Lead Service Now and System Engineer-Mars Veterinary Health

Lead Service Now and System Engineer

Support Office - Vancouver, Full time

$ - $

As part of the Mars Petcare family of businesses, Mars Veterinary Health is a global network of veterinary practices made possible by 75,000 Associates who care for millions of pets across nearly 3,000 clinics in more than 20 countries each year. We are committed to leveraging our reach to make a long-term positive impact on people, pets, and the planet and know our Purpose – A BETTER WORLD FOR PETS – starts with the people who care for them.

We strive to offer unparalleled veterinary care for pets by first and foremost enabling and empowering our Associates to do what they love, whether in primary, specialty, and emergency care or management and leadership.

The Lead Service Now and System Engineer is responsible for the overall technical architecture, design, and engineering governance of the Service Now platform across Mars Veterinary Health (MVH), ensuring scalability, performance, security, and alignment with enterprise standards.

This role acts as the technical owner of the platform, leading the design and implementation of solutions while ensuring consistency and quality across all developments. The position is responsible for managing and guiding external engineering resources, including configuration, architecture, and automation functions, ensuring clear separation of responsibilities and adherence to best practices.

Additionally, this role collaborates with technical architecture teams, product teams for IT platforms, application development teams, and third-party providers to ensure alignment with enterprise architecture and delivery standards.

• Define and own the technical architecture of the Service Now platform, ensuring scalability, performance, security, and maintainability.
• Establish and enforce engineering standards, development guidelines, and best practices across all Service Now implementations.
• Lead and manage external Service Now engineering resources, including Configuration Engineers, Solution Architects, and Automation & Integration Engineers, ensuring clear role separation and high-quality delivery.
• Provide technical oversight, code review, and solution validation to ensure consistency and avoid platform fragmentation.
• Partner closely with the Service Now Demand & Delivery Manager to translate prioritized business and IT requirements into scalable technical solutions.
• Collaborate with ITSM Process leadership to ensure alignment between process design and platform implementation.
• Design and oversee complex solutions, including integrations, automation workflows, and cross-system orchestration.
• Ensure effective use of Service Now capabilities, including workflows, APIs, orchestration, and automation features.
• Drive adoption of automation, AI-driven capabilities, chatbot solutions, and self-service models to improve efficiency and reduce manual work.
• Ensure platform capabilities support enterprise goals related to automation and operational scalability.
• Collaborate with technical architecture teams, product teams for IT platforms, application development teams, and third-party providers to ensure alignment with enterprise architecture and integration standards.
• Support multiple business functions including IT, People & Organization (P&O), Finance (S&F), and Commercial teams, ensuring standardized and scalable solutions across a shared Service Now instance.
• Ensure platform stability, performance, and reliability, proactively identifying and addressing risks and technical debt.
• Drive continuous improvement of the platform, including optimization of workflows, configurations, and integrations.
• Provide technical leadership and mentorship, promoting a culture of engineering excellence and accountability.
• Other job duties as assigned.

You Will:

Operating in a highly cross-functional environment, this role partners closely with ITSM Process, Service Desk, Field Support, Infrastructure, Applications, Cybersecurity, PACS & Imaging, and other IT teams, as well as People & Organization (P&O), Finance (S&F), Commercial functions, Mars Global Services, and Strategy & Governance leadership to ensure the…