(Senior) IT Solution Architect H/F

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The ServiceNow Solution Designer will be part of an agile team supporting the platform administration squad building out and/or supporting the implementation of OOB Modules overseeing custom application design and configuring 3rd party integrations. Successful candidates will be able to think critically in solving mission critical issues supporting end to end development of both front-end and back-end development including workflow and custom plug-ins.

The senior developer will be playing a key role in the platform QA to ensure that development standards are adhered to and platform performance is kept stable. The successful candidate will assist in the integration of various external AI systems to support platform applications (ex. Lead the development and implementation of complex ServiceNow solutions across modules such as IT Service Management (ITSM) IT Operations Management (ITOM) Third-Party Risk (TPRM) and Security & Vulnerability (VR Enterprise and SIR Enterprise).
Build and customize ServiceNow applications including workflows business rules client scripts UI policies and scripted REST APIs to meet enterprise-level requirements.
Integrate ServiceNow with external systems including AI/ML platforms (e.g. TensorFlow PyTorch OpenAI or custom models) to enable intelligent automation predictive analytics and natural language processing capabilities.
Mentor junior developers conduct code reviews and enforce best practices in ServiceNow development including performance optimization and security compliance.
IT business stakeholders and AI specialists) to gather requirements translate them into technical specifications and deliver scalable AI-enhanced solutions.
Develop and maintain AI-driven features such as virtual agents chatbots with NLP integration anomaly detection in IT operations and recommendation engines using ServiceNows Virtual Agent Predictive Intelligence and IntegrationHub.
Perform system upgrades patching and migrations while ensuring minimal downtime and data integrity.
Monitor manage and optimize platform performance and stability including instance health response times job scheduling and resource utilization.
Troubleshoot and resolve high-priority incidents perform root cause analysis and implement proactive monitoring with AI-based insights.
Create technical documentation including integration maps performance tuning reports and AI model deployment guides.
Stay current with ServiceNow releases (e.g. Washington DC Xanadu) and emerging AI technologies to propose innovative enhancements.
Build and deploy custom scoped applications and widgets using ServiceNow App Engine Studio.
Implement AI integrations such as connecting ServiceNow to external AI services for sentiment analysis automated ticket routing or generative AI for knowledge article creation.
Configure and extend ServiceNow AI Search Performance Analytics with machine learning and Now Intelligence features.
Ensure integrations comply with data privacy standards (e.g. Conduct unit testing integration testing and user acceptance testing (UAT) for AI-enhanced workflows.
Proactively monitor and tune platform performance using tools like System Diagnostics Performance Analytics and instance observability dashboards.
Lead technical planning and execution of upgrades clones and new implementations including rollback strategies and post-deployment validation.
Optimize ServiceNow instances for performance including scripting efficiency database queries and AI data processing impacts.
Participate in agile ceremonies (sprints stand-ups retrospectives) and contribute to roadmap planning with AI-focused and platform stability initiatives.
Bachelors degree in Computer Science Information Technology or a related field; 5 years of hands-on experience in ServiceNow development with at least 2 years in a senior or lead role.

• Active ServiceNow Certified Application Developer (CAD) and Certified Implementation Specialist (CIS) in at least two modules; Proven expertise in ServiceNow scripting (JavaScript GlideScript AngularJS) and tools like Flow Designer Workflow Editor and Service Portal.
• Building REST/SOAP integrations with AI APIs (e.g. Google Cloud AI AWS SageMaker Azure Cognitive Services or open-source LLMs).
• Strong knowledge of integration patterns (MID Server IntegrationHub Spokes) and data formats (JSON XML).
• Experience with DevOps practices for ServiceNow (Update Sets ATF Clone CI/CD pipelines).
• Excellent problem-solving skills with the ability to debug complex workflows and performance bottlenecks.
• Strong communication skills for stakeholder presentations and technical leadership.

Must be able to satisfactorily complete applicable background checks prior to the start date and during employment in accordance with Sun Lifes policies and practices.

It may vary depending on the work location of the successful candidate or other addition to Base Pay eligible Sun Life employees participate in various incentive plans payment under which is discretionary and subject to individual and company performance. Diversity and inclusion have always been at the core of our values at Sun Life. A diverse workforce with wide perspectives and creative ideas benefits our Clients the communities where we operate and all of us as colleagues. Persons with disabilities who need accommodation in the application process or those needing job postings in an alternative format may e-mail a request to .

We are proud to be a hybrid organization that offers our employees the choice and flexibility to work from both the office and virtually based on the needs of the business our Clients and you! IT - Application Development
Senior IC