ServiceNow Senior Solution Designer

Job Description :About the role:The ServiceNow Solution Designer will be part of an agile team supporting the platform administration squad, building out and/or supporting the implementation of OOB Modules, overseeing custom application design, and configuring 3rd party integrations. Successful candidates will be able to think critically in solving mission critical issues, supporting end to end development of both front-end and back-end development including workflow and custom plug-ins.The senior developer will be playing a key role in the platform QA to ensure that development standards are adhered to and platform performance is kept stable. The successful candidate will assist in the integration of various external AI systems to support platform applications (ex. Incident & MIM, Change, Problem, and custom applications).What will you do:  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. DutiesBuild and deploy custom scoped applications and widgets using ServiceNow App Engine Studio.Implement AI integrations, such as connecting ServiceNow to external AI services for sentiment analysis, automated ticket routing, or generative AI for knowledge article creation.Configure and extend ServiceNow AI Search, Performance Analytics with machine learning, and Now Intelligence features.Ensure integrations comply with data privacy standards (e.g., GDPR, CCPA) and handle secure API authentication (OAuth, JWT).Conduct unit testing, integration testing, and user acceptance testing (UAT) for AI-enhanced workflows.Proactively monitor and tune platform performance using tools like System Diagnostics, Performance Analytics, and instance observability dashboards.Lead technical planning and execution of upgrades, clones, and new implementations, including rollback strategies and post-deployment validation.Optimize ServiceNow instances for performance, including scripting efficiency, database queries, and AI data processing impacts. Participate in agile ceremonies (sprints, stand-ups, retrospectives) and contribute to roadmap planning with AI-focused and platform stability initiatives.What you need to succeed: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.What’s in it for you:We’re honoured to be recognized as a 2024 Best Workplaces in Ontario by Great Place to Work® Canada.Wellness programs that support the three pillars of your health – mental, physical, and financialThe opportunity to move along a variety of career paths with amazing networking potential.As a hybrid organization, you and your leader use business and Client needs to choose where you work, at home or in the officeMust be able to satisfactorily complete applicable background checks prior to the start date and during employment, in accordance with Sun Life’s policies and practices.