We are seeking an experienced Solution Architect – Service Now with 10–15 years of IT experience to own the end-to-end Service Now solution architecture for the BC Hydro account. The ideal candidate will have expert-level experience across ITSM, ITOM, CMDB, Sec Ops, and related Service Now platform capabilities.

This role is responsible for defining architecture, governance, integration strategy, CSDM/CMDB strategy, platform roadmap, upgrade approach, and delivery standards while working with customer stakeholders, delivery teams, technical leads, vendors, and platform administrators.

Key Responsibilities

- Own Service Now solution architecture across ITSM, ITOM, CMDB, Sec Ops and related platform capabilities.
- Assess business requirements and translate them into scalable Service Now solution designs.
- Define architecture principles, CSDM/CMDB strategy, data model, integration patterns, security model, platform governance and upgrade roadmap.
- Lead ITSM architecture for Incident, Problem, Change, Request, Knowledge, Service Catalog, SLA, Major Incident and Reporting.
- Lead ITOM architecture including Discovery, Service Mapping, Event Management, Service Health and CMDB maintenance.
- Define CMDB governance, CI class model, relationship standards,



reconciliation rules and data quality controls.
- Provide Sec Ops solution guidance for Security Incident Response and Vulnerability Response.
- Design integrations using REST/SOAP APIs, MID Server, Integration Hub and enterprise applications.
- Guide technical teams on configuration, scripting, Flow Designer, ATF and platform engineering best practices.
- Perform architecture reviews, release planning, platform governance and continual improvement activities.

Required Qualifications

- 10–15 years of IT experience.
- Expert-level Service Now architecture experience.
- Strong expertise in ITSM, ITOM, CMDB and Sec Ops.
- Hands-on experience with Service Now configuration, scripting, Flow Designer, Integration Hub, MID Server and REST/SOAP integrations.
- Experience with CSDM, CMDB governance, Discovery and Service Mapping.
- Experience designing ITSM processes including Incident, Problem, Change, Request, Knowledge, Catalog and SLA.
- Experience with architecture governance, release planning, upgrades and performance optimization.
- Solid stakeholder management and executive communication skills.
- Utility or regulated enterprise experience preferred.

📌 Solution Architect – ServiceNow (Vancouver)
🏢 PeoplePilot
📍 Vancouver