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!

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 manage to HR onboarding to security specific solutions, and beyond.

General Responsibilities:

• Solution Design & Architecture: Design and develop comprehensive ServiceNow solutions that align with business requirements and ITIL/ITSM best practices. This involves defining the overall architecture for ServiceNow modules and ensuring integration with other systems as needed.
• Implementation Oversight: Provide technical leadership in implementing ServiceNow projects, overseeing the configuration and design standards of the platform. This includes guiding internal/external development teams, participating in aspects of the project lifecycle (design, development, testing, deployment), and ensuring solutions meet quality and performance standards.
• Technical Expertise and Support: Serve as a subject matter expert on the ServiceNow platform. This means the institution of technical governance, advocating for best-use of ServiceNow features, troubleshooting and resolving technical issues to maintain smooth platform operations, and evaluating new platform capabilities for applicability in the environment.
• Stakeholder Collaboration: Work closely with business leaders, IT teams, and other stakeholders to gather requirements and translate them into technical solutions. A ServiceNow Solution Architect often facilitates discussions to understand departmental needs and ensure the delivered solution meets customer expectations.
• Documentation & Roadmapping: Develop technical design documents and maintain detailed architecture documentation for the ServiceNow platform. Responsible for planning and maintaining roadmaps that includes coordinating version upgrades or new feature rollouts, ensuring minimal disruption to users.
• Team Leadership & Mentoring: Assist in leading and mentoring a team of ServiceNow developers/administrators. Share best practices, enforce coding standards, and mentor junior team members in effectively using the platform. Strong leadership and communication skills are important here to guide distributed teams and collaborate across departments.
• Continuous Improvement: Research and recommend improvements, keeping up with technological advances in the ServiceNow ecosystem. For example, evaluate new ServiceNow releases and plugins, propose enhancements to optimize workflows, and drive digital transformation initiatives within the IT service management domain. Support the remediation of configurations not aligned with ServiceNow best practices or Hydro One’s defined standards.
• Other: Support the management of licenses, drive standardization and institute technical governance, lead major incidents related to ServiceNow, support the management of outsourced vendors.

• Education: A Bachelor’s degree in Computer Science, Information Systems, or a related discipline. A combination of other education, training with ServiceNow experience will be considered.
• ServiceNow Experience: Significant hands-on experience with the ServiceNow platform is essential for this role. 4+ years of direct ServiceNow experience, including multiple full lifecycle ServiceNow implementations completed. 7+ years’ experience as an IT professional with strong technical background.
• Technical Skills: Expertise in ServiceNow modules and related technologies. This includes familiarity with ITSM processes (Incident, Problem, Change Management), CMDB and asset management (SACM), HR, CSM and SecOps modules. Strong programming/scripting skills are needed including proficiency in JavaScript required. Knowledge of web technologies (HTML, CSS, XML) and integration methods (REST/SOAP web services, APIs, SSO/SAML for single sign-on, etc.) preferred.
• Certifications: Relevant ServiceNow certifications will strengthen the candidate’s profile. For example, ServiceNow Certified System Administrator (CSA), ServiceNow Certified Implementation Specialist (CIS), Certified Application Developer (CAD), Certified Technical Architect (CTA). ITIL Foundation certification is strongly preferred.
• Soft Skills: Excellent communication abilities (written and verbal) to translate technical concepts for non-technical stakeholders and to work with cross-functional teams. Leadership, strategic thinking, and problem-solving skills are important, as the architect will make high-level decisions and guide others. Time management and organizational skills are also valuable, given the need to handle multiple projects or tasks simultaneously.

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: June 30, 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.