Solutions Architect (ServiceNow)

Position Description:

Lead the successful delivery of strategic initiatives at the heart of a dynamic, innovation-driven organization!

CGI Sherbrooke is looking for a Solution Architect to join our team and contribute to the implementation, evolution, and governance of a strategic ServiceNow platform for our clients. This role is part of a multidisciplinary team that includes senior ServiceNow developers, a business analyst, and a QA analyst. In this position, you will be responsible for guiding solution direction, ensuring overall architectural consistency, and supporting the delivery of features related to citizen requests, internal services, ITSM processes, integrations, and specialized modules such as PSDS.

As a Solution Architect, you will work in a digital transformation environment where architectural quality, user experience, alignment with ServiceNow best practices, functional and technical rigor, and the ability to support client teams are top priorities. You will serve as the overall architect of the ServiceNow solution and the primary point of reference for both clients and the delivery team. If you are comfortable leading architecture discussions, engaging in functional analysis, validating solution designs, ensuring development quality, overseeing integrations, promoting out-of-the-box (OOTB) governance, and mentoring ServiceNow team members, CGI offers you an exciting opportunity to make a tangible impact on the success of our clients.

Work Model: Hybrid
Location: Sherbrooke

Your future duties and responsibilities:

• Act as the lead architect for our clients’ entire ServiceNow solution
• Define, document, and evolve the target architecture of the platform
• Guide configuration and development decisions by promoting ServiceNow best practices and standard OOTB capabilities
• Participate in the implementation of ServiceNow modules, including ITSM, CSM, PSDS, ITOM, SPM, App Engine, and IntegrationHub, according to the roadmap
• Support the configuration of processes related to incidents, requests, service catalogs, workspaces, forms, portals, and workflows
• Assist in implementing processes related to citizen and internal service requests
• Lead architecture discussions concerning integrations with our clients’ internal and external systems
• Define guiding principles for integrations, data exchange, security, governance, and performance
• Support business analysts in clarifying requirements and writing user stories aligned with ServiceNow capabilities
• Validate functional analyses, technical designs, and solutions proposed by developers
• Contribute to a technical review committee to ensure solution quality, consistency, and maintainability
• Mentor and coach developers, administrators, and analysts working on the platform
• Support the QA team in validating functional, technical, and end-to-end test cases
• Plan platform upgrades, review HealthScan results, and recommend necessary corrective actions
• Contribute to functional, technical, architectural, and operational documentation
• Stay current with ServiceNow technologies and contribute to the continuous improvement of the platform

Required qualifications to be successful in this role:

Technical Expertise
• Bachelor’s degree in Computer Science, Software Engineering, Industrial Engineering, or equivalent experience
• Minimum 8 years of relevant experience in information technology, digital transformation, or enterprise solution implementation
• Minimum 5 years of hands-on experience with the ServiceNow platform
• Significant experience as a ServiceNow Architect, Lead Technical Expert, Principal Consultant, or Senior ServiceNow Functional Analyst
• Strong experience with ITSM, including incident management, request management, service catalogs, service portals, forms, workflows, and workspaces
• Good knowledge of CSM and/or PSDS, or demonstrated ability to guide solutions in citizen services, public services, or external service environments
• Knowledge of PSDS is considered a major asset
• Knowledge of ITOM, SPM, App Engine, IntegrationHub, Service Portal, or UI Builder is considered an asset
• Experience with ServiceNow configuration and a strong understanding of the technical impacts of functional decisions
• Experience designing portals, forms, workflows, workspaces, and cross-functional processes
• Experience integrating systems, APIs, web services, directories, authentication mechanisms, and data exchanges
• Ability to gather business requirements, structure them into clear specifications, and support development teams
• Experience validating test cases, planning upgrades, conducting quality reviews, and driving continuous improvement within a ServiceNow platform
• Ability to work in complex environments involving multiple business stakeholders, IT teams, and vendors.
• Experience in the public sector, parapublic organizations, municipal government, transportation, construction, or corporate services is considered an asset
• ServiceNow certifications, including Certified System Administrator (CSA), Certified Implementation Specialist (CIS), Certified Application Developer (CAD), or certifications related to ITSM, CSM, or PSDS modules, are considered a significant asset

Your profile
• Strong technical and functional leadership
• Excellent analytical, synthesis, and communication skills
• Ability to challenge requirements while maintaining a collaborative relationship with clients
• Strong focus on best practices, simplicity, quality, and business value
• Rigorous approach to documentation, validation, and solution governance
• Self-motivated, proactive, and accountable
• Ability to mentor, coach, and develop members of a ServiceNow team
• Excellent communication skills with technical, functional, and executive audiences
• Ability to work effectively in an agile, multidisciplinary environment
• Solution-oriented mindset focused on continuous improvement and client satisfaction
• Strong interest in technology and a passion for the evolving ServiceNow ecosystem

Location: Montreal
Work mode: Hybrid

CGI is providing a reasonable estimate of the pay range for this role. The determination of this range includes factors such as skill set level, geographic market, experience and training, and licenses and certifications. Compensation decisions depend on the facts and circumstances of each case. A reasonable estimate of the current range is 80 $ et $. This role is an existing vacancy.

#LI-AL10

Use of the term ‘architect’ in this job posting refers to the technical sense related to Information Technology (IT) and does not imply that the individual practices architecture or possesses the requisite license as prescribed by the applicable provincial or territorial architect regulator. We are seeking individuals with expertise in IT architect-related functions, but licensure from an architect regulator is not a prerequisite for this position. Architecture is a regulated profession in Canada which is restricted in terms of use of titles and designation.

Skills:

• Analytical Thinking
• Communication
• French
• ServiceNow
• Solutions Architecture
• System Administration