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Job Description: Job Title: ServiceNow Technical Architect - ITSM / ITAM
Location: Calgary, AB
Work Style: Hybrid
Required Skills: Digital : ServiceNow_IT Service Management~ServiceNow_ITAM (IT Asset Management)~ServiceNow Experience Required: 6-8 Years
Specializations
ServiceNow Certified Technical Architect (CTA) | CIS ITSM| CIS ITAM| Integrations| CMDB| HRSD. Service Now ITAM (IT Asset Management)| Digital Service Now IT Service Management
The ServiceNow Certified Technical Architect (CTA) is responsible for defining, designing, and governing complex ServiceNow platform solutions aligned with enterprise architecture, business objectives, and best practices. This role provides strategic technical leadership across IT Service Management (ITSM), IT Asset Management (ITAM), CMDB, Integrations, and HR Service Delivery (HRSD) while ensuring platform scalability, security, and long-term maintainability.
The CTA acts as a trusted advisor to stakeholders, delivery teams, and leadership, translating business requirements into robust ServiceNow architectures and guiding successful enterprise implementations.
Key Responsibilities
Architecture & Design
• 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.
ServiceNow ITSM & Digital Service Management
• 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.
IT Asset Management (ITAM)
• 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.
CMDB & Service Mapping
• 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.
Integrations
• 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.
HR Service Delivery (HRSD)
• 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.
Leadership & Governance
• 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.
________________________________________
Required Skills & Qualifications
• 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
________________________________________
Preferred Experience
• 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
________________________________________
Key Competencies
• 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
