Senior ServiceNow Solution Architect

Intello Technologies Inc.; Toronto; Hybrid; CAD 95,000 - 143,000; Full time

Job summary

Join a leading technology solutions provider as a ServiceNow Developer & Solution Architect in Toronto. This role focuses on designing scalable solutions for telecom service delivery, leading platform upgrades, and ensuring integration with enterprise systems. Ideal candidates will have a strong background in ServiceNow and telecom systems, along with relevant certifications.

Benefits

Comprehensive total rewards package

Minimum 3 weeks of vacation

Flexible benefits plan

Generous company matched pension

Career growth and learning opportunities

Qualifications

• 5–7 years of ServiceNow experience in architecture and development.
• ServiceNow certifications: CSA, CAD, CIS-ITSM, CIS-CSM.
• Experience with telecom systems integrations.

Responsibilities

• Design and implement ServiceNow modules: ITSM, CSM, ITOM.
• Lead platform upgrades with minimal disruption.
• Architect integrations between ServiceNow and enterprise systems.

Skills

ServiceNow architecture

Integration design

Data integration

Telecom systems knowledge

Agile methodologies

Education

Bachelor’s degree in Computer Science

Tools

ServiceNow Studio

BigQuery

GCP

Snowflake

Job description

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Jobs by Category: Technology Solutions

Job Function: Technology

Status: Full Time

Schedule: Regular

Description

Let’s Build Meaningful Digital Experiences - Together

Join our team and what we’ll accomplish together

We are a service management team that equips organizations to be agile and innovative, focusing on process-driven solutions to be productive, creative, and create value for business stakeholders. We foster a "think service management first" mindset to build solutions using best practices for the workplace of tomorrow, enabling businesses to drive optimization and workforce excellence. By doing these things, we create success faster and in circumstances otherwise not possible.

We are seeking a seasoned ServiceNow Developer & Solution Architect with telecom industry experience to join our growing ServiceNow Delivery Office team. This role combines deep technical expertise with strategic design capabilities to help shape and evolve our ServiceNow platform. You will architect scalable solutions across ITSM and CSM while driving automation, integration, and service-awareness — ensuring the platform meets both current and future business needs.

This is your opportunity to make a real impact in the telecom space by shaping the next generation of digital service management. You’ll be part of a forward-thinking team that values innovation, collaboration, and technical excellence. We foster a culture of continuous learning, where you’ll have the space to grow your expertise, explore emerging technologies, and stay at the forefront of ServiceNow innovation.

What you’ll do

• Partner with business stakeholders to translate needs into scalable ServiceNow solutions aligned with telecom service delivery goals
• Design and implement ServiceNow modules: ITSM, CSM, ITOM/TSOM, CMDB, Product Catalog, and TSM
• Architect and build integrations between ServiceNow and enterprise systems (e.g., OSS/BSS, CRM, NMS, cloud platforms)
• Lead and execute platform upgrades, managing minimal disruption while delivering enhanced functionality
• Provide technical leadership to developers, enforcing ServiceNow coding standards and best practices
• Implement data fabric and data hub architectures using platforms like BigQuery, GCP, Databricks, and Snowflake
• Build and maintain a federated, service-aware CMDB aligned with CSDM and support advanced service mapping
• Design and deploy custom applications and workflows to address telecom-specific use cases
• Monitor platform performance, health, and scalability
• Contribute to ServiceNow roadmap planning and solution governance aligned with ITIL and business strategy

Qualifications

What you bring

• Bachelor’s degree in Computer Science, Information Technology, or a related field
• 5–7 years of ServiceNow experience in architecture, development, and solution delivery, particularly with ITSM and CSM
• ServiceNow certifications: CSA, CAD, CIS-ITSM, CIS-CSM (or actively working toward)
• Experience designing and deploying integrations with telecom systems (e.g., OSS/BSS, CRM, NMS)
• Demonstrated experience with data integration involving BigQuery, GCP, or Snowflake, including pipelines, APIs, and transformation logic - using TMF & MEF Standards
• Deep understanding of CSDM, CMDB structuring, and service-mapping principles
• Experience with ServiceNow Studio, Scoped Applications, ACLs, and custom portal development

Great-to-haves

• Expertise in ServiceNow ITOM/TSOM (Discovery, Event Management) within telecom environments, with knowledge of network technologies (MPLS, 5G, IP)
• Proficiency in Agile methodologies (Scrum, SAFe) and experience integrating cloud environments (AWS, Azure, GCP) with ServiceNow
• Hands-on experience in Generative AI, including building solutions using Large Language Models (LLMs) and Retrieval-Augmented Generation (RAG) architectures
• Relevant certifications such as ITIL, TOGAF, SAFe, or ServiceNow CTA, demonstrating comprehensive industry knowledge

Advanced knowledge of English is required because you will most of the time interact in English with external parties (clients, suppliers, candidates, external partners, etc.); interact in English with internal parties (colleagues, internal partners, stakeholders, etc.); and work with IT tools whose interface is only accessible in English as part of this position's main responsibilities given its national scope.

Salary Range: $95,000-$143,000

Performance Bonus or Sales Incentive Plan: 15%

Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. In addition, TELUS offers rewarding benefitssuch as:

• Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
• Flexibility to work in-office, virtually or a combination of both, based on the role's requirements
• Generous company matched pension and share purchase programs
• Opportunity to give back to communities in which we work, live and serve
• Career growth and learning & development opportunitiestodevelop your skills
• And much more …

Please note that the compensation shown in the job postingmay be subject to change in 2025.

A bit about us

We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.

You’ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. We’re committed to diversity and equitable access to employment opportunities based on ability. Your unique contributions and talents will be valued and respected here. When you join our team, you’re helping us make the future friendly.

Note for Quebec candidates: if knowledge of English is required for this position, it is because the team memberwill be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.

Technology Solutions

We’re into seeing where technology can take us, so if you have ever imagined what the future of supply chain management, cybersecurity, the cloud and Internet of Things will look like, we want you to be part of the team that makes it happen.

We are honoured to be recognized

5G
TELUS’s fastest network. 5G enables a superior experience with fast downloads and richer multimedia applications

6
Innovation centres across Canada that bring our team members together with customers, partners, start ups, universities, hospitals and fellow colleagues to tackle some of the biggest technological hurdles Canada will face in the near future.

Accessibility

TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.

We offer accommodation for applicants with disabilities, as required, during the recruitment process.