Service Now Implementation Architect

Role: Service Now Implementation Architect

Location: Toronto, ON (Hybrid)

Duration: Long Term

You are the technical and process authority on a small delivery team, and the person the customer trusts on how the solution should work. You decide the design, set how the team builds it, and explain it to customer leaders and engineers. This is an implementation role, not a sales role.

You are not expected to build features. You are expected to know every layer of an application well enough to say "we do it this way, and here is why." From time to time you will join the tech lead and developers to debug a hard problem or answer a technical question.

What you will do

• Be the customer's main technical contact. Run workshops, explain trade-offs, and say no when needed.
• Advise on process, not only technology: ITSM and core processes, ITOM, CMDB, source-to-pay, project and demand intake, legal service delivery, HR and finance service flows.
• Design the data model and CSDM approach. Design Discovery, Service Mapping and Event Management so the CMDB stays trustworthy.
• Design integration patterns with ERP, HR and finance systems such as Oracle, Workday and Dayforce: authentication, error handling, volumes, ownership of data, and monitoring.
• Set team standards: configuration before code, scoped applications, naming, security and ACL design, testing, and release path.
• Break each requirement into a design that the team can build within two to four weeks.
• Review designs and key code. Answer developer questions. Join debugging sessions when asked.
• Set the approach for AI on the platform, including Now Assist, AI agents and MCP, and where each is and is not a good fit.
• Check scope against what the customer's licences cover.
• Write design documents, interface specifications and diagrams that the customer signs off on and the team builds from.

What you bring

• Experience on at least three ServiceNow process areas, including ITSM and either ITOM or CMDB.
• You understand all layers of an application end to end: data, logic, security, integration, user interface, reporting, testing, deployment and support.
• A development background. You can read and debug scripts, flows, ACLs and integration traces.
• Integration architecture experience with REST, SOAP, Integration Hub, MID Server, SSO and enterprise systems.
• Experience leading offshore developers day to day.
• Clear writing and calm, direct customer communication.

Certifications

• Must have: Certified System Administrator (CSA), Certified Implementation Specialist in ITSM, and one more Implementation Specialist certification such as Discovery, Event Management or Service Mapping.
• Good to have: Certified Application Developer (CAD), Certified Technical Architect (CTA) or progress toward one.

Helpful to have

• Oracle Fusion, Workday or Dayforce integration design experience.
• Managed service experience, where you run the platform for the customer.
• Experience with Claude, MCP or similar AI tools in development work.
• Consulting or systems integrator background.

How we will judge success

• Designs the team builds without rework.
• Customers who trust the team's technical advice.

Fewer blockers and escalations on the team