SENIOR ENTERPRISE SOLUTIONS TECHNICAL LEAD

• Job ID: 47301

• Job Category: Information & Technology

• Division & Section: Technology Services, Technology Services Division

• Work Location: Metro Hall, 55 John Street, Toronto, ON.

• Job Type & Duration: Full-time, Permanent

• Salary: $122,305.00 - $163,639.00, TM2413, Wage Grade 8.0

• Shift Information: Monday to Friday, 35 hours per week

• Affiliation: Non-Union

• Number of Positions Open: 1

• Posting Period: 16-May-2024 to 06-Jun-2024

The City of Toronto is the fourth largest city in North America and the fourth largest government in Canada, with a highly diverse and multicultural population. In addition, the City of Toronto has several agencies and corporations including the Toronto Police Service, Toronto Public Library, and the Toronto Transit Commission, which make up the broader municipal organization.

Consistently ranked one of the world’s most livable cities, Toronto is home to more than 2.9 million people whose diversity and experiences make this great city Canada’s leading economic engine and one of the world’s most diverse and livable cities.

Toronto is a global leader in technology, finance, film, music, culture, and innovation, and consistently places at the top of international rankings due to investments championed by its government, residents, and businesses.

In its pursuit of modernizing City services through strategic investment, digital transformation, and a culture of innovation, the Technology Services Division collaborates with all City Divisions, agencies, boards, and corporations to deliver client centric business solutions and secure, reliable IT infrastructure.

Embarking on a transformative journey, the Technology