Servicenow Solution Architect – ITSM, ITOM, CMDB & SecOps

Job Title: Service Now Solution Architect – ITSM, ITOM, CMDB & Sec Ops

Experience

Required:

10-15 Years

Roles and Responsibilities:

The person will be responsible for the end-to-end Service Now solution architecture for the BC Hydro account, with expert-level ownership across ITSM, ITOM, CMDB, Sec Ops and related platform capabilities.

The role requires the ability to define architecture, governance, integration strategy, data model, platform roadmap, upgrade approach and delivery standards while working with customer stakeholders, delivery teams, technical leads, vendors and platform administrators.

Key Accountabilities:

• Own Service Now solution architecture across ITSM, ITOM, CMDB, Sec Ops and related Service Now platform capabilities for the BC Hydro Technology tower.

• Assess business requirements, application management scope, enhancement demand, operational pain points and customer objectives, then translate them into scalable Service Now solution designs.

• Define and govern Service Now architecture principles, CSDM/CMDB strategy, data model, integration patterns, security model, platform governance and upgrade roadmap.

• Lead design for ITSM processes such as 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/maintenance patterns.

• Define CMDB governance, CI class model, relationship standards, reconciliation rules, data quality controls, ownership model and integration strategy with upstream/downstream sources.

• Provide Sec Ops solution guidance for security incident response, vulnerability response, threat/vulnerability prioritization workflows, integrations and risk-based remediation processes.

• Design integrations between Service Now and enterprise applications using REST/SOAP APIs, MID Server, Integration Hub, event sources, monitoring tools, identity platforms, Dev Ops tools and reporting platforms.

• Guide technical leads and developers on configuration, customization, scripting, workflows, Flow Designer, integration patterns, ATF and platform engineering best practices.

• Provide architectural reviews for enhancements, defect fixes, releases and platform changes to ensure maintainability, performance, security, compliance and upgrade safety.

• Work with customer stakeholders to define platform roadmap, governance forums, demand prioritization, release cadence, technical debt remediation and continual improvement opportunities.

• Support proposal, estimation, transition, knowledge transfer, risk analysis, dependency management and delivery quality assurance for Service Now workstreams.

Experience

Required:

• Good executive communication skills with ability to engage customer stakeholders, tower leads, architects, service owners and delivery leadership.

• Minimum 10-15 years of IT experience with strong expert-level Service Now architecture, implementation, enhancement and application management experience.

• Strong architecture experience across Service Now ITSM, ITOM, CMDB and Sec Ops modules, with ability to design integrated enterprise workflows.

• Hands-on experience with Service Now platform configuration, scripting, Flow Designer, Integration Hub, 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 including incident, problem, change, request, catalog, knowledge, SLA, reporting and service operations workflows.

• Experience with Sec Ops capabilities such as security incident response, vulnerability response, security tool integrations and risk/impact-based prioritization is preferred.

• Experience with ITOM capabilities such as Discovery, Service Mapping, Event Management/AIOps, service health and operational visibility is preferred.

• Experience in architecture governance, design reviews, technical standards, release planning, upgrade assessment, instance…