ServiceNow Solution Architect

Main Purpose and Function
The ServiceNow Solution Architect provides expertise on ServiceNow’s Now Platform, and enables the maximisation of value delivery on ServiceNow to accelerate service modernization. In addition, the position accelerates  AI adoption and supports the delivery of enterprise capabilities. The ServiceNow Solution Architect utilises expertise with an array of modules including ITSM, ITOM, CSM and the CMDB, as well as web services and integrations (REST/SOAP). The position is responsible for scripting and ACL configuration.
The Solution Architect helps support, plan and lead implementations of enterprise, business, application and technology initiatives on the ServiceNow platform. Working in partnership with Enterprise Architecture and technical delivery teams, the Solution Architect provides support to enterprise-level business functions. The Solution Architect applies the latest ServiceNow enablement strategies, blueprints, and standards into their solutions and designs as they support business and technology projects.  
The position has access to confidential information. It also makes recommendations for changes to systems and processes that may impact financial and operational areas as well as staffing workloads and levels, working conditions, and changes in positions.

Specific Duties/Responsibilities
•    Responsible for platform governance, focusing on the promotion of “upgrade-safe” configurations and ensuring adherence to out-of-the-box logic over excessive customization
•    Designs and consults on integrations with third-party systems using REST/SOAP APIs, WorkFlow Data Fabric and MID servers 
•    Develops and validates architecture patterns and technical approaches on the ServiceNow platform that solve complex service management business problems in an evolving ecosystem.
•    Leads targeted proof-of-concept initiatives on using ITSM, CSM, ITOM, SPM, the CMDB and the core Now Platform to accelerate capability delivery, and contribute to efforts related to complex data migrations etc.
•    Collaborates with stakeholders to define solutions.
•    Researches, evaluates and recommends new tools and methodologies for development of business applications with a particular focus on staying current with AI
•    Validates, refines and expands a scalable, mature ITIL-centric model for service management and the delivery of enterprise capabilities.
o    Verifies assumptions: utilizes subject matter experts to improve and further define the solution in service of the business problem
o    Uses requirements to develop well-formulated models of solution components and integrations
o    Communicates ideas effectively through solution architecture diagrams and documents
•    Consults with customers to understand their requirements
o    Probes and listens for information, influence people, facilitate consensus building, synthesize and translate ideas into actionable requirements, articulate those ideas to others
o    Identifies use or purpose, constraints, risks, etc. 
o    Participates in the discovery and documentation of the business scenarios driving the solution
•    Manages architecture
o    Represents architecture and issues during development and decision points 
o    Acts as an "agent of change", communicating the need to implement the architecture
o    Continuously fosters the sharing of business unit, architecture, and technical information across the organization
•    Creates a useful model
o    Uses requirements and develops well-formulated models of the components of the solution; augments the models as necessary; uses models and multiple views to communicate ideas effectively
o    Identifies and leverages opportunities, uses building blocks, and liaises between the functional groups to realize opportunities
•    Provides technical assistance to platform upgrades, patch management, continuous optimization of instance performance, and implementation of other modules, including integration to other applications
•    Develops technical implementation plans, including scope, budget, and schedule for projects and initiatives
•    Guides best practices related to incident, problem, change, knowledge and request management.
•    Contributes to strategic planning of delivery on the ServiceNow platform, deployments and the road map
•    Participates in the development of IT specifications, budgeting estimates for capital and operating requests, procurement processes, and contract negotiation
•    Has access to highly sensitive and business critical data from all City departments (e.g. taxes and utilities owing, parking tickets outstanding, and vendor pricing)
•    Other duties/responsibilities as assigned

Minimum Position Requirements
Education and Experience:
•    Bachelor’s degree in Computer Science, Business Administration, or a related discipline combined with 10 years of professional IT experience.
•    Minimum of 5 – 10 years of implementation experience on ServiceNow, specifically with ITSM or CSM, ITOM, App Engine and Integration Hub/Workflow Data Fabric with at least 2 – 3 years focused on technical design, directing architecture or leading implementations. 
•    Required and current ServiceNow certifications:
o    Certified System Administrator (CSA)
o    Certified Implementation Specialist – Data Foundations (CSDM & CMDB)
o    Certified Application Developer (CAD)
•    Preferred current certifications:
o    Certified Implementation Specialist (CIS) in one of: ITSM, CSM or ITOM, 
o    ITIL v3 or v5

Knowledge, Skills and Abilities:
•    Extensive knowledge of current IT trends and technologies
•    Experience and solid understanding of agile delivery approaches
•    Considerable knowledge of JavaScript (server-side & client-side), Glide APIs, Flow Designer, Service Portal, and CMDB.
•    Considerable knowledge of ITIL methodologies.
•    Working knowledge of the techniques required to produce designs of complex systems, including requirements discovery and analysis, formulation of solution content, identification of solution alternatives and their assessment, technology selection, and design configuration
•    Working knowledge of design methods (e.g. TOGAF ADM Architecture Development Method)
•    Experience with API Management and Integration Platforms (API design, gateways, analytics)
•    Working knowledge of good cybersecurity practices, secrets management etc. 
•    Thorough knowledge of office productivity tools (e.g. Windows, MS Office, MS Project, etc.)
•    Ability to direct groups with diverse opinions together to reach a consensus and the ability to lead the effort of architecting a technical solution to address complex business problems
•    Excellent analytical, writing, and communication skills are required
•    Ability to communicate effectively to all levels of the organization
•    Ability to work with both technical and non-technical staff
•    Ability to work under pressure, manage multiple priorities and respond to requests in a timely manner
•    Ability to establish and maintain effective working relationships with a variety of internal and external contacts and team members to provide advice, information and assistance
•    Capable of handling business critical and sensitive information in a position of trust

Business Unit/Department : IT, Digital Strategy & 311 

Affiliation: Exempt 

Employment Type: Temporary Full Time 

Position Start Date: November, 2026 

Position End Date:  18 months

Salary Information: Pay Grade RNG-091: $117,909 to $147,377 per annum

Application Close: September 16, 2026

At the City of Vancouver, we are committed to recruiting a diverse workforce that represents the community we so proudly serve. Indigenous peoples, people of colour, 2SLGBTQ+ persons including all genders and persons with disabilities are encouraged to apply.  Accommodations will be provided upon request during the selection process. Learn more about our commitment to diversity and inclusion . 

The City of Vancouver acknowledges that it is situated on the unceded traditional territories of the xʷməθkʷəy̓əm (Musqueam Indian Band), Sḵwx̱wú7mesh Úxwumixw (Squamish Nation), and səlilwətaɬ (Tsleil-Waututh Nation). More about unceded traditional territories

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