Senior ServiceNow Solution Architect
Calgary, AB, CA Toronto, ON, CA Vancouver, BC, CA Edmonton, AB, CA Montréal, QC, CA Ottawa, ON, CA Burnaby, BC, CA
Description
Let’s Build Meaningful Digital Experiences - Together
Join our team and what we’ll accomplish together
We are a service management team that equips organizations to be agile and innovative, focusing on process-driven solutions to be productive, creative, and create value for business stakeholders. We foster a "think service management first" mindset to build solutions using best practices for the workplace of tomorrow, enabling businesses to drive optimization and workforce excellence. By doing these things, we create success faster and in circumstances otherwise not possible.
We are seeking a seasoned ServiceNow Developer & Solution Architect with telecom industry experience to join our growing ServiceNow Delivery Office team. This role combines deep technical expertise with strategic design capabilities to help shape and evolve our ServiceNow platform. You will architect scalable solutions across ITSM and CSM while driving automation, integration, and service-awareness — ensuring the platform meets both current and future business needs.
This is your opportunity to make a real impact in the telecom space by shaping the next generation of digital service management. You’ll be part of a forward-thinking team that values innovation, collaboration, and technical excellence. We foster a culture of continuous learning, where you’ll have the space to grow your expertise, explore emerging technologies, and stay at the forefront of ServiceNow innovation.
What you’ll do
- Partner with business stakeholders to translate needs into scalable ServiceNow solutions aligned with telecom service delivery goals
- Design and implement ServiceNow modules: ITSM, CSM, ITOM/TSOM, CMDB, Product Catalog, and TSM
- Architect and build integrations between ServiceNow and enterprise systems (e.g., OSS/BSS, CRM, NMS, cloud platforms)
- Lead and execute platform upgrades, managing minimal disruption while delivering enhanced functionality
- Provide technical leadership to developers, enforcing ServiceNow coding standards and best practices
- Implement data fabric and data hub architectures using platforms like BigQuery, GCP, Databricks, and Snowflake
- Build and maintain a federated, service-aware CMDB aligned with CSDM and support advanced service mapping
- Design and deploy custom applications and workflows to address telecom-specific use cases
- Monitor platform performance, health, and scalability
- Contribute to ServiceNow roadmap planning and solution governance aligned with ITIL and business strategy
Qualifications
What you bring
- Bachelor’s degree in Computer Science, Information Technology, or a related field
- 5–7 years of ServiceNow experience in architecture, development, and solution delivery, particularly with ITSM and CSM
- Strong hands-on skills in JavaScript, Glide API, REST/SOAP, and ServiceNow Flow Designer
- ServiceNow certifications: CSA, CAD, CIS-ITSM, CIS-CSM (or actively working toward)
- Experience designing and deploying integrations with telecom systems (e.g., OSS/BSS, CRM, NMS)
- Demonstrated experience with data integration involving BigQuery, GCP, or Snowflake, including pipelines, APIs, and transformation logic - using TMF & MEF Standards
- Deep understanding of CSDM, CMDB structuring, and service-mapping principles
- Experience with ServiceNow Studio, Scoped Applications, ACLs, and custom portal development
Great-to-haves
- Expertise in ServiceNow ITOM/TSOM (Discovery, Event Management) within telecom environments, with knowledge of network technologies (MPLS, 5G, IP)
- Proficiency in Agile methodologies (Scrum, SAFe) and experience integrating cloud environments (AWS, Azure, GCP) with ServiceNow
- Hands-on experience in Generative AI, including building solutions using Large Language Models (LLMs) and Retrieval-Augmented Generation (RAG) architectures
- Relevant certifications such as ITIL, TOGAF, SAFe, or ServiceNow CTA, demonstrating comprehensive industry knowledge
Advanced knowledge of English is required because you will most of the time interact in English with external parties (clients, suppliers, candidates, external partners, etc.); interact in English with internal parties (colleagues, internal partners, stakeholders, etc.); and work with IT tools whose interface is only accessible in English as part of this position's main responsibilities given its national scope.