, and other relevant factors.

Slalom Employee Perks

• Culture & fun!
• Lunch & learns
• Health & wellness activities
• Holiday parties
• Employee community groups
• Social clubs & activities
• Vacation (20 days prorated based on start date & wellness/sick days)
• Tangible perks
• Competitive compensation package
• $100 cell phone monthly reimbursement
• Registered Retirement Program (RRSP) & Employer Matching
• Tax‑Free Savings Account (TFSA)
• Annual “Thrive Well‑Being” Gift Card
• Family planning / Fertility Benefit
• Maternity / Parental Leave Top‑Up
• Medical & Dental Benefits
• Life and AD&D Insurance
• Access to Supplementary Life and AD&D Insurance
• Access to the Employee Assistance Program (EAP) and Inkblot Therapy
• And more!
• All benefits are subject to eligibility requirements

Equal Opportunity Employer

Slalom is an inclusive, equal opportunity employer dedicated to building a diverse workforce. We encourage applications from all qualified candidates and will work to reasonably accommodate applicants’ needs throughout all stages of the recruitment and selection process. If you require accommodations during the interview process, please advise the talent acquisition team. At Slalom, we leverage artificial intelligence (AI) to enhance the efficiency and scalability of our recruitment process. Please note if you are hired at Slalom you will be required to complete a background check.