Principal Technical Architect-ServiceNow ITSM

Principal Technical Architect-ServiceNow ITSM

At Bell, our purpose is to advance how Canadians connect with each other and the world. We achieve this by providing consumers and businesses with the best network technologies in the world, innovative digital solutions and seamless customer experiences. It’s all developed and delivered by the members of #TeamBell and we’re always on the lookout for people with great skills and experiences.

We provide a supportive and inclusive community where all team members can succeed. And through our commitment to environmental, social and governance initiatives, you will feel good about the greater impact you will have – making every day better for people as they connect, work, learn and play.

Join us. You belong at Bell.

Summary

We are seeking a Principal Technical Architect to lead the end-to-end architecture of ServiceNow ITSM across our enterprise platforms. In this role, you will define standards, guide design decisions, and ensure the platform delivers measurable value across Incident, Request, Problem, Change, and Knowledge processes—while maintaining stability, security, and upgradeability. You will also play a critical role in our executive governance cadence and technical board, where architectural approvals on customizations, integrations, and plugin enablement are made.

Key Responsibilities

- Own ITSM architecture across all instances: establish guardrails, patterns, and reference designs to align configurations with out-of-box capabilities and minimize technical debt.

- Define and enforce standards for integrations (REST/SOAP), data modeling (CMDB/CSDM), discovery, and automation; lead design reviews and approve solution changes through the technical governance board.

- Drive large-scale migrations: develop transition architectures, standardize processes, and create phased adoption plans to reduce handling times and enhance employee experience.

- Champion data governance (quality, lineage, access, lifecycle) and platform management (upgrades, patching, security, performance tuning).

- Design for reliability and scale: define non-functional requirements, performance baselines, automated testing strategies, and release management practices.

- Lead through influence: mentor architects and developers, foster engineering excellence, and ensure consistent documentation and knowledge-sharing across teams.

- Measure impact: define KPIs for ITSM processes and platform health; collaborate with Product Owners and Service Owners to translate business outcomes into architectural designs.

- Guides teams through complex challenges by posing insightful questions, stimulating critical analysis, and driving effective solutions.

- Encourages a culture of continuous improvement by experimenting with new approaches and supporting team members in trying innovative solutions.

- Offers expert advice and support to colleagues, fostering professional growth and development within the team.

Critical Qualifications

- 10+ years in software/solution architecture, including 3+ years dedicated to ServiceNow with hands‑on ITSM design and delivery.

- Bachelor’s or Master’s degree in Computer Science or related field (or equivalent experience).

- Proven expertise in CSDM/CMDB, Discovery, and integration patterns; strong understanding of ITIL practices for Incident, Request, Problem, Change, and Knowledge.

- Solid knowledge of DevSecOps, test automation, and upgrade discipline in multi‑tenant/multi‑instance environments.

- Demonstrated leadership at a Principal level (ownership, mentorship, strategic foresight)

Preferred Qualifications

- ServiceNow Certifications

Adequate knowledge of French is required for positions in Quebec.

Additional Information

For work arrangements that are ‘Hybrid’, successful candidates must be based in Canada and report to a set Bell office for a minimum of 3 days a week. Recognizing the importance of work‑life balance, Bell offers flexibility in work hours based on the business needs.

Please apply directly online to be considered for this role. Applications through email will not be accepted.

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