ServiceNow Solution Architect (ITSM, ITOM, CMDB, SecOps)

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.