Service Now Technical Solutions Lead - CSDM, IT Asset & Service Configuration

Canada Life; Toronto; On-site; CAD 76,000 - 141,000; Full time

Job summary

Canada Life is seeking a ServiceNow Technical Solutions Lead to drive CSDM adoption and align data models with business needs. You will guide teams through discovery, data integration, and asset management modernization, partnering with ITAM and Service Configuration to mature CMDB processes.

You will provide technical direction, lead data normalization efforts, and ensure scalable operating models across service and asset management disciplines, enabling enterprise goals.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• Minimum of 7 years of progressive experience in ServiceNow Platform, IT Service Management, IT Operations, and/or IT Asset Management.
• Hands-on experience with ServiceNow ITOM Discovery and Service Mapping – design, configuration, and sustainment.
• Hands-on experience with ServiceNow Service Mapping configuration/implementation and custom development and scoped applications.
• Advanced experience with CSDM design and implementation, including aligning services, applications, and technical services.
• Hands-on experience with IT Asset Management (SAMPro and HAMPro) with integration into CMDB. Including implementation of platform plugins and integrations.
• Strong leader in CMDB governance, data modeling, and normalization to ensure quality and sustainability.
• Excellent analytical, collaboration, and stakeholder engagement skills.

Responsibilities

• Provide subject matter expertise and industry best practises
• Influence change and drive adoption of industry best platform practices for configuration, discovery, and IT asset management.
• Lead the implementation and sustainment of the Common Service Data Model (CSDM) across the ServiceNow platform.
• Ensure the successful adoption of CSDM principles, guiding teams through the modernization of discovery and data integration practices.
• Develop and maintain the operating model for Technical Services ensuring long-term scalability and sustainment.
• Oversee the design process, implementation and sustainment of Service Mapping to ensure business applications, services and dependencies are accurately modeled and consumed.
• Provide architecture and technical direction for design and implementation (CSDM/Service Offerings/ITAM) and co-team with Enterprise Architecture
• Define and maintain the data flow architecture across ServiceNow modules (e.g., SAM, HAM, APM) to ensure alignment with configuration and asset management practices.
• Collaborate with ITAM and Service Configuration teams to raise awareness and provide education, supporting CMDB and ITAM process maturity.
• Review and recommend enhancements to configuration management practices, processes, and procedures, focusing on automation and operational efficiency.
• Participate in data governance activities related to CSDM, ITAM, and other ServiceNow platform data, ensuring compliance with standards.
• Work with internal and external stakeholders to understand data demands and manage platform requirements, aligning with CSDM principles.
• Partner with stakeholders across IT Operations, ITAM, Service Configuration, Cloud Engineering, Finance, EA and GRC to align data and processes with enterprise goals.
• Lead technical data normalization efforts prior to ingestion into the CMDB and ITAM systems of record.
• Define technical and procedural requirements with stakeholders; design, test, and implement solutions that deliver measurable value.
• Communicate technical problems and solutions effectively to both technical and non-technical audiences.
• Adept at working in a team environment, and able to handle multiple priorities
• ServiceNow certifications in Service Now platform, ITOM, ITAM, CSDM (preferred).

Skills

ServiceNow ITOM Discovery

Service Mapping

CSDM design

IT Asset Management

CMDB governance

Data modeling

Stakeholder engagement

Architectural direction

Education

Bachelor's degree in Information Technology, Computer Science, or related field

Job description

Permanent Full Time

The ServiceNow Technical Solutions Lead plays a pivotal role in implementing and advancing the Common Service Data Model (CSDM) practice. This role is responsible for ensuring the successful adoption of CSDM principles, aligning data models with organizational needs, and guiding teams through the integration and modernization of data discovery practices. Partnering closely with the Service Configuration Manager and IT Asset Management Manager, you will lead technical improvements and innovations across service configuration and asset management processes and platforms. Your leadership ensures that Service Configuration Management and IT Asset Management practices are optimized, CI/asset data management is streamlined, and the overall service management strategy aligns with business objectives. Drawing on deep technical expertise in the ServiceNow platform—including ITOM Discovery, Service Configuration Management, and IT Asset Management—combined with CSDM methodology, you will mature both disciplines individually and at their intersection. This will strengthen the delivery and lifecycle management of services and IT assets across the organization.

What You Will Do

• Provide subject matter expertise and industry best practises
• Influence change and drive adoption of industry best platform practices for configuration, discovery, and IT asset management.
• Lead the implementation and sustainment of the Common Service Data Model (CSDM) across the ServiceNow platform.
• Ensure the successful adoption of CSDM principles, guiding teams through the modernization of discovery and data integration practices.
• Develop and maintain the operating model for Technical Services ensuring long-term scalability and sustainment.
• Oversee the design process, implementation and sustainment of Service Mapping to ensure business applications, services and dependencies are accurately modeled and consumed.
• Provide architecture and technical direction for design and implementation (CSDM/Service Offerings/ITAM) and co-team with Enterprise Architecture
• Define and maintain the data flow architecture across ServiceNow modules (e.g., SAM, HAM, APM) to ensure alignment with configuration and asset management practices.
• Collaborate with ITAM and Service Configuration teams to raise awareness and provide education, supporting CMDB and ITAM process maturity.
• Review and recommend enhancements to configuration management practices, processes, and procedures, focusing on automation and operational efficiency.
• Participate in data governance activities related to CSDM, ITAM, and other ServiceNow platform data, ensuring compliance with standards.
• Work with internal and external stakeholders to understand data demands and manage platform requirements, aligning with CSDM principles.
• Partner with stakeholders across IT Operations, ITAM, Service Configuration, Cloud Engineering, Finance, EA and GRC to align data and processes with enterprise goals.
• Lead technical data normalization efforts prior to ingestion into the CMDB and ITAM systems of record.
• Define technical and procedural requirements with stakeholders; design, test, and implement solutions that deliver measurable value.
• Communicate technical problems and solutions effectively to both technical and non-technical audiences.
• Maintain current ServiceNow knowledge through self-study and utilization of availabletraining

What You Will Bring

• Ideal candidate must have proven track record in ServiceNow technologies and comfortable in the dynamic atmosphere
• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• Minimum of 7 years of progressive experience in Service Now Platform, IT Service Management, IT Operations, and/or IT Asset Management.
• Proven technical knowledge and hands‑on experience with:
• Advanced hands‑on experience with ServiceNow ITOM Discovery and Service Mapping – design, configuration, and sustainment.
• Hands‑on experience with ServiceNow Service Mapping configuration/implementation and custom development and scoped applications
• Advanced experience with CSDM design and implementation, including aligning services, applications, and technical services.
• Hands‑on experience with IT Asset Management (SAMPro and HAMPro) with integration into CMDB. Including implementation of platform plugins and integrations (SGC & SaaS integrations).
• Strong leader in CMDB governance, data modeling, and normalization to ensure quality and sustainability.
• Strong understanding of service and asset lifecycle management and where the disciplines intersect.
• Ability to translate technical dependencies into business service models that enable decision‑making and operational efficiency.
• Ability to understand business requirements and convert them into solution designs
• Demonstrated experience in defining data flow architectures across ServiceNow modules and implementing automation to drive efficiency.
• Excellent analytical, collaboration, and stakeholder engagement skills, with the ability to communicate technical concepts clearly to both technical and non-technical audiences.
• Adept at working in a team environment, and able to handle multiple priorities
• ServiceNow certifications in Service Now platform, ITOM, ITAM, CSDM (preferred).

The base salary for this position is between $76,400 - $141,400 annually. This represents base salary only and does not represent other variable compensation components of our total compensation ( i.e. annual bonus, commission etc). If you are selected to move forward in our recruitment process, your recruiter will be able to discuss additional details of our total rewards program with you.

Career opportunities will be open a minimum of 5 business days from the date of posting, closing dates will vary depending on the search activity. All applications received will be reviewed on a rolling basis.

Being a part of Canada Life means you have a voice. This is a place where your unique background, perspectives and talents are valued, and shape our future success.

You can be your best here. You’re part of a diverse and inclusive workplace where your career and well-being are championed. You’ll have the opportunity to excel in your way, finding new and better ways to deliver exceptional customer and advisor experiences.

Together, as part of a great team, you’ll deliver on our shared purpose to improve the well‑being of Canadians. It’s our driving force. Become part of a strong and successful company that’s trusted by millions of Canadians to do the right thing.

Canada Life servesthe financial security needs of more than 13 million people across Canada, with additional operations in Europe and the United States. As members of the Power Financial Corporation group of companies, we’re one of Canada’s leading insurers with interests in life insurance, health insurance, investment and retirement savings. We offer a broad portfolio of financial and benefit plan solutions for individuals, families, businesses and organizations.

We are committed to providing an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live, and to creating an environment where every employeehas the opportunity toreach their potential.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Canada Life policies. To request a reasonable accommodation in the application process, contact [e-mail].

Canada Lifewould like to thank all applicants, however only those who qualify for an interview will be contacted.