ITSM Process & Product Architect - Servicenow, Deloitte Global Technology

ITjobs.ca; Halifax; Hybrid; CAD 85,000 - 156,000; Full time

Job summary

A leading company seeks an ITSM Process & Product Architect to innovate IT Service Management using technologies like ServiceNow and AI. The role involves designing processes, collaborating with teams, and influencing technological roadmaps. The ideal candidate has extensive experience in IT Operations and strong communication skills.

Benefits

Mental Health Support

Flexible Spending

Learning Days

Hybrid Work Structure

Qualifications

• 5-7 years in IT Operations processes, 3 years on ServiceNow.
• Experience with hybrid cloud/on-prem solutions.

Responsibilities

• Design innovative IT Service Management processes.
• Collaborate with teams to integrate AI and automation solutions.
• Assess and architect solutions based on client requirements.

Skills

Communication

Automation

AI

Data Governance

Education

ServiceNow Architect Certification

Certified Implementation Specialist

ITIL Certification

Tools

ServiceNow

Dynatrace

Cloud

Job description

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Job Details

• Job Type: Permanent
• Work Model: Hybrid
• Reference code: 127384
• Primary Location: Toronto, ON
• All Available Locations: Edmonton, AB; Halifax, NS; Kitchener, ON; Toronto, ON

Our Purpose

At Deloitte, our Purpose is to make an impact that matters. We exist to inspire and help our people, organizations, communities, and countries to thrive by building a better future. Our work underpins a prosperous society where people can find meaning and opportunity. We build consumer and business confidence, empower organizations to deploy capital creatively, support fair and trusted institutions, and promote sustainable living. As the largest 100% Canadian-owned professional services firm, we are proud to work alongside our clients to make a positive impact for Canadians.

Benefits and Culture

• Many careers in one firm
• Flexible, proactive benefits fostering well-being and connectedness
• Mentoring and on-the-job coaching from deep subject matter experts

About Deloitte Global

Our professionals develop and lead global initiatives, delivering strategic programs and services that unite our organization across disciplines and borders.

What Will Your Typical Day Look Like?

As the ITSM Process & Product Architect, you will work with multidisciplinary teams to architect innovative processes and solutions, focusing on modernizing IT Service Management using technologies like ServiceNow, Dynatrace, Observability, AI, Cloud, Discovery, and more. You will lead efforts to reshape IT Operations, design process, product, and automation solutions, and influence technological roadmaps.

Responsibilities

• Design and innovate in IT Service Management, incorporating Agentic AI, monitoring solutions, and automated workflows
• Assess current processes to identify gaps and architect solutions with technical teams
• Establish guiding principles and standards across Service Strategy, Transition, and Operations
• Leverage platform capabilities and governance to support automation and reduce technical debt
• Collaborate with diverse teams and vendors to integrate AI, ServiceNow, Cloud, and orchestration technologies
• Integrate monitoring solutions into workflows for automation and self-healing
• Analyze client requirements and design technical solutions based on current architecture

About The Team

Deloitte Technology operates at the forefront of technological development, supporting and protecting Deloitte globally by delivering innovative solutions and connecting with clients and communities.

Candidate Profile

• 5-7 years of designing and developing IT Operations processes, with at least 3 years on the ServiceNow platform
• Experience with data governance, automation, and hybrid cloud/on-prem solutions
• Exposure to AI, machine learning, and automation in practice
• Excellent communication skills for varied stakeholders
• Ability to influence multidisciplinary teams in a matrix environment
• Flexible work style, including remote work
• Experience recommending product solutions that integrate with ITSM/ITIL
• Preferred certifications: ServiceNow Architect, Certified Implementation Specialist, ITIL

Total Rewards

Salary range: $85,000 - $156,000, with bonus eligibility. Benefits include mental health support, flexible spending, company closures, learning days, flexible work arrangements, and hybrid work structure.

Our Promise

Deloitte is committed to diversity, inclusion, and belonging. We welcome applications from all qualified candidates, including those with disabilities, Indigenous peoples, and Black communities. For accommodations, contact [e-mail] or [e-mail].

Additional Notes

We acknowledge the traditional, treaty, and unceded territories of Indigenous Peoples across Canada, and commit to respectful, collaborative relationships.