ServiceNow Architect (Toronto)

Senior Service

Now Architect Description of Assignment The Service. Now Program requires a Senior Service Now Architect that will proactively work towards the platforms stabilization, strategic growth/functionality road-mapping, and configuration of smaller scale processes in support of process improvements and Employee Experience. Responsibilities

Designs and architects scalable and sustainable solutions that align with business objectives and industry best practices. Configures and customizes Service Now modules, including IT Service Management (ITSM), IT Operations Management (ITOM), IT Asset Management (HAM/SAM), Strategic Portfolio Management (SPM), and Application Portfolio Management (APM). Provides technical leadership and guidance to the TDS team and other stakeholders on Service Now platform capabilities, best practices, and implementation strategies. Hands‑on development and implementation of Service Now solutions, including workflows, forms, business rules, etc. Creates and maintains technical documentation, including system architecture diagrams, configuration specifications, knowledge articles, and deployment procedures. Provides training and knowledge transfer to internal team members on Service Now platform features, functionality, and best practices. Provides in‑depth knowledge of Service Now's security model, including roles, permissions, and access controls. Designs and implements robust security profiles to ensure appropriate access to data and functionality for various user roles. Provides leadership, design, and implementation of secure horizontal and top‑down discovery of cloud solutions, SaaS products and DMZ/Controlled infrastructure components. Provides leadership, design, and implementation of Service Now ACC agents for performance monitoring and event management. Qualifications

Bachelor's degree in Computer Science, Information Technology, or related field. Service Now Certified Application Architect (CAA) required. Service Now Certified System Administrator (CSA) and Certified Implementation Specialist (CIS) certifications preferred. Minimum 5 years of experience in Service Now platform architecture, configuration, and implementation. Experience with Service Now ITSM modules such as Incident, Change, Asset (HAM and SAM), Configuration Management, and Request Management. Experience in design, architecting, and implementing Strategic Portfolio Management and Application Portfolio Management. Experience in security hardening, implementing governance and controls aligned to best practise. Proficiency in Service Now development languages and tools, including JavaScript, Glide Script, Jelly, and AngularJS. Solid understanding of ITIL processes and principles. Hands‑on experience with Service Now integration technologies, such as APIs, REST, SOAP, and Service Now Integration Hub. Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and stakeholders. Strong analytical and problem‑solving skills, with a deep attention to detail. Ability to work independently and manage multiple priorities in a fast‑paced environment. Deliverables

Reviews current state and creates document artifact with findings and recommended detailed approach in support of creating breadth and depth in the ITSM and ITAM modules. The approach should provide a specific and comprehensive list of top priorities (specific services, etc.) in support of recommendation. Configures and customizes Service Now modules, including IT Service Management (ITSM), IT Operations Management (ITOM), IT Asset Management (HAM/SAM), Strategic Portfolio Management (SPM), and Application Portfolio Management (APM). Provides technical leadership and guidance to the TDS team and other stakeholders on Service Now platform capabilities, best practices, and implementation strategies. Hands‑on development and implementation of Service Now solutions, including workflows, forms, business rules, etc. Creates and maintains technical documentation, including system architecture diagrams, configuration specifications, knowledge articles, and deployment procedures. Provides training and knowledge transfer to internal team members on Service Now platform features, functionality, and best practices. Provides in‑depth knowledge of Service Now's security model, including roles, permissions, and access controls. Designs and implements robust security profiles to ensure appropriate access to data and functionality for various user roles. Provides leadership, design, and implementation of secure horizontal and top‑down discovery of cloud solutions, SaaS products and DMZ/Controlled infrastructure components. Provides leadership, design, and implementation of Service Now ACC agents for performance monitoring and event management.

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