ServiceNow Solutions Architect

Service Now Solutions Architect – BDO Canada

BDO Canada is looking for a senior, client‑facing leader responsible for designing, delivering, and scaling Service Now solutions that drive measurable business and operational outcomes. This role is foundational to BDO’s Service Now practice and will serve as the technical and functional anchor around which a broader delivery team is built. To be successful, you will have deep platform expertise, architectural rigor, business acumen, and leadership, with a strong focus on ITSM and CSM as core foundations, and the ability to expand into additional Service Now workflows over time.

• Act as the lead Service Now architect for BDO engagements, establishing solution architecture standards, design patterns, and leading practices across implementations and managed services.
• Lead the architectural strategy for BDO’s Service Now migration, ensuring scalable, secure, and future‑ready platform design.
• Design and deliver Service Now solutions aligned to long‑term platform health, enterprise standards, and Service Now leading practices.
• Serve as a trusted advisor to client executives, supporting roadmap development, platform governance, and change management considerations.

• Identify and design opportunities to leverage Service Now AI, automation, and workflow optimization (e.g., Virtual Agent, predictive intelligence, flow automation) to improve service efficiency and customer experience.
• Partner with clients to translate operational challenges into automated, data‑driven Service Now solutions.
• Contribute thought leadership on how AI‑enabled service operations can support modern managed services models.

• Support pre‑sales activities including solutioning, scoping workshops, estimation, and proposal development in partnership with Sales and Advisory teams.
• Lead solution architecture discussions during sales cycles, articulating value, trade‑offs, risks, and implementation approach to both technical and executive audiences.
• Contribute to win strategies, value propositions, and differentiation for Service Now opportunities in the market.

• Act as a lead member of delivery teams, providing architectural oversight and hands‑on leadership to ensure successful customer outcomes.
• Guide delivery teams through complex design decisions, integrations, and platform configuration challenges.
• Promote continuous improvement across delivery methodologies, accelerators, and reusable assets.

• Mentor, coach, and enable other members of the Service Now delivery team, helping to grow internal capability and consistency.
• Lead internal enablement activities such as office hours, workshops, webinars, and playbooks for advisory, delivery, and go‑to‑market teams.
• Contribute to the development of a scalable Service Now delivery model, including standards, templates, and best practices.

• You demonstrate BDO's core values through all aspects of your work:
  Integrity, Respect, and Collaboration.
• You understand your client’s industry, challenges, and opportunities; clients describe you as positive, professional, and delivering high quality work.
• You identify, recommend, and are focused on effective service delivery to your clients.
• You share in an inclusive and engaging work environment that develops, retains and attracts talent.
• You actively participate in the adoption of digital tools and strategies to drive an innovative workplace.
• You grow your expertise through learning and professional development.

• 8+ years of experience in a professional services, consulting, or enterprise IT environment.
• Demonstrated experience designing and delivering Service Now ITSM and CSM solutions.
• Strong experience leading solution architecture, estimation, and client‑facing workshops.
• Proven ability to influence and consult with senior leaders, translating business needs into actionable solution designs.
• Experience working across complex stakeholder groups, including technical and non‑technical audiences.
• Strong analytical and…