Business Systems Consultant & Architect (ServiceNow)Job ID:60620Job Category:Information & TechnologyJob Type & Duration:Full-time, Temporary (12 months) VacancySalary Range:$103,431.00 - $141,247.00Hiring Zone:$116,069- $125,843Shift Information:Monday to Friday, 35 hours per weekAffiliation:Non-UnionNumber of Positions Open:1Posting Period:14-Apr-2026 to 28-Apr-2026ResponsibilitiesDirect oversight and implementation of strategic initiatives, initially focusing on ServiceNow’s APM component with potential expansion to other modules.Engage in solution analysis, formulation, and advising managers on programs and services at strategic and operational levels.Deliver innovative, resourceful solutions, analyze complex priorities, and provide pragmatic and objective support.Develop timely artifacts such as planning materials, work plans, reports, briefing notes, and presentations for stakeholders.Lead design, development, and optimization of ServiceNow process workflows, including end‑to‑end mapping, configuration, testing, validation, and documentation.Collaborate with stakeholders to translate requirements into efficient, scalable workflows and liaise between development, operations, and business teams.Advisory on application rationalisation and technology enablement to improve performance, reduce risks, and optimise investments.Define and document business and technical problems, capability mapping, business drivers, and licensing models.Participate in requirement definition, process and procedure delineation for application portfolio management strategies.Facilitate risk assessment and mitigation for IT service delivery to ensure business continuity and resilience.Lead application portfolio management processes in line with ITIL best practices and capture insights, lessons learned, and best practices.Assess current state, define target state, and prepare a roadmap to the target state.General Solution ImplementationCollaborate with stakeholders for future state process mapping and ensure alignment with organizational objectives.Leverage knowledge of business systems technologies to provide leadership in identification and evaluation of technology options.Analytical and problem‑solving skills to assess business priorities and needs; analyze and troubleshoot complex issues with recommendations.Evaluate business and technical design alternatives.Propose cost‑effective solutions that improve program/service delivery.Establish use cases and traceability matrices based on requirements.Build metrics and reporting in support of current and future mode of operations key performance indicators (KPIs).Bridge between Technology Services Division and customers, leading client meetings and workshops.Lead discussions with development team to translate business requirements into system requirements.Discuss development and operational recommendations in clear non‑technical terms.Create project reports, presentations, business cases, and systems documentation.Provide input into RFC/RFI/RFP and negotiation of contracts.Deliver presentations to development teams and client audiences.Develop and maintain documentation for configurations, processes, procedures for knowledge sharing and training.Quickly gain knowledge in new areas and become a productive contributor.Develop ongoing positive working relationships within Technology Services and with client and partner divisions.Foster collaboration and service excellence in cross‑functional teams, act as a trusted advisor to senior leadership.Build cooperative relationships with City stakeholders and senior management.Foster and manage external partner relationships and manage large, complex contracts to deliver transformation programs.Culture and Team LeadershipCultivate unity and focus on excellent customer service and experience.Build high performance and resilience through trust, transparency, and respect.Encourage creativity and innovation by welcoming diverse perspectives, promoting healthy debate, and questioning the status quo.Respect others' ideas and create a sense of independence and ownership.Key QualificationsExtensive experience as a Sr. Technical Product Owner or Sr. Business Solution Architect delivering enterprise‑wide implementations with a customer‑first approach.Extensive experience in enterprise IT delivery focusing on ServiceNow solutions that enhance cybersecurity, compliance, and operational efficiencies.Extensive experience in enterprise IT delivery principles.Experience with Agile delivery and successful large‑scale rollouts of ServiceNow solutions, including data ingestion, integration, role‑based permissions, security, and change management.Experience with analytics and metrics, including defining and measuring KPIs and performance metrics to assess project success.Demonstrated expertise in leading high‑visibility projects,



including strategic customer programs from inception to successful rollout and beyond.Proficiency in conducting comprehensive business process mapping to analyze, document, and optimise end‑to‑end workflows, ensuring alignment with organizational goals.Strong expertise in Organizational Change Management (OCM), including designing and executing OCM strategies, stakeholder engagement, and change impact analysis.ITIL 4 certification is an asset.High degree of business acumen with the ability to communicate technical information to non‑technical audiences effectively.Ability to develop and execute change management plans, including creating communication strategies, training programs, and user adoption metrics to ensure successful transitions.Strong documentation and presentation skills, including creative thinking and a willingness to work hands‑on to deliver impactful outcomes.Certifications in ServiceNow, with relevant experience in configuration and integration across IT infrastructure is an asset.Strategic influence across organizational levels: Proven ability to consult and influence across all organizational levels, from technical teams to executive stakeholders, to ensure ServiceNow solutions align with strategic goals.Documentation and creative problem‑solving skills: High proficiency in creating detailed documentation and standard operating procedures, alongside a creative approach to problem‑solving to support innovative ServiceNow configurations.Adaptability in dynamic environments: Experienced in quickly transitioning between low‑level technical execution and high‑level strategic thinking, ensuring ServiceNow deployments meet evolving business requirements.Data analysis and decision‑making expertise: Ability to gather and analyze data to make informed decisions regarding ServiceNow implementations and optimisations.Commitment to backlog management and requirement gathering: Consistently maintains and prioritises the business backlog for ServiceNow development, ensuring clear alignment with stakeholders on dependencies and options.Equity, Diversity and Inclusion The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity.#J-18808-Ljbffr

📌 Business Systems Consultant & Architect (Servicenow) - $103,431 - $141,247 A Year (Toronto)
🏢 The City
📍 Toronto