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About the Role

Provide senior technical leadership, architectural direction, and governance for the design, implementation, integration, and ongoing evolution of the City’s ServiceNow platform. Define and maintain end-to-end ServiceNow architecture across IT Service Management, IT Operations Management, and IT Asset Management. Establish platform architecture standards, integration patterns, development guardrails, and governance controls to ensure scalable, secure, and resilient ServiceNow solutions. Guide the introduction of mobile-enabled services, workflow automation, Virtual Agent, and AI-assisted capabilities. Provide architectural oversight throughout the solution lifecycle, reduce technical debt, and support consistent enterprise service delivery.

Responsibilities

Implement detailed plans and recommend policies/procedures regarding program-specific requirements.
Supervise, motivate, and train assigned staff, ensuring effective teamwork, high standards of work quality, and organizational performance.
Supervise the day-to-day operations of assigned staff, including scheduling, assigning, and reviewing work.
Authorize and coordinate vacation and overtime requests.
Monitor and evaluate staff performance, approve salary increments, hear grievances, and recommend disciplinary action.
Provide input into and administer assigned budget, ensuring expenditures are controlled within approved budget limitations.
Lead, facilitate, and contribute to the design, creation, development, and sustainment of corporate standards for the division.
Be responsible to senior management for all aspects of assigned projects, including charter, plan, schedule, budget, risk, issue, change, resource management, and quality review.
Provide project budget and financial management, including sole source requests, contract negotiations, leasing agreements, business cases, and feasibility/cost-benefit analysis.
Prepare and/or supervise the preparation of formal contractual documents such as RFI/P/Q, SOW, MOU, and SLA.
Provide leadership in the evaluation, selection, and recommendation of technical solutions and professional services.
Manage vendors and contractors in the overall solution delivery process.
Identify and develop divisional/cross-divisional initiatives to produce synergies and economies of scale.
Negotiate with senior management, clients, and stakeholders, often with competing goals.
Provide assessments and recommendations of new technology trends on the effective use, acquisition, and integration of technology.
Identify and analyze current business processes and practices in the context of evolving information architecture and performance measures.
Prepare feasibility studies and recommend overall technical solutions for business initiatives.
Recommend and implement security, privacy, and quality assurance requirements consistent with MFIPPA and corporate/legislated standards.
Recommend, establish, and sustain various project management structures that span one or more levels of government.
Assess and recommend scalable multi-jurisdictional business and technical solutions that meet client and business requirements.
Inform and educate senior managers, business users, and technology peers on technology trends and the effective use of business and technology solutions.

Requirements

Extensive experience providing architecture and technical leadership for complex, enterprise-scale ServiceNow implementations across multiple modules, including ITSM and at least one of ITOM or ITAM.
Extensive experience in designing and governing ServiceNow platform architecture, including CMDB, CSDM, Discovery, Service Mapping, application and integration architecture, data governance, platform security, and technical standards.
Extensive experience designing and implementing enterprise integrations with ServiceNow, including REST or SOAP APIs, IntegrationHub, MID Server, event ingestion, message queues, and identity integrations using technologies such as SSO, SAML, or OAuth.
Extensive experience with ServiceNow development and configuration standards, including JavaScript, Glide APIs, Flow Designer, scoped applications, update sets, source control, Automated Test Framework, CI/CD, and performance optimization.
Valid ServiceNow Certified System Administrator certification, together with at least one of the following current ServiceNow certifications: Certified Application Developer; Certified Implementation Specialist – IT Service Management; Certified Implementation Specialist – IT Operations Management; or Certified Technical Architect or another recognized ServiceNow architect-level certification.
Considerable experience establishing architecture governance, development guardrails, and secure-by-design practices within a large, complex organization.
Considerable experience leading multidisciplinary technical teams and providing architectural oversight to vendors and systems integrators.
Demonstrated ability to translate business requirements into scalable technical solutions.
Demonstrated ability to communicate recommendations to senior technology and business stakeholders.
Post-secondary degree or diploma in computer science, information technology, engineering, business administration, or a related discipline, or an equivalent combination of education and extensive relevant experience.

Skills

ServiceNow
ITSM
ITOM
ITAM
CMDB
CSDM
Discovery
Service Mapping
Application Architecture
Integration Architecture
Data Governance
Platform Security
Technical Standards
REST APIs
SOAP APIs
IntegrationHub
MID Server
Event Ingestion
Message Queues
SSO
SAML
OAuth
JavaScript
Glide APIs
Flow Designer
Scoped Applications
Update Sets
Source Control
Automated Test Framework
CI/CD
Performance Optimization
Architecture Governance
Development Guardrails
Secure-by-Design Practices
Technical Debt Management
Project Management
Vendor Management
Systems Integration
Business Requirements Analysis
Stakeholder Communication

Location

Metro Hall, 55 John Street, Toronto, ON

Work Type

Full-time
Permanent

Experience Level

Senior
Extensive experience
Considerable experience

Education Level

Post-secondary degree or diploma in computer science, information technology, engineering, business administration or a related discipline, or an equivalent combination of education and extensive relevant experience.
ServiceNow Certified System Administrator
ServiceNow Certified Application Developer
ServiceNow Certified Implementation Specialist – IT Service Management
ServiceNow Certified Implementation Specialist – IT Operations Management
ServiceNow Certified Technical Architect or another recognized ServiceNow architect-level certification

Salary/Compensations

$105,241.00 - $160.649.00

About the Company

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve.
The City of Toronto is committed to creating an accessible and inclusive organization.
We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA).
Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs.
Disability-related accommodation during the application process is available upon request.

Equal Opportunity

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve.
We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA).