SME - Problem Management, ServiceNow

HCL Technologies Limited; Mississauga; On-site; CAD 120,000 - 180,000; Full time

Job summary

HCL Technologies Limited is seeking a seasoned ServiceNow Architect to design and govern enterprise ServiceNow platforms across ITSM, ITOM, ITAM, CSM, HRSD and SecOps. You will guide requirements gathering, define roadmaps, and lead cross-functional teams to deliver scalable, standards-aligned solutions.

The role requires strong hands-on expertise, stakeholder management, and experience driving large transformations. Certifications like CSA/CAD/CTA are valued, with cloud exposure being a plus.

Qualifications

• Strong hands-on experience with ServiceNow architecture and implementation.
• Expertise in ITSM and at least one additional module (ITOM, ITAM, HRSD, CSM, SecOps).
• Experience with integrations using REST, SOAP, APIs, MID Server, and IntegrationHub.
• Strong knowledge of CMDB, Service Catalog, Flow Designer, and platform architecture.
• Experience leading large-scale ServiceNow transformation programs.
• ITIL v4 certification is preferred.

Responsibilities

• Lead the design and architecture of ServiceNow solutions across ITSM, ITOM, ITAM, CSM, HRSD, SecOps, and other modules.
• Define platform strategy, roadmap, governance, and best practices.
• Collaborate with business stakeholders to gather requirements and translate them into scalable ServiceNow solutions.
• Provide technical leadership to development and implementation teams.
• Review solution designs, integrations, workflows, and customizations to ensure alignment with ServiceNow standards.
• Drive platform optimization, performance improvements, and automation initiatives.
• Support architecture reviews, assessments, and upgrade planning.

Skills

ServiceNow architecture

ITSM

ITOM

ITAM

CSM

HRSD

SecOps

IntegrationHub

REST

SOAP

APIs

MID Server

CMDB

Flow Designer

Platform architecture

Stakeholder management

Cloud platforms

ITIL v4

Tools

MID Server

IntegrationHub

Flow Designer

Job description

ServiceNow Architect Experience: 10+ Years (5+ Years in ServiceNow Architecture) Key Responsibilities: Lead the design and architecture of ServiceNow solutions across ITSM, ITOM, ITAM, CSM, HRSD, SecOps, and other modules. Define platform strategy, roadmap, governance, and best practices. Collaborate with business stakeholders to gather requirements and translate them into scalable ServiceNow solutions. Provide technical leadership to development and implementation teams. Review solution designs, integrations, workflows, and customizations to ensure alignment with ServiceNow standards. Drive platform optimization, performance improvements, and automation initiatives. Support architecture reviews, assessments, and upgrade planning. Required Skills: Strong hands-on experience with ServiceNow architecture and implementation. Expertise in ITSM and at least one additional module (ITOM, ITAM, HRSD, CSM, SecOps). Experience with integrations using REST, SOAP, APIs, MID Server, and IntegrationHub. Strong knowledge of CMDB, Service Catalog, Flow Designer, and platform architecture. Experience leading large-scale ServiceNow transformation programs. Excellent stakeholder management and communication skills. Certifications: ServiceNow Certified System Administrator (CSA) - Mandatory ServiceNow Certified Application Developer (CAD) - Preferred ServiceNow Certified Technical Architect (CTA) or Certified Master Architect (CMA) - Strongly Preferred Nice to Have: Experience with cloud platforms (Azure, AWS). ITIL v4 certification. Experience in enterprise architecture and digital transformation initiatives.

Key Responsibilities

ServiceNow Architect Experience: 10+ Years (5+ Years in ServiceNow Architecture) Key Responsibilities: Lead the design and architecture of ServiceNow solutions across ITSM, ITOM, ITAM, CSM, HRSD, SecOps, and other modules. Define platform strategy, roadmap, governance, and best practices. Collaborate with business stakeholders to gather requirements and translate them into scalable ServiceNow solutions. Provide technical leadership to development and implementation teams. Review solution designs, integrations, workflows, and customizations to ensure alignment with ServiceNow standards. Drive platform optimization, performance improvements, and automation initiatives. Support architecture reviews, assessments, and upgrade planning. Required Skills: Strong hands-on experience with ServiceNow architecture and implementation. Expertise in ITSM and at least one additional module (ITOM, ITAM, HRSD, CSM, SecOps). Experience with integrations using REST, SOAP, APIs, MID Server, and IntegrationHub. Strong knowledge of CMDB, Service Catalog, Flow Designer, and platform architecture. Experience leading large-scale ServiceNow transformation programs. Excellent stakeholder management and communication skills. Certifications: ServiceNow Certified System Administrator (CSA) - Mandatory ServiceNow Certified Application Developer (CAD) - Preferred ServiceNow Certified Technical Architect (CTA) or Certified Master Architect (CMA) - Strongly Preferred Nice to Have: Experience with cloud platforms (Azure, AWS). ITIL v4 certification. Experience in enterprise architecture and digital transformation initiatives.

Skill Requirements

ServiceNow Architect Experience: 10+ Years (5+ Years in ServiceNow Architecture) Key Responsibilities: Lead the design and architecture of ServiceNow solutions across ITSM, ITOM, ITAM, CSM, HRSD, SecOps, and other modules. Define platform strategy, roadmap, governance, and best practices. Collaborate with business stakeholders to gather requirements and translate them into scalable ServiceNow solutions. Provide technical leadership to development and implementation teams. Review solution designs, integrations, workflows, and customizations to ensure alignment with ServiceNow standards. Drive platform optimization, performance improvements, and automation initiatives. Support architecture reviews, assessments, and upgrade planning. Required Skills: Strong hands-on experience with ServiceNow architecture and implementation. Expertise in ITSM and at least one additional module (ITOM, ITAM, HRSD, CSM, SecOps). Experience with integrations using REST, SOAP, APIs, MID Server, and IntegrationHub. Strong knowledge of CMDB, Service Catalog, Flow Designer, and platform architecture. Experience leading large-scale ServiceNow transformation programs. Excellent stakeholder management and communication skills. Certifications: ServiceNow Certified System Administrator (CSA) - Mandatory ServiceNow Certified Application Developer (CAD) - Preferred ServiceNow Certified Technical Architect (CTA) or Certified Master Architect (CMA) - Strongly Preferred Nice to Have: Experience with cloud platforms (Azure, AWS). ITIL v4 certification. Experience in enterprise architecture and digital transformation initiatives.

Other Requirements

ServiceNow Architect Experience: 10+ Years (5+ Years in ServiceNow Architecture) Key Responsibilities: Lead the design and architecture of ServiceNow solutions across ITSM, ITOM, ITAM, CSM, HRSD, SecOps, and other modules. Define platform strategy, roadmap, governance, and best practices. Collaborate with business stakeholders to gather requirements and translate them into scalable ServiceNow solutions. Provide technical leadership to development and implementation teams. Review solution designs, integrations, workflows, and customizations to ensure alignment with ServiceNow standards. Drive platform optimization, performance improvements, and automation initiatives. Support architecture reviews, assessments, and upgrade planning. Required Skills: Strong hands-on experience with ServiceNow architecture and implementation. Expertise in ITSM and at least one additional module (ITOM, ITAM, HRSD, CSM, SecOps). Experience with integrations using REST, SOAP, APIs, MID Server, and IntegrationHub. Strong knowledge of CMDB, Service Catalog, Flow Designer, and platform architecture. Experience leading large-scale ServiceNow transformation programs. Excellent stakeholder management and communication skills. Certifications: ServiceNow Certified System Administrator (CSA) - Mandatory ServiceNow Certified Application Developer (CAD) - Preferred ServiceNow Certified Technical Architect (CTA) or Certified Master Architect (CMA) - Strongly Preferred Nice to Have: Experience with cloud platforms (Azure, AWS). ITIL v4 certification. Experience in enterprise architecture and digital transformation initiatives.

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026totaled $14.8billion.