ServiceNow Technical Lead/Solutions Architect

It’s fun to work in a company where people truly BELIEVE in what they’re doing!

Job Description:

Ingram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage™ set us apart. Learn more at www.ingrammicro.com

Ingram Micro has earned Great Place to Work Certification™ for 2025-2026 in Canada! This prestigious recognition reflects our commitment to our people and our culture.

Come join our team where you’ll make technology happen in surprising ways. Let’s shape tomorrow – it’ll be a fun journey!

This position is a hybrid role based in our Mississauga office with the opportunity to work 2 days remotely per week.

Role: We are seeking a highly experienced ServiceNow Technical Lead/Solutions Architect to drive the architecture, design, and implementation of enterprise-grade ServiceNow solutions. The ideal candidate will bring deep technical expertise in the ServiceNow platform-both as a user, developer, and architect-while also demonstrating the ability to understand business requirements and translate them into scalable, integrated solutions that deliver measurable outcomes. This is a hands-on technical leadership role responsible for the design integrity, scalability, and extensibility of ServiceNow solutions, including CMDB, ITSM, ITOM, SecOps, and Service Graph, in coordination with other enterprise systems like monitoring/alerting, security platforms, and CI/CD pipelines.

Key Responsibilities

• Serve as the technical authority and solution owner for the ServiceNow platform, guiding architectural decisions and implementation strategies across modules.
• Translate complex business needs into comprehensive technical solutions using the full breadth of ServiceNow capabilities and its integration potential with other enterprise tools.
• Design and oversee implementation of a cloud-aware, application-aware CMDB and Service Graph architecture, ensuring alignment with CSDM and business service models.
• Review and approve/reject or direct technical solutions proposed or implemented by external vendors, ensuring alignment with enterprise architecture standards and best practices.
• Provide technical leadership across ServiceNow initiatives, including new feature development, upgrades, and operational support.
• Collaborate closely with stakeholders across ITSM, ITOM, Security, DevOps, SRE and Engineering to build end-to-end service workflows and automation.
• Define and enforce ServiceNow development standards, reusable components, and governance practices.
• Lead performance optimization, capacity planning, and platform reliability engineering for ServiceNow.
• Support compliance, security, and audit readiness of the platform through robust technical design and process alignment.

Required Qualifications

• Bachelor’s degree in computer science or related field required.
• 7+ years of experience in enterprise IT, with 5+ years of ServiceNow architecture, administration, and development.
• Proven experience leading and implementing complex ServiceNow modules including ITSM, ITOM, CMDB, Service Graph, SecOps, and Custom App Development.
• Expert understanding of ServiceNow data models, CSDM, CMDB relationships, and Discovery/Service Mapping.
• Demonstrated experience integrating ServiceNow with tools such as:
• Monitoring & alerting systems (e.g., Datadog, Dynatrace, Splunk)
• CI/CD pipelines (e.g., Bitbucket, Jenkins, Azure DevOps, GitHub Actions)
• Security tools (e.g., CrowdStrike, Qualys, Tenable)
• Ability to design solutions that span ServiceNow and broader enterprise ecosystems.
• Strong experience overseeing or working with external vendors and managed services partners.
• Deep understanding of enterprise ITIL/ITSM best practices and how they are operationalized through ServiceNow.
• Experience with Scoped Applications, Flow Designer, Scripted REST APIs, UI Policies, Business Rules, Transform Maps, etc.
• Effective communicator who can bridge business and technical teams; strong written and verbal communication skills.
• ServiceNow certifications strongly preferred:
• Certified System Administrator (CSA)
• Certified Implementation Specialist (CIS) – ITSM, ITOM, CMDB, etc.
• Certified Application Developer (CAD)
• Certified Technical Architect (CTA) or strong experience equivalent

Preferred Qualifications:

• Experience implementing automated governance, CMDB accuracy, and lifecycle management.
• Prior work on ServiceNow enterprise integrations at a Fortune 500 scale.
• Knowledge of cloud-native services (AWS, GCP, Azure) and Kubernetes-based infrastructure.
• Familiarity with Agile/DevOps delivery methods and SAFe frameworks.
• This is not a complete listing of the job duties. It’s a representation of the things you will be doing, and you may not perform all of these duties.

At Ingram Micro, certain roles are eligible for additional rewards, including merit increases, annual bonuses, or sales incentives. These awards are allocated based on position level and individual performance. Canadian associates have access to flexible Healthcare, Dental, Vision, well-being benefits and perks, critical illness, disability coverage, mental health support, paid time off, RRSP Matching and much more!

Equal Opportunity Statement

As a diverse and inclusive organization, we encourage individual achievement and recognize the strength of a diverse workforce. Ingram Micro Canada is proud to be an equal opportunity employer. We consider qualified applicants without regard to race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. Accommodations for job applicants are available on request, please contact us by sending an email to [email protected] . This email box is designed to assist with accommodations through the hiring process. Emails sent for non-accommodation-related inquiries, such as following up on an application, will not receive a response. In your email, please provide contact details, and preferred contact method and describe the accommodation so we can work with you to assist.

Ingram Micro’s Commitment to ESG (Environment, Social & Governance)

Ingram Micro is a values-driven organization and our commitment to ESG performance is a statement about who we are and our desire to make a difference each day through the way we do business. Through our IngramMicroESG program, we establish policies, programs, and practices to achieve continuous improvement on the Environmental, Social and Governance areas that are most significant to our stakeholders. Learn more about our ESG initiatives and read our ESG reports here – Ingram Micro ESG.