The person will be responsible for leading Service Now technical delivery and application management for the BC Hydro Technology tower, with expert-level hands-on ownership across ITSM, ITOM, CMDB, Sec Ops and related platform capabilities. The role requires strong technical leadership, platform configuration and customization expertise, integration delivery, CMDB/Discovery support, release governance, production issue resolution and coordination with architects, customer stakeholders, offshore teams and vendor support.

Key Accountabilities

- Lead day-to-day technical delivery and support for Service Now ITSM, ITOM, CMDB, Sec Ops and related platform capabilities for the BC Hydro account.
- Translate business requirements, incidents, service requests, problem records and change requests into technical tasks, solution designs and delivery plans.
- Configure and enhance Service Now ITSM processes such as incident, problem, change, request, knowledge, service catalog, SLA, major incident and reporting capabilities.
- Lead technical implementation for ITOM capabilities such as Discovery, Service Mapping, event integrations, service health and operational visibility as applicable.
- Support CMDB governance and data quality by working on CI classes, relationships, reconciliation, identification rules, data certification and integrations with upstream/downstream systems.
- Provide technical support for Sec Ops capabilities such as security incident response, vulnerability response, remediation workflows and integrations where applicable.
- Design, develop and review Service Now configurations, scripts, Flow Designer flows, workflows, business rules, script includes, client scripts, UI policies, ACLs and scheduled jobs.
- Lead integrations using REST/SOAP APIs, Integration Hub, MID Server, event sources, monitoring/security tools and enterprise application interfaces.
- Guide developers and administrators on platform best practices, code/configuration quality, peer reviews,



testing, deployment and operational documentation.
- Troubleshoot platform, integration, workflow, CMDB, Discovery, service mapping, performance and access/security issues, and drive root cause analysis and permanent fixes.
- Participate in release planning, change implementation, upgrade validation, Automated Test Framework execution and post-production support.
- Prepare and maintain technical design documents, SOPs, runbooks, deployment guides, release notes, knowledge articles and support handover documents.

Experience required

- Good communication skills with ability to work with customer stakeholders, solution architects, service owners, technical leads, developers and support teams.
- Minimum 10-15 years of IT experience with strong Service Now technical delivery, development, enhancement and managed services support experience.
- Expert-level hands-on experience across Service Now ITSM, ITOM, CMDB and Sec Ops modules with ability to lead technical delivery independently.
- Robust Service Now platform development/configuration experience including scripting, business rules, script includes, client scripts, UI policies, ACLs, Flow Designer and Workflow.
- Experience in ITSM process implementation and support including incident, problem, change, request, catalog, knowledge, SLA, reporting and service operations workflows.
- Experience with ITOM capabilities such as Discovery, Service Mapping, Event Management/AIOps, service health and operational visibility is preferred.
- Experience supporting CMDB, CSDM concepts, CI relationships, reconciliation,



data quality, data imports and integration-driven CMDB updates.
- Experience with Sec Ops capabilities such as security incident response, vulnerability response, security tool integrations and remediation workflows is preferred.
- Strong integration experience using REST/SOAP APIs, Integration Hub, MID Server, import sets, transform maps and event-based integrations.
- Experience in release management, Service Now upgrades, ATF, regression testing, source control, platform health and production support.
- Experience in utility, regulated enterprise, SaaS governance or managed services environments is preferred.

Technical Skills

- Service Now ITSM, ITOM, CMDB, Sec Ops and platform technical leadership.
- Incident, problem, change, request, service catalog, knowledge, SLA, major incident and operational reporting configuration.
- Discovery, Service Mapping, Event Management / AIOps, CMDB population and operational visibility concepts.
- CSDM, CMDB governance, CI classes, relationships, reconciliation, identification rules, data certification and data quality controls.
- Service Now Sec Ops: security incident response, vulnerability response, remediation workflows and security tool integration awareness.
- Service Now scripting: Business Rules, Script Includes, Client Scripts, UI Policies, UI Actions, ACLs, Scheduled Jobs, Flow Designer and Workflow.
- Integration Hub, MID Server, REST/SOAP APIs, import sets, transform maps, web services and enterprise integration patterns.
- Service Portal / Workspace / UI Builder awareness, roles/groups, ACLs, platform security and user access troubleshooting.
- Automated Test Framework, upgrade validation, platform health, performance tuning, release management and technical debt remediation.
- ITIL, Agile delivery, Dev Ops integrations, Jira/Azure Dev Ops/Git awareness and managed services operations.

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📌 Technical Lead – ServiceNow (Vancouver)
🏢 Tekshapers
📍 Vancouver