ServiceNow Architect - FTR

Service Now Architect – FTR – Burnaby Purpose of Position

The Service Now Architect is an expert in Service Now design and development principles that enables him or her to work with external development partners and key stakeholders to develop solutions that embrace ITIL processes and Service Now best practices. He or she will be responsible for the design, delivery, and evolution of the Service Now platform by defining platform governance, architecture, and evolution maturity roadmaps, and will drive innovation in the fields of analytics, business intelligence, and self‑service.

• Define policy & standards – architecture principles, integration standards, platform upgrade strategy, performance tuning, etc., for Service Now projects.
• Create and maintain API and data integration processes between Service Now and other applications.
• Define development best practices, architecture, code review and provide technical leadership and mentoring to the Service Now team.
• Consult with customer and service management teams on platform enhancements and improvements, including identifying potential opportunities for improvement of the platform.
• Ensure adherence to Service Now best practices, minimize customization, optimize out‑of‑the‑box usage, maintain up gradability and platform health.
• Collaborate with Service Now support concerning strategies and technical aspects of platform upgrades, patch installation and hot fixes.
• Responsible for executing patching and upgrades to the Service Now platform.

• Deep technical understanding of the Service Now platform, including modules like ITSM, ITOM, HR, and others relevant to the organization.
• Knowledge of ITIL v3/v4 practices (Incident, Problem, Change, Service Request, Configuration/Asset) and experience documenting user stories in support of these processes.
• Strong analytical and problem‑solving skills to assess business processes, identify needs, and propose effective solutions.
• Ability to understand technical concepts and communicate them effectively to non‑technical stakeholders. Familiarity with scripting and workflows within Service Now.
• Strong interpersonal skills to collaborate with cross‑functional teams and manage stakeholder relationships effectively.
• Ability to work in a fast‑paced environment and adapt to changing priorities and technologies.

• A bachelor’s degree in information technology, computer science, or an equivalent combination of education and work experience.
• 6 years of experience as a Senior Service Now Developer or Architect.
• Service Now Certified Administrator (CSA).
• Service Now Certified Application Developer (CAD).
• Service Now Certified ITSM Implementer (CIS‑ITSM).
• ITIL 4 Foundation certification.

CAD $108,964 annually

As per the Collective Bargaining Agreement and the Human Rights Code of British Columbia, this posted position may be used for accommodation of union members based on medical or human rights grounds without previous notice. The employer must give preference to a union member who has submitted an approved accommodation request if the position is still vacant during the recruitment process.

NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran status, sexual orientation, gender identity, or any other class protected by law.