ServiceNow Solution Architect

The ServiceNow Solution Architect will own end-to-end ServiceNow solution architecture for the BC Hydro account, with expert-level ownership across ITSM, ITOM, CMDB, SecOps, and related platform capabilities. The role will define architecture, governance, integration strategy, data models, platform roadmap, upgrade approach, and delivery standards while working across customer stakeholders, delivery teams, technical leads, vendors, and platform administrators.

Key Responsibilities:

• Own ServiceNow solution architecture across ITSM, ITOM, CMDB, SecOps, and related platform capabilities.

• Translate business requirements, application management scope, enhancement demand, operational pain points, and customer objectives into 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 and 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/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, security tool integrations, and risk-based remediation processes.

• Design ServiceNow integrations using REST/SOAP APIs, MID Server, IntegrationHub, event sources, monitoring tools, identity platforms, DevOps tools, and reporting platforms.

• Guide technical teams on configuration, customization, scripting, workflows, Flow Designer, IntegrationHub, ATF, and platform engineering practices.

• Conduct architectural reviews for enhancements, releases, defect fixes, and platform changes with focus on maintainability, performance, security, compliance, and upgrade safety.

• Support platform roadmap planning, governance forums, demand prioritization, release cadence, technical debt remediation, proposal, estimation, transition, knowledge transfer, risk analysis, and delivery quality assurance.

Required Skills & Qualifications:

• 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 ServiceNow platform configuration and scripting experience, including 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 covering incident, problem, change, request, catalog, knowledge, SLA, reporting, and service operations workflows.

• Experience with architecture governance, design reviews, technical standards, release planning, upgrade assessment, instance health, and performance optimization.

Preferred Qualifications:

• SecOps experience covering security incident response, vulnerability response, security tool integrations, and risk/impact-based prioritization.

• ITOM experience covering Discovery, Service Mapping, Event Management/AIOps, service health, and operational visibility.

• ServiceNow Agile Development, ATF, DevOps integrations, source control, platform testing, and release management experience.

• Experience with Jira, Azure DevOps, Git, or comparable DevOps tooling.

• ITIL, ITSM governance, service management metrics, operational reporting, compliance, and audit support experience.

• Experience in a utility, regulated enterprise, SaaS governance, or managed services environment.