ServiceNow Technical Architect – ITSM / ITAM
Astra North Infoteck Inc.
- Calgary, AB
- Permanent
- Temps-plein
- Lead end-to-end architecture design for ServiceNow implementations across ITSM, ITAM, HRSD, CMDB, and digital workflows.
- Define technical standards, architectural patterns, data models, and integration strategies.
- Ensure alignment with ServiceNow out of the box capabilities and avoid unnecessary customization.
- Provide architectural governance and design reviews for enhancements and new use cases.
- Architect and implement ITSM modules including Incident, Problem, Change, Request, Knowledge, and Service Catalog.
- Enable Digital Service Management through portal design, automation, self-service, and workflow optimization.
- Drive service reliability, performance optimization, and SLA/OLA alignment.
- Design and implement ITAM solutions (HAM, SAM, lifecycle management, compliance, reconciliation).
- Integrate asset data with CMDB, procurement systems, and discovery tools.
- Ensure license compliance, accurate reporting, and cost optimization strategies.
- Define CMDB architecture, CI classes, relationships, and data governance.
- Establish CMDB health metrics (completeness, correctness, compliance).
- Oversee discovery, service mapping, and data ingestion processes.
- Ensure CMDB alignment with ITSM and ITOM workflows.
- Architect and oversee integrations using REST/SOAP APIs, MID Server, IntegrationHub, and third-party connectors.
- Ensure secure, scalable, and performant data exchange with enterprise systems (ERP, HR, monitoring, procurement).
- Define error handling, logging, and performance monitoring strategies.
- Design HRSD solutions supporting employee lifecycle processes, HR case management, and knowledge.
- Ensure data privacy, role-based access, and compliance with regional regulations.
- Align HR workflows with digital employee experience initiatives.
- Act as the primary technical authority and escalation point for ServiceNow initiatives.
- Mentor developers, architects, and delivery teams.
- Collaborate with business leaders, process owners, and platform owners.
- Support pre-sales activities, solution estimations, and technical proposals when required.
- ServiceNow Certified Technical Architect (CTA) – Mandatory
- ServiceNow CIS – ITSM
- ServiceNow CIS – ITAM
- Strong experience with CMDB design, governance, and service mapping
- Deep understanding of ServiceNow integration frameworks
- Hands-on expertise with Flow Designer, IntegrationHub, and scripting (JavaScript)
- Strong knowledge of ServiceNow security, roles, ACLs, and performance optimization
- Experience delivering large-scale enterprise or global ServiceNow programs
- Experience with complex, multi-instance or multi-region ServiceNow deployments
- Exposure to ITOM, Discovery, or Performance Analytics
- Experience working in regulated or compliance-driven environments
- Consulting or client-facing experience
- Enterprise architecture mindset
- Strong analytical and problem-solving skills
- Excellent stakeholder communication and documentation skills
- Ability to balance business needs with platform best practices
- Leadership, mentorship, and decision-making capability