ServiceNow Solution Architect

Requisition ID: 47098

Organization

Vancouver is consistently ranked as one of the world’s most liveable and environmentally sustainable cities. Recognized among BC’s Top Employers and Canada’s Greenest Employers, the City of Vancouver is seeking colleagues who can help advance our core commitments to exceptional public service, sustainability, equity, and an outstanding quality of life for all residents.

With a strong commitment to being a City of Reconciliation, we invite you to join our dedicated team and become part of an innovative, inclusive, and engaging workplace. A career with the City of Vancouver and within the broader public service, offers meaningful work where you play a key role in ensuring equitable access to services, upholding ethical governance, and supporting the needs of citizens with integrity and dedication.

Main Purpose and Function The ServiceNow Solution Architect provides expertise on ServiceNow’s Now Platform, and enables the maximisation of value delivery on ServiceNow to accelerate service modernization. In addition, the position accelerates AI adoption and supports the delivery of enterprise capabilities. The ServiceNow Solution Architect utilises expertise with an array of modules including ITSM, ITOM, CSM and the CMDB, as well as web services and integrations (REST/SOAP). The position is responsible for scripting and ACL configuration. The Solution Architect helps support, plan and lead implementations of enterprise, business, application and technology initiatives on the ServiceNow platform. Working in partnership with Enterprise Architecture and technical delivery teams, the Solution Architect provides support to enterprise-level business functions. The Solution Architect applies the latest ServiceNow enablement strategies, blueprints, and standards into their solutions and designs as they support business and technology projects. The position has access to confidential information. It also makes recommendations for changes to systems and processes that may impact financial and operational areas as well as staffing workloads and levels, working conditions, and changes in positions.

Specific Duties/Responsibilities • Responsible for platform governance, focusing on the promotion of “upgrade-safe” configurations and ensuring adherence to out-of-the-box logic over excessive customization • Designs and consults on integrations with third-party systems using REST/SOAP APIs, WorkFlow Data Fabric and MID servers • Develops and validates architecture patterns and technical approaches on the ServiceNow platform that solve complex service management business problems in an evolving ecosystem. • Leads targeted proof-of-concept initiatives on using ITSM, CSM, ITOM, SPM, the CMDB and the core Now Platform to accelerate capability delivery, and contribute to efforts related to complex data migrations etc. • Collaborates with stakeholders to define solutions. • Researches, evaluates and recommends new tools and methodologies for development of business applications with a particular focus on staying current with AI • Validates, refines and expands a scalable, mature ITIL-centric model for service management and the delivery of enterprise capabilities. o Verifies assumptions: utilizes subject matter experts to improve and further define the solution in service of the business problem o Uses requirements to develop well-formulated models of solution components and integrations o Communicates ideas effectively through solution architecture diagrams and documents • Consults with customers to understand their requirements o Probes and listens for information, influence people, facilitate consensus building, synthesize and translate ideas into actionable requirements, articulate those ideas to others o Identifies use or purpose, constraints, risks, etc. o Participates in the discovery and documentation of the business scenarios driving the solution • Manages architecture o Represents architecture and issues during development and decision points o Acts as an "agent of change", communicating the need to implement the architecture o Continuously fosters the sharing of business unit, architecture, and technical information across the organization • Creates a useful model o Uses requirements and develops well-formulated models of the components of the solution; augments the models as necessary; uses models and multiple views to communicate ideas effectively o Identifies and leverages opportunities, uses building blocks, and liaises between the functional groups to realize opportunities • Provides technical assistance to platform upgrades, patch management, continuous optimization of instance performance, and implementation of other modules, including integration to other applications • Develops technical implementation plans, including scope, budget, and schedule for projects and initiatives • Guides best practices related to incident, problem, change, knowledge and request management. • Contributes to strategic planning of delivery on the ServiceNow platform, deployments and the road map • Participates in the development of IT specifications, budgeting estimates for capital and operating requests, procurement processes, and contract negotiation • Has access to highly sensitive and business critical data from all City departments (e.g. taxes and utilities owing, parking tickets outstanding, and vendor pricing) • Other duties/responsibilities as assigned