Job Title: Solution Architect – ServiceNow (ITSM, ITOM, CMDB, SecOps)

Location: Vancouver, BC (Onsite) Salary: $120,000 – $130,000 annually Experience: 10–15 Years

Job Description

We are seeking an experienced Solution Architect – ServiceNow with expert-level knowledge of the ServiceNow platform, including ITSM, ITOM, CMDB, SecOps, integrations, governance, and platform architecture. The successful candidate will be responsible for end-to-end ServiceNow solution architecture for the BC Hydro account, providing expert ownership across ServiceNow capabilities. This role will define architecture, governance, integration strategy, data models, platform roadmap, upgrade approaches, and delivery standards while collaborating with customer stakeholders, technical teams, vendors, and platform administrators.

Roles and Responsibilities

Own ServiceNow solution architecture across ITSM, ITOM, CMDB, SecOps, and related ServiceNow platform capabilities. Assess business requirements, application management scope, enhancement demands, operational challenges, and customer objectives to create scalable ServiceNow solution designs. Define and govern ServiceNow architecture principles, CSDM/CMDB strategy, data models, integration patterns, security models, platform governance, and upgrade roadmaps. Lead architecture design for ITSM processes including incident, problem, change, request, knowledge, service catalog, SLA, major incident, and reporting capabilities. Lead ITOM architecture involving Discovery, Service Mapping, event and alert integrations, service health, operational visibility, and CMDB population and maintenance patterns. Define CMDB governance, CI class models, relationship standards, reconciliation rules, data quality controls, ownership models, and integration strategies. Provide SecOps solution guidance for security incident response, vulnerability response, threat/vulnerability prioritization workflows, integrations, and risk-based remediation processes. Design integrations between ServiceNow and enterprise applications using REST/SOAP APIs, MID Server, IntegrationHub, event sources, monitoring tools, identity platforms, DevOps tools, and reporting platforms. Guide technical leads and developers on configuration, customization, scripting, workflows, Flow Designer, ATF, and platform engineering best practices. Perform architectural reviews for enhancements, defect fixes, releases, and platform changes to ensure maintainability, performance, security, compliance, and upgrade readiness. Collaborate with customer stakeholders to define platform roadmaps, governance forums, demand prioritization, release cadence, technical debt remediation, and continuous improvement opportunities. Support proposals, estimation, transition activities, knowledge transfer, risk analysis, dependency management, and delivery quality assurance for ServiceNow workstreams.

Experience Required

10–15 years of IT experience with strong expert-level ServiceNow architecture, implementation, enhancement, and application management experience. Strong architecture experience across ServiceNow ITSM, ITOM, CMDB, and SecOps modules with the ability to design integrated enterprise workflows. Hands-on experience with ServiceNow platform configuration, scripting, Flow Designer, IntegrationHub, MID Server, REST/SOAP integrations, and Service Portal/Workspace concepts. Experience defining CSDM-aligned CMDB design, Discovery, Service Mapping, CI lifecycle, reconciliation, data certification, and CMDB governance processes. Experience with ITSM process design including incident, problem, change, request, catalog, knowledge, SLA, reporting, and service operations workflows. Experience with SecOps capabilities such as security incident response, vulnerability response, security tool integrations, and risk-based prioritization is preferred. Experience with ITOM capabilities such as Discovery, Service Mapping, Event Management/AIOps, service health, and operational visibility is preferred. Experience in architecture governance, design reviews, technical standards, release planning, upgrade assessments, instance health, and performance optimization. Experience with ServiceNow Agile Development, ATF, DevOps integrations, source control, platform testing, and release management is preferred. Experience in a utility, regulated enterprise, SaaS governance, or managed services environment is preferred. Strong executive communication skills with the ability to engage customer stakeholders, tower leads, architects, service owners, and delivery leadership.

Technical Skills

ServiceNow ITSM, ITOM, CMDB, SecOps, and platform architecture CSDM, CMDB governance, Discovery, Service Mapping, Event Management/AIOps, and Service Graph concepts Incident, problem, change, request, catalog, knowledge, SLA, major incident, reporting, and service operations process design Security Incident Response, Vulnerability Response, threat/vulnerability workflows, risk context, and security tool integration awareness ServiceNow scripting: Business Rules, Script Includes, Client Scripts, UI Policies, Scheduled Jobs, Flow Designer, and Workflow concepts IntegrationHub, MID Server, REST/SOAP APIs, web services, event integrations, and enterprise integration patterns Workspace/Service Portal concepts, UI Builder awareness, ACLs, roles, groups, data policies, and platform security Automated Test Framework, ServiceNow upgrade planning, instance health, performance tuning, release management, and technical debt management Agile delivery, DevOps toolchain integration, Jira/Azure DevOps/Git awareness, and managed services operations ITIL, ITSM governance, service management metrics, operational reporting, compliance, and audit support