Under the direction of the Manager, provides technical leadership on a broad spectrum of initiatives within the ServiceNow Platform. As such it has far reaching implications to the organization.

The ServiceNow Platform Architect creates, manages, and ensures compliance on an enterprise-wide architectural vision and framework for the ServiceNow platform to ensure enduring success. This role is a subject matter expert and provides expert technical advice and guidance for all ServiceNow core instances and associated modules to all I & IT teams and business units leveraging the platform and any Application Managed Services (AMS) providers supporting any core instance. 

Functional/Technical

·      Drive standardization and best practice platform management to maintain ServiceNow platform and architecture model.

·      Institute technical governance to optimize platform performance and minimize technical risk across the platform and solutions leveraging the platform.

·      Identify ServiceNow platform solution options, define ServiceNow solution requirements, determine and define integration requirements.

·      Support remediation of configurations not aligned to ServiceNow best practices.

·      Enable rapid upgrades and support innovation that drives new value.

·      Evaluate, assess upstream and downstream impacts of new features and enhancements before implementation.

·      Provide technical leadership to I&IT projects.

·      Validate and confirm that the product design, configuration/development artifacts, and quality control results meet the expectations of I&IT stakeholders and business users who use the product.

·      Make technical decisions and document them in Architecture Decision Records (ADRs), including technology product details, integration patterns to be used, and solution topology.

·      Consult, inform and align with business and technology stakeholders. Create the ServiceNow product roadmap and technology plans, ensuring alignment of plans and schedules with Product Integration plans and schedules.

·      Create, distribute, refine and maintain architecture artifacts conforming to the Metrolinx Enterprise Systems Engineering (ESE) standards and guidelines.

·      Provide technical leadership and guidance to Solution Architects (whether internal or from vendors). Check the artifacts created by SAs and other technical roles for quality and adherence to Metrolinx standards and expected level of quality and coverage.

·      Optimize instance subscription and utilization and module subscriptions. Ensure the right solution and licensing to achieve the desired business capabilities.

·      Support various current and future infrastructure services, products, technologies, and back/front-office projects using the ServiceNow platform.

·      Provide day-to-day architectural support of all ServiceNow instances to ensure optimal configuration and performance This includes all integrations.

·      Provide support as needed in the analysis, troubleshooting, and resolving of reported issues in ServiceNow.

·      Participate in Scrum and Agile methodologies in developing ServiceNow.

·      Support engagement efforts for process definition, re-engineering, improvement, and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders.

·      Work with IT and the business to understand business requirements and, where applicable, advise on the configuration and development of modules to meet customers' business outcomes and requirements.

·      Work with the customer to ensure the configuration of ServiceNow meets their overall requirements.

·      Keeps up to date with industry trends and new ServiceNow offerings to enhance the usability of the ServiceNow Platform.

·      Create overall technical architecture, including design documentation and process flows, for ServiceNow implementations that align with customer business requirements.

·      Establish architecture standards and provide guidance to the project team on the technical design documents format and content.

·      Evaluate new features in ServiceNow releases and build business cases around suitability/applicability with current environment.

·      Collaborate with the Engagement Managers team on the projects estimates and solution approach.

·      Keep up-to-date on ServiceNow functionality and make recommendations on how the new features can be used to enhance business processes.

Act as a subject matter expert on ServiceNow platform and design technical solutions, including integrations with external systems.

Customer/Stakeholder

·      Communicates and provides support to both internal and external clients to enhance and achieve organizational goals.

·      Liaises with internal departments regarding operational issues or improvements and provides subject matter expertise to management team on as required.

·      Works with staff at all levels to exchange information, coordinate efforts, and resolve issues.

·      Collaborates with other outreach/stakeholder relations functions across Metrolinx to ensure alignment of activities and other ongoing initiatives.

Operational Excellence

·      Creates a culture of continuous improvement to ensure high quality service standards and timely delivery are achieved. Ensures projects and initiatives are delivered on time and within budget

·      Develops service levels, setting performance targets and measures, and regular reporting protocols.

·      Fosters a safe and healthy work environment; ensures project teams, contractors and trades comply with health, safety and environmental standards that meet or exceed legislated requirements.

·      Establishes and maintains quality control and assurance on assigned projects; ensures deficiencies are addressed immediately and minimizes corporate liability by working with internal stakeholders to identify and manage risk and resolve escalating issues.

·      Recommends process, standards or policy changes for continuous improvement and to advance excellence in corporate project management practices.

·      Drives innovation by reviewing and analyzing processes to identify gaps and opportunities for improvement.

·      Keeps up to date on emerging trends, behaviors and industry best practices by researching, developing, and maintaining awareness of industry best practices.

Financial Stewardship

·      Assesses and determines required workforce planning requirements to perform and maintain service levels, identifies budget constraints and overall impact on financial resources.

·      Prepares and monitors the ServiceNow platform roadmap and associated budget

·      Monitors progress to ensure that planning objectives are delivered on time and within budget, and that anticipated business results are achieved; able to explain off-plan overages and exceptions.

·      Establishes processes, controls and measures to ensure appropriate expense allocation, cost management, and overall fiscal responsibility.

People Leadership

·      Creates a working environment that is aligned with the organization’s desire to be a “best company to work for”, ensuring that people resources possess the required skills, are properly aligned, and are provided with the resources to do the job.

·      Develops and maintains an environment of positive collaboration through strong working relationships and linkages between business units and departments; and between Metrolinx and others.

Does not have direct reports, but indirectly guides the work and deliverables for all other architects (such as solution, systems, network, security architects) assigned to the project (e.g. defines artifacts required, level of detail and other expectations); delivers timely feedback to ensure a cohesive operational unit and the optimum use of team skills; monitors work assignments to ensure adherence to timelines; monitors the achievement of objectives; develops and implements action plans to address performance gaps.

Education     Completion of a university degree in Computer Science or Computer Engineering, or a related discipline – or a combination of education, training and experience deemed equivalent.

Experience    Minimum 5 years’ experience in a technical leadership role for the ServiceNow Platform (e.g. solution architect, technical lead) including on large complexity projects. Past hands-on experience working with functional business leaders, developing out-come focused roadmaps and leading large program architecture and design.

Certifications or Designations Certified Technical Architect (CTA)

Must Haves:

No must haves identified by the hiring manager. Skills are identified in the job description.

Location: Hybrid - 2 days onsite per week

Public Sector Experience: Not required