ServiceNow Solution Architect

50523 - Toronto - Regular Not Applicable/Optional

Hydro One is proud to be the largest electricity transmission and distribution provider in Ontario, serving nearly 1.5 million customers. We have a long history in the industry with our roots dating back over 110 years to 1906. Since then, we have worked to grow and evolve to meet the changing needs of our customers and communities across Ontario. Today, we’re focused on providing exceptional customer service and ensuring we are building safe communities where we live, work and play.

It’s an exciting time to join the team at Hydro One!

Hydro One is seeking an experienced ServiceNow Solution Architect to support its growing platform.

ServiceNow is an expanding enterprise level platform at Hydro One. With IT Service Management, HR Service Delivery, Customer Service Management, Integrated Risk Management, Security Operations modules currently in place along with a future roadmap to expand ServiceNow capabilities, Hydro One has started building a highly capable internal team of ServiceNow professionals to drive the roadmap and support the platform.

This is an exciting time for Hydro One’s ServiceNow platform; the successful applicant will play a lead role in delivering ServiceNow implementation projects and drive strategic transformation with a focus on improving the overall employee experience from IT service management to HR onboarding to security specific solutions, and beyond. Past ServiceNow implementation experience and ServiceNow certifications considered an asset.

Near-term potential implementation initiatives to include IT Operations Management (ITOM), IT Service Management (ITSM) enhancements, Strategic Portfolio Management (SPM), AI integrations, IT Asset Management (ITAM), service management voice integration.

Significant hands-on experience with the ServiceNow platform is essential for this role. The successful candidate will possess several years of ServiceNow experience including multiple full ServiceNow module implementations, relevant ServiceNow certifications, familiarity with ITSM/ITIL processes, CMDB and asset management (SACM) and experience as an IT professional with strong technical background.

Job Description:

1. Provide consultation and support to internal or external clients and stakeholders regarding ServiceNow technology use, business process design and improvement, technology roadmap and process strategy, and technology product selection. Provide expert advice on the design and implementation of operations of complex information technology systems. Oversee enterprise business architecture implementation an ongoing refinement activities. Maintain up-to-date knowledge of existing and emerging technology through literature reviews, self-study and participation in workshops, user groups, seminars and detailed information exchanges with other utilities.
2. Provide leadership and guidance to teams of professional and technical staff assigned to assist with the development, integration, implementation and operation of information systems, including highly complex systems with enterprise-wide impact. Plan work, coordinate staff activities, advise and provide guidance to staff on technical or business issues, monitor progress and take necessary corrective actions to ensure successful completion of assigned duties. Monitor performance of staff assigned to teams and advise managers on staff performance.
3. Be responsible for the development and maintenance of policies, strategies, standards and elements of architecture for technologies, data and applications used by the company. Review project scope, solution blueprints, process and technical design documentation, test strategies etc. to ensure that the needs of the business are being met. Monitor adherence to business case. Provide expert guidance to others in the application of architectural principles and frameworks.
4. Contribute to multi-party, inter-disciplinary studies. Provide expert knowledge in technology and business process areas or disciplines required by the study groups.
5. Provide leadership and support for the development, deployment, implementation, operation and continuous improvement of business processes across the Company. Assess process requirements through consultation with staff at all levels from across the Company. Work with business stakeholders to define the business solutions and structures needed to realize these opportunities and deploy effective business processes models. Monitor the operation of these processes and recommend improvements that will enhance the overall utilization of ServiceNow.
6. Provide liaison with vendors of software and hardware with respect to both the capabilities of their products and the resolution of problems. Coordinate the activities of vendors in multiple-vendor installations and attempt to influence suppliers towards development activities specifically useful to the Company. Assist in defining and reviewing requirements for the applications.
7. Work with the business to analyze the current business environment to detect critical deficiencies and recommend solutions for the improved use of information technology.
8. Serve as liaison to the business community, to ensure that its needs are fully understood by the project team
9. Ensure and augment the principles of technology strategies. Analyze technology industry and market trends and determine potential impact upon the business services and processes.
10. Design and participate in the governance activities associated with ensuring compliance with the enterprise business architecture. Assess (via appropriate measurement) and communicate the achievement and impact of the enterprise business architecture.
11. Develop relationships with professional organizations, user groups, and industry trade groups to stay current with business information and technology trends.
12. Perform other duties as required.

Selection Criteria:

Education:

• Requires a knowledge of computer science in order to design and implement complex information technology systems, provide business processes and improvements, consulting and support services, strategic planning and consultation on information assets and to develop policies, strategies and plans.
• Requires a good knowledge of English to effectively communicate with others and provide effective presentations and prepare technical reports.This knowledge is considered to be normally acquired through the completion of 4 years of University training (Grade XII plus 5 years).

Experience:

• Requires experience with new and existing information technology products and services to be familiar with the application of their characteristics and capabilities in the design and implementation of various systems. Requires an understanding of business processes, their application.
• Requires experience within the Company's architectures and standards for information technologies, applications and data.
• Requires experience with the operational aspects of the business and the application and requirements of computer technology.
• Requires strong leadership skills to effectively lead, manage and facilitate teams. Requires a thorough understanding of the Company's objectives and how these are to relate to the implementation and use of technology products and solution. A period of over 10 years and up to and including 12 years is considered necessary to gain this experience.

At Hydro One we understand that the success and strength of our business rests with our people. When we develop their skills, we are investing in both their success and ours. To secure the best talent, we seek to create a workforce that reflects the diverse populations of the communities where we live and work and to create a culture based on safety, innovation and inclusiveness.

We are honoured to be recognized by Forbes in its list of Canada’s Best Employers for 2025.

Thank you for considering a career with Hydro One, we welcome applications from all qualified candidates. If you are having difficulty using our online application system and you need an accommodation due to a disability, please email careers@hydroone.com. Hydro One will provide reasonable accommodation for qualified individuals with disabilities in the job application process.

Please note this email is only for accommodation requests. Resumes sent to this email address will not be considered.

"Employer of the year 2025"

Deadline: September 22, 2025

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We thank all applicants for their interest in a career at Hydro One; however, only those candidates who are selected for an interview will be contacted.