ITSM Process & Product Architect - ServiceNow, Deloitte Global Technology

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. It builds consumer and business confidence, empowers organizations to find imaginative ways of deploying capital, enables fair, trusted, and functioning social and economic institutions, and allows our friends, families, and communities to enjoy the quality of life that comes with a sustainable future. And as the largest 100% Canadian-owned and operated professional services firm in our country, we are proud to work alongside our clients to make a positive impact for all Canadians.

By living our Purpose, we will make an impact that matters.

• Have many careers in one Firm.
• Enjoy flexible, proactive, and practical benefits that foster a culture of well-being and connectedness.
• Learn from deep subject matter experts through mentoring and on the job coaching

Deloitte Global is the engine of the Deloitte network. Our professionals reach across disciplines and borders to develop and lead global initiatives. We deliver strategic programs and services that unite our organization.

What will your typical day look like?

As the ITSM Process & Product Architect joining our team you will have the opportunity to work with multidisciplinary teams across Deloitte Technology to architect cutting edge processes and solutions targeted at modernizing our IT Service Management processes.This will include innovating in the latest technologies such as ServiceNow, Dynatrace, Observability, AI solutions, Cloud, Discovery and more.

We are looking to reshape how we deliver our IT Operations, and are looking for industry thought leaders and designers to join us on our path to new ways of thinking about IT Service Management.

If you find yourself leading the way in designing process, product and automation solutions, and are looking for an exciting opportunity to explore next generation approaches, then we are also looking for you!

Specific responsibilities will include:

• Design, architect, and innovate in the latest areas of IT Service Management including incorporating Agentic AI into our customer experiences, monitoring solutions and automated workflows
• Responsible for as is process assessments to surface process gaps and architect solutions in conjunction with the technical teams
• Craft guiding principles and standards for our organization across Service Strategy, Transition, and Operations to build a truly modern value stream in ITSM
• Influence the technical roadmap leveraging existing platform capabilities & governance guardrails to support reduction of technical debt as applicable, while automating everywhere possible
• Work within diverse teams across our organization and vendor partners to collaboratively change our IT processes by bringing together experts in AI technologies, ServiceNow, Business Architecture, Service Excellence, Observability, Cloud (Azure, AWS and Google) and orchestration technologies
• Drive integrating several leading-edge monitoring solutions into a common workflow engine using ServiceNow to help automate remediation and self-healing techniques
• Review client requirements including analysis of business pain points to design technical solution options based on platform capabilities, and current architecture

About the team

Deloitte Technology works at the forefront of technology development and processes to support and protect Deloitte around the world. In this truly global environment, we operate not in "what is" but rather "what can be" to help Deloitte deliver and connect with its clients, its communities, and one another in ways not previously conceived.

Enough about us, let's talk about you

Do you possess the following?:

• At least 5-7 years of experience designing and developing IT Operations processes with enterprise grade solutions (with a minimum of 3 years within ServiceNow platform)
• Demonstrated experience with data governance and automation, including their application to complex hybrid cloud and on-premise solutions
• Exposure to automating process, customer interactions, Predictive or Agentic AI and/or machine learning in concept and in practice
• Excellent verbal, written and presentation skills to varied levels of stakeholders and ability to distill difficult technical concepts into understandable designs
• Proven ability to work in and influence multidisciplinary teams in a matrix management environment
• Flexible work style, hours and telecommuting presence is required as this role interacts with our people globally on a regular basis
• Prior experience recommending product solutions that integrate holistically with ITSM and/or ITIL processes for effective operations
• Preferred certifications: ServiceNow Master or Technical Architect, Certified Implementation Specialist, and/or ITIL certification preferred

Total Rewards

The salary range for this position is $85,000 - $156,000, and individuals may be eligible to participate in our bonus program. Deloitte is fair and competitive when it comes to the salaries of our people. We regularly benchmark across a variety of positions, industries, sectors, targets, and levels. Our approach is grounded on recognizing people's unique strengths and contributions and rewarding the value that they deliver.

Our Total Rewards Package extends well beyond traditional compensation and benefit programs and is designed to recognize employee contributions, encourage personal wellness, and support firm growth. Along with a competitive base salary and variable pay opportunities, we offer a wide array of initiatives that differentiate us as a people-first organization. Some representative examples include: $4,000 per year for mental health support benefits, a $1,300 flexible benefit spending account, 38+ days off (including 10 firm-wide closures known as "Deloitte Days"), flexible work arrangements and a hybrid work structure.

Our promise to our people: Deloitte is where potential comes to life.

Be yourself, and more.
We are a group of talented people who want to learn, gain experience, and develop skills. Wherever you are in your career, we want you to advance.

You shape how we make impact.
Diverse perspectives and life experiences make us better. Whoever you are and wherever you're from, we want you to feel like you belong here. We provide flexible working options to support you and how you can contribute.

Be the leader you want to be
Some guide teams, some change culture, some build essential expertise. We offer opportunities and experiences that support your continuing growth as a leader.

Have as many careers as you want.
We are uniquely able to offer you new challenges and roles - and prepare you for them. We bring together people with unique experiences and talents, and we are the place to develop a lasting network of friends, peers, and mentors.

The next step is yours

At Deloitte, we are all about doing business inclusively - that starts with having diverse colleagues of all abilities. Deloitte encourages applications from all qualified candidates who represent the full diversity of communities across Canada. This includes, but is not limited to, people with disabilities, candidates from Indigenous communities, and candidates from the Black community in support of living our values, creating a culture of Diversity Equity and Inclusion and our commitment to our AccessAbility Action Plan , Reconciliation Action Plan and the BlackNorth Initiative .
We encourage you to connect with us at accessiblecareers@deloitte.ca if you require an accommodation for the recruitment process (including alternate formats of materials, accessible meeting rooms or other accommodations) or indigenouscareers@deloitte.ca for any questions relating to careers for Indigenous peoples at Deloitte (First Nations, Inuit, Métis).
By applying to this job you will be assessed against the Deloitte Global Talent Standards. We've designed these standards to provide our clients with a consistent and exceptional Deloitte experience globally.
Deloitte Canada has 20 offices with representation across most of the country. We acknowledge that Deloitte offices stand on traditional, treaty, and unceded territories in what is now known as Canada. We recognize that Indigenous Peoples have been the caretakers of this land since time immemorial, nurturing its resources and preserving its natural beauty. We acknowledge this land is still home to many First Nations, Inuit, and Métis Peoples, who continue to maintain their deep connection to the land and its sacred teachings. We humbly acknowledge that we are all Treaty people, and we commit to fostering a relationship of respect, collaboration, and stewardship with Indigenous communities in our shared goal of reconciliation and environmental sustainability.

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