Business Systems Consultant & Architect (ServiceNow)

Job ID: 45782

Job Category: Information & Technology

Division & Section: Technology Services, Technology Services Delivery

Work Location: Metro Hall, 55 John Street

Job Type & Duration: Full-time, Permanent Vacancy

Salary: $102,155 - $135,815

Shift Information: Monday to Friday, 35 hours per week

Affiliation: Non-Union

Number of Positions Open: 1

Posting Period: 05-APR-2024 to 19-APR-2024

The City of Toronto is the fourth largest city in North America and the fourth largest government in Canada, with a highly diverse and multicultural population. In addition, the City of Toronto has several agencies and corporations including the Toronto Police Service, Toronto Public Library, and the Toronto Transit Commission, which make up the broader municipal organization.

Consistently ranked one of the world’s most livable cities, Toronto is home to more than 2.9 million people whose diversity and experiences make this great city Canada’s leading economic engine and one of the world’s most diverse and livable cities.

Toronto is a global leader in technology, finance, film, music, culture, and innovation, and consistently places at the top of international rankings due to investments championed by its government, residents, and businesses.

In its pursuit of modernizing City services through strategic investment, digital transformation, and a culture of innovation, the Technology Services Division collaborates with all City Divisions, agencies, boards, and corporations to deliver client centric business solutions and secure, reliable IT infrastructure.         

Embarking on a transformative journey, the Technology Services Division is reshaping its culture and service delivery approach, focusing on four key priorities:

1. Build Resilient Foundations: Establish a robust, reliable, and secure technology infrastructure.
2. Deliver User-Centric Solutions: Provide enterprise-grade modern solutions with a focus on user experience.
3. Harness Data Power: Utilize data to drive operational processes and informed decision-making Citywide.
4. Empower Stakeholders: Engage and empower stakeholders to foster a culture of agility and innovation.

As Business Systems Consultant & Architect, Technology Services, you will be part of a Technology team providing both oversight, as well as leading implementation of multiple strategic initiatives.  Although the area of immediate focus will be ServiceNow’s ITSM and Asset Management components, this may grow to other components, as well as other technologies as required.  With the Users always on forefront, you will be a driving force undertaking design, delivery, and execution of the Programs.

You will engage in solution analysis, formulation, as well as advising managers and teams on programs and services at both strategic and operational levels.  You will provide innovative, resourceful solutions and identify approaches, concepts, and methods of analyzing complex, and sometimes competing, priorities. Management will count on your support in assessing and devising solutions from a pragmatic and objective perspective.

Having delivered transformational ServiceNow projects from start to end, you’re well equipped to work with managers to shape and define projects through the development of timely artifacts, including the preparation of planning materials, work plans, reports, briefing notes, and presentations. You're equally prepared to conduct research and analysis, bringing conclusions forward to the client/stakeholders for strategic discussion, or to contribute to the development and implementation of technology solutions.

You will provide hands-on expertise in the areas of:

ServiceNow IT Service Management and Asset Management:  

• Design and develop process workflows within the ServiceNow platform, leveraging best practices and aligning with business objectives. 
• Collaborate with stakeholders to understand process requirements and translate them into efficient and scalable workflows. 
• Configure and customize ServiceNow modules to automate processes and improve operational efficiency. 
• Test and validate workflows to ensure they meet quality standards and functional requirements. 
• Document process workflows, including diagrams and technical specifications, to support knowledge sharing and training initiatives. 
• Continuously monitor and optimize workflows to enhance performance and user experience. 
• Act as a liaison between the development, operations, and business teams to communicate changes and expected issues in production environment for asset management. 
• Provide trusted advice on how ITAM transformation and technology enablement can lead to improved performance, reduce risks, and optimize investments. 
• Understand and document business and technical problems, including key best practices, business drivers, evolving business needs, licensing models. 
• Participate in defining requirements, processes, and procedures for asset management strategies for the City of Toronto.  
• Clearly articulate requirements, proactively collaborate with team, and facilitate development and testing activities to ensure the solution meets the business need. 
• Collaborate with key stakeholders to identify, assess, and mitigate risks associated with IT service delivery, ensuring business continuity and resilience. 
• Lead and optimize IT Service Management processes in alignment with ITIL best practices, to capture, document, and disseminate valuable insights, lessons learned, and best practices. 
• Perform assessment of current state, define target state, and prepare roadmap to achieve the target state.

