Hybrid Senior Solution Designer, ServiceNow

at Sun Life

• Job title: Senior Solution Designer, ServiceNow
• Job type: Full Time
• Experience level: Senior
• Salary: CA$90,000 - CA$140,000 per year
• Degree requirement: Bachelor's Degree
• Tech skills: Angular, AWS, Azure, Cloud, ITSM, JavaScript, PyTorch, ServiceNow, SOAP, Tensorflow
• Location requirements: Hybrid, Waterloo, Canada

About the role

• ServiceNow Senior Solution Designer building and implementing enterprise-level solutions. Overseeing complex integrations and mentoring junior developers in a hybrid role.

Responsibilities

• Lead the development and implementation of complex ServiceNow solutions across modules such as IT Service Management (ITSM), IT Operations Management (ITOM), Third-Party Risk (TPRM), and Security & Vulnerability (VR Enterprise and SIR Enterprise)
• Build and customize ServiceNow applications, including workflows, business rules, client scripts, UI policies, and scripted REST APIs to meet enterprise-level requirements
• Integrate ServiceNow with external systems, including AI/ML platforms (e.g., TensorFlow, PyTorch, OpenAI, or custom models), to enable intelligent automation, predictive analytics, and natural language processing capabilities
• Provide integration oversight for all new and existing connections, ensuring alignment with platform standards, security protocols, and operational reliability
• Mentor junior developers, conduct code reviews, and enforce best practices in ServiceNow development, including performance optimization and security compliance
• Collaborate with cross-functional teams (e.g., IT, business stakeholders, and AI specialists) to gather requirements, translate them into technical specifications, and deliver scalable, AI-enhanced solutions
• Develop and maintain AI-driven features such as virtual agents, chatbots with NLP integration, anomaly detection in IT operations, and recommendation engines using ServiceNow’s Virtual Agent, Predictive Intelligence, and IntegrationHub
• Perform system upgrades, patching, and migrations while ensuring minimal downtime and data integrity
• Monitor, manage, and optimize platform performance and stability, including instance health, response times, job scheduling, and resource utilization
• Troubleshoot and resolve high-priority incidents, perform root cause analysis, and implement proactive monitoring with AI-based insights
• Create technical documentation, including integration maps, performance tuning reports, and AI model deployment guides.
• Stay current with ServiceNow releases (e.g., Washington DC, Xanadu) and emerging AI technologies to propose innovative enhancements.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field; Master’s preferred
• 5+ years of hands-on experience in ServiceNow development, with at least 2 years in a senior or lead role
• Active ServiceNow Certified Application Developer (CAD) and Certified Implementation Specialist (CIS) in at least two modules; Mainline certifications highly desirable
• Proven expertise in ServiceNow scripting (JavaScript, GlideScript, AngularJS) and tools like Flow Designer, Workflow Editor, and Service Portal
• Building REST/SOAP integrations with AI APIs (e.g., Google Cloud AI, AWS SageMaker, Azure Cognitive Services, or open-source LLMs)
• Strong knowledge of integration patterns (MID Server, IntegrationHub, Spokes) and data formats (JSON, XML)
• Experience with DevOps practices for ServiceNow (Update Sets, ATF, Clone, CI/CD pipelines)
• Excellent problem-solving skills, with the ability to debug complex workflows and performance bottlenecks
• Strong communication skills for stakeholder presentations and technical leadership.

Benefits

• Wellness programs that support the three pillars of your health – mental, physical, and financial
• The opportunity to move along a variety of career paths with amazing networking potential
• Flexible working hours