Solution Engineering Manager leading a high - performing team for B2B SaaS solutions at Ironclad. Collaborating with Sales and Customer Outcomes to drive customer value realization and team performance.
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Hybrid Service Now Technical Solutions Lead – CSDM, IT Asset & Service Configuration
Posted 2 months ago
About the role
- ServiceNow Technical Solutions Lead implementing and sustaining CSDM practices at Canada Life. Collaborating with IT teams to optimize data management and service delivery across platforms.
Responsibilities
- Provide subject matter expertise and industry best practises
- Influence change and drive adoption of industry best platform practices for configuration, discovery, and IT asset management.
- Lead the implementation and sustainment of the Common Service Data Model (CSDM) across the ServiceNow platform.
- Ensure the successful adoption of CSDM principles, guiding teams through the modernization of discovery and data integration practices.
- Develop and maintain the operating model for Technical Services ensuring long-term scalability and sustainment.
- Oversee the design process, implementation and sustainment of Service Mapping to ensure business applications, services and dependencies are accurately modeled and consumed.
- Provide architecture and technical direction for design and implementation (CSDM/Service Offerings/ITAM) and co-team with Enterprise Architecture
- Define and maintain the data flow architecture across ServiceNow modules (e.g., SAM, HAM, APM) to ensure alignment with configuration and asset management practices.
- Collaborate with ITAM and Service Configuration teams to raise awareness and provide education, supporting CMDB and ITAM process maturity.
- Review and recommend enhancements to configuration management practices, processes, and procedures, focusing on automation and operational efficiency.
- Participate in data governance activities related to CSDM, ITAM, and other ServiceNow platform data, ensuring compliance with standards.
- Work with internal and external stakeholders to understand data demands and manage platform requirements, aligning with CSDM principles.
- Partner with stakeholders across IT Operations, ITAM, Service Configuration, Cloud Engineering, Finance, EA and GRC to align data and processes with enterprise goals.
- Lead technical data normalization efforts prior to ingestion into the CMDB and ITAM systems of record.
- Define technical and procedural requirements with stakeholders; design, test, and implement solutions that deliver measurable value.
- Communicate technical problems and solutions effectively to both technical and non-technical audiences.
- Maintain current ServiceNow knowledge through self-study and utilization of available training
Requirements
- Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
- Minimum of 7 years of progressive experience in Service Now Platform, IT Service Management, IT Operations, and/or IT Asset Management.
- Proven technical knowledge and hands-on experience with: Advanced hands-on experience with ServiceNow ITOM Discovery and Service Mapping – design, configuration, and sustainment.
- Hands-on experience with ServiceNow Service Mapping configuration/implementation and custom development and scoped applications
- Advanced experience with CSDM design and implementation, including aligning services, applications, and technical services.
- Hands-on experience with IT Asset Management (SAMPro and HAMPro) with integration into CMDB. Including implementation of platform plugins and integrations (SGC & SaaS integrations).
- Strong leader in CMDB governance, data modeling, and normalization to ensure quality and sustainability.
- Strong understanding of service and asset lifecycle management and where the disciplines intersect.
- Ability to translate technical dependencies into business service models that enable decision-making and operational efficiency.
- Ability to understand business requirements and convert them into solution designs
- Demonstrated experience in defining data flow architectures across ServiceNow modules and implementing automation to drive efficiency.
- Excellent analytical, collaboration, and stakeholder engagement skills, with the ability to communicate technical concepts clearly to both technical and non-technical audiences.
- Adept at working in a team environment, and able to handle multiple priorities
- ServiceNow certifications in Service Now platform, ITOM, ITAM, CSDM (preferred).
Benefits
- Health insurance
- Flexible working hours
- Professional development opportunities
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