Role: ServiceNow Solution Architect (ITSM, ITOM, CMDB, SecOps)
Location: Vancouver, BC Onsite
Job Description
Role Overview
The person will own end-to-end ServiceNow solution architecture for the account, with expert-level ownership across ITSM, ITOM, CMDB, SecOps and related platform capabilities. The role defines architecture, governance, integration strategy, data model, platform roadmap, upgrade approach and delivery standards.
Key Accountabilities
- Own ServiceNow solution architecture across ITSM, ITOM, CMDB, SecOps and related capabilities.
- Translate business requirements, application management scope, enhancement demand and operational pain points into scalable designs.
- Define architecture principles, CSDM/CMDB strategy, data model, integration patterns, security model, governance and upgrade roadmap.
- Lead ITSM design for incident, problem, change, request, knowledge, catalog, SLA, major incident and reporting.
- Lead ITOM architecture for Discovery, Service Mapping, event/alert integrations, service health and CMDB population.
- Define CMDB governance, CI class model, relationships, reconciliation, quality controls, ownership and integrations.
- Provide SecOps guidance for security incident response, vulnerability response, integrations and risk-based remediation.
- Design integrations using REST/SOAP, MID Server, IntegrationHub, monitoring tools, identity platforms, DevOps tools and reporting platforms.
- Guide technical teams on configuration, scripting, workflows, Flow Designer, integrations, ATF and engineering best practices.
- Review enhancements, defects, releases and changes for maintainability, performance, security, compliance and upgrade safety.
- Define platform roadmap, governance forums, demand prioritization, release cadence, technical debt remediation and improvement.
- Support proposals, estimation, transition, knowledge transfer, risks, dependencies and delivery quality.
Experience Required
- Executive communication with customer stakeholders, tower leads, architects, service owners and delivery leadership.
- Minimum 10-15 years of IT experience with expert ServiceNow architecture, implementation, enhancement and application management.
- Architecture across ITSM, ITOM, CMDB and SecOps.
- Platform configuration, scripting, Flow Designer, IntegrationHub, MID Server, REST/SOAP and Portal/Workspace concepts.
- CSDM-aligned CMDB, Discovery, Service Mapping, CI lifecycle, reconciliation, certification and governance.
- ITSM process design across incident, problem, change, request, catalog, knowledge, SLA and reporting.
- SecOps security incident and vulnerability response experience preferred.
- ITOM Discovery, Service Mapping, Event Management/AIOps and service health preferred.
- Architecture governance, design reviews, release planning, upgrades, instance health and performance optimization.
- Agile Development, ATF, DevOps integrations, source control, testing and release management preferred.
- Utility, regulated enterprise, SaaS governance or managed services experience preferred.
Technical Skills
- ServiceNow ITSM, ITOM, CMDB, SecOps and platform architecture.
- CSDM, CMDB governance, Discovery, Service Mapping, Event Management/AIOps and service graph.
- Incident, problem, change, request, catalog, knowledge, SLA, major incident and reporting design.
- Security Incident Response, Vulnerability Response and security tool integrations.
- Business Rules, Script Includes, Client Scripts, UI Policies, Scheduled Jobs, Flow Designer and Workflow.
- IntegrationHub, MID Server, REST/SOAP and enterprise integration patterns.
- Workspace/Service Portal, UI Builder awareness, ACLs, roles, groups, data policies and security.
- ATF, upgrades, instance health, performance tuning, release and technical debt management.
- Agile, DevOps, Jira/Azure DevOps/Git and managed services operations.
- ITIL, metrics, operational reporting, compliance and audit support.
