ServiceNow Senior Solution Designer

Job Description

About the role :

The ServiceNow Solution Designer will be part of an agile team supporting the platform administration squad, building out and / or supporting the implementation of OOB Modules, overseeing custom application design, and configuring 3rd party integrations. Successful candidates will be able to think critically in solving mission critical issues, supporting end to end development of both front-end and back-end development including workflow and custom plug-ins.

The senior developer will be playing a key role in the platform QA to ensure that development standards are adhered to and platform performance is kept stable. The successful candidate will assist in the integration of various external AI systems to support platform applications (ex. Incident & MIM, Change, Problem, and custom applications).

What will you do :

• Lead the development and implementation of complex ServiceNow solutions across modules such as IT Service Management (ITSM), IT Operations Management (ITOM), Third-Party Risk (TPRM), and Security & Vulnerability (VR Enterprise and SIR Enterprise).
• Build and customize ServiceNow applications, including workflows, business rules, client scripts, UI policies, and scripted REST APIs to meet enterprise-level requirements.
• Integrate ServiceNow with external systems, including AI / ML platforms (e.g., TensorFlow, PyTorch, OpenAI, or custom models), to enable intelligent automation, predictive analytics, and natural language processing capabilities.
• Provide integration oversight for all new and existing connections, ensuring alignment with platform standards, security protocols, and operational reliability.
• Mentor junior developers, conduct code reviews, and enforce best practices in ServiceNow development, including performance optimization and security compliance.
• Collaborate with cross-functional teams (e.g., IT, business stakeholders, and AI specialists) to gather requirements, translate them into technical specifications, and deliver scalable, AI-enhanced solutions.
• Develop and maintain AI-driven features such as virtual agents, chatbots with NLP integration, anomaly detection in IT operations, and recommendation engines using ServiceNow’s Virtual Agent, Predictive Intelligence, and IntegrationHub.
• Perform system upgrades, patching, and migrations while ensuring minimal downtime and data integrity.
• Monitor, manage, and optimize platform performance and stability, including instance health, response times, job scheduling, and resource utilization.
• Troubleshoot and resolve high-priority incidents, perform root cause analysis, and implement proactive monitoring with AI-based insights.
• Create technical documentation, including integration maps, performance tuning reports, and AI model deployment guides.
• Stay current with ServiceNow releases (e.g., Washington DC, Xanadu) and emerging AI technologies to propose innovative enhancements.

Duties

What you need to succeed :

What’s in it for you :

Must be able to satisfactorily complete applicable background checks prior to the start date and during employment, in accordance with Sun Life’s policies and practices.