General Solution Implementation:

• Leverage knowledge of business systems technologies to provide leadership in the identification and evaluation of technology options for business areas.
• Analytical and problem-solving skills to assess business priorities and needs of business areas.  Analyze and troubleshoot complex issues within applications, providing recommendations for long-term improvements.
• Evaluate business and technical design alternatives.
• Propose cost-effective solutions that improve program/service delivery.
• Establish use cases and traceability matrices based on requirements.
• Build metrics and reporting in support of current mode of operations (CMO) and future mode of operations (FMO) key performance indicators (KPIs).
• The bridge between Technology Services Division (TSD) and Customers, and lead client meetings and workshops as required to ensure technology solutions are meeting requirements.
• Lead discussions with the development team and other delivery partners to translate business requirements into system requirements.
• Able to discuss development and operational recommendations in clear non-technical terms.
• Create project reports, presentations, business cases, and systems documentation as required.
• Provide input into RFC/RFI/RFP and negotiation of contracts.
• Deliver presentations to development teams and client audiences as required.
• Develop and maintain documentation for configurations, processes, and procedures to support knowledge sharing and training initiatives.
• Quick to gain knowledge in new areas and become a productive contributor.

Partnership, Vendor & Relationship Management:

• Develop ongoing positive working relationships within Technology Services, as well as with client and partner Divisions. Foster collaboration and service excellence in cross-functional teams, and act as a trusted advisor to senior leadership across the organization.
• Build collaborative relationships with City stakeholders and senior management and assists them in recognizing where Technology Services can add value to, transform or support program operations.
• Foster and manage external partner relationships and manage large, complex contracts to deliver transformation programs and value for the City investments.

Culture and Team Leadership:  

• Cultivate a sense of unity where each member understands their purpose and impact with a focus on excellent customer service and experience.
• Build high performance and resiliency through trust, transparency, and respect.
• Encourage creativity and innovation by welcoming diverse perspectives, promoting healthy debate, and questioning the status quo.
• Respect others’ ideas and create a sense of independence and ownership.

Key Qualifications:

1. Extensive Sr. Technical Product Owner / Sr. Business Solution Architect experience in enterprise-wide deliveries with a customer-first approach.
2. Experience implementing and supporting ServiceNow products at an organization, including ServiceNow Certified System Administrator (CSA) plus one mainline certification such as CIS-ITSM, CIS-HAM or CIS-SAM. 
3. Experience with hands-on Agile delivery, with successful large-scale rollouts of ServiceNow solutions, including data ingestion, integration, role-based permissions, security, and change management.
4. Experience with leading highly visible projects, including strategic customer programs from inception to successful roll-out and beyond. 
5. Extensive experience of enterprise IT delivery and cybersecurity principles.
6. Experience with analytics and understanding of metrics and KPIs (as defined) and performance analytics. 
7. ITIL 4 certification is an asset.
8. A high degree of business acumen with an ability to communicate technical information to non-technical individuals
9. Ability to influence and consult strategies and tactics in different levels across an organization, from business executives to technologists.
10. Strong documentation and presentation skills including creative thinking and willingness to work hands-on to deliver impactful outcomes. 
11. Ability to move quickly between low-level execution and high-level strategic thinking. 
12. Ability to gather and analyze data, and to formulate and present the pros and cons of different decisions and options. 
13. Ability to communicate abstract ideas clearly and independently manage complex project objectives. 
14. Commitment to business requirement/backlog upkeep and grooming, and able to gain alignment on priorities based on proposed options and dependencies.
15. Active listening skills to ensure feedback drives new initiatives and identifies areas of improvement. 
16. Focus on Customer Experience, and Useability at the center of all solutions.
17. Exceptional change management skills, including the ability to create concise & clear user guides, iterated on based on feedback loop.
18. Commitment to business requirement/backlog upkeep and grooming, and able to gain alignment on priorities based on proposed options and dependencies.

Equity, Diversity and Inclusion

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity.

Accommodation

The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request. Learn more about the City’s Hiring Policies and Accommodation Process.