Job Title: Solution Architect – Service

Now (ITSM, ITOM, CMDB, Sec

Ops) Location: Vancouver, BC (Onsite) Salary: $120,000 – $130,000 annually Experience: 10–15 Years Job Description We are seeking an experienced Solution Architect – Service

Now with expert-level knowledge of the Service

Now platform, including ITSM, ITOM, CMDB, Sec

Ops, integrations, governance, and platform architecture .

The successful candidate will be responsible for end-to-end Service

Now solution architecture for the BC Hydro account, providing expert ownership across Service

Now capabilities.

This role will define architecture, governance, integration strategy, data models, platform roadmap, upgrade approaches, and delivery standards while collaborating with customer stakeholders, technical teams, vendors, and platform administrators.

Roles and Responsibilities: Own Service

Now solution architecture across ITSM, ITOM, CMDB, Sec

Ops, and related Service

Now platform capabilities.

Assess business requirements, application management scope, enhancement demands, operational challenges, and customer objectives to create scalable Service

Now solution designs.

Define and govern Service

Now architecture principles, CSDM/CMDB strategy, data models, integration patterns, security models, platform governance, and upgrade roadmaps.

Lead architecture design for ITSM processes including incident, problem, change, request, knowledge, service catalog, SLA, major incident, and reporting capabilities.

Lead ITOM architecture involving Discovery, Service Mapping, event and alert integrations, service health, operational visibility, and CMDB population and maintenance patterns.

Define CMDB governance, CI class models, relationship standards, reconciliation rules, data quality controls, ownership models, and integration strategies.

Provide Sec

Ops solution guidance for security incident response, vulnerability response, threat/vulnerability prioritization workflows, integrations, and risk-based remediation processes.

Design integrations between Service





Now and enterprise applications using REST/SOAP APIs, MID Server, Integration

Hub, event sources, monitoring tools, identity platforms, Dev

Ops tools, and reporting platforms.

Guide technical leads and developers on configuration, customization, scripting, workflows, Flow Designer, ATF, and platform engineering best practices.

Perform architectural reviews for enhancements, defect fixes, releases, and platform changes to ensure maintainability, performance, security, compliance, and upgrade readiness.

Collaborate with customer stakeholders to define platform roadmaps, governance forums, demand prioritization, release cadence, technical debt remediation, and continuous improvement opportunities.

Support proposals, estimation, transition activities, knowledge transfer, risk analysis, dependency management, and delivery quality assurance for Service

Now workstreams.

Experience Required: 10–15 years of IT experience with strong expert-level Service

Now architecture, implementation, enhancement, and application management experience.

Strong architecture experience across Service

Now ITSM, ITOM, CMDB, and Sec

Ops modules with the ability to design integrated enterprise workflows.

Hands-on experience with Service

Now platform configuration, scripting, Flow Designer, Integration

Hub, MID Server, REST/SOAP integrations, and Service Portal/Workspace concepts.

Experience defining CSDM-aligned CMDB design, Discovery, Service Mapping, CI lifecycle, reconciliation, data certification, and CMDB governance processes.

Experience with ITSM process design including incident, problem, change, request, catalog, knowledge, SLA, reporting, and service operations workflows.

Experience with Sec





Ops capabilities such as security incident response, vulnerability response, security tool integrations, and risk-based prioritization is preferred.

Experience with ITOM capabilities such as Discovery, Service Mapping, Event Management/AIOps, service health, and operational visibility is preferred.

Experience in architecture governance, design reviews, technical standards, release planning, upgrade assessments, instance health, and performance optimization.

Experience with Service

Now Agile Development, ATF, Dev

Ops integrations, source control, platform testing, and release management is preferred.

Experience in a utility, regulated enterprise, SaaS governance, or managed services environment is preferred.

Robust executive communication skills with the ability to engage customer stakeholders, tower leads, architects, service owners, and delivery leadership.

Technical Skills: Service

Now ITSM, ITOM, CMDB, Sec

Ops, and platform architecture CSDM, CMDB governance, Discovery, Service Mapping, Event Management/AIOps, and Service Graph concepts Incident, problem, change, request, catalog, knowledge, SLA, major incident, reporting, and service operations process design Security Incident Response, Vulnerability Response, threat/vulnerability workflows, risk context, and security tool integration awareness Service

Now scripting: Business Rules, Script Includes, Client Scripts, UI Policies, Scheduled Jobs, Flow Designer, and Workflow concepts Integration

Hub, MID Server, REST/SOAP APIs, web services, event integrations, and enterprise integration patterns Workspace/Service Portal concepts, UI Builder awareness, ACLs, roles, groups, data policies, and platform security Automated Test Framework, Service

Now upgrade planning, instance health, performance tuning, release management, and technical debt management Agile delivery, Dev

Ops toolchain integration, Jira/Azure Dev

Ops/Git awareness, and managed services operations ITIL, ITSM governance, service management metrics, operational reporting, compliance, and audit support

📌 Solution Architect – ServiceNow (ITSM, ITOM, CMDB, SecOps) (Vancouver)
🏢 Staffmax Staffing & Recruiting
📍 Vancouver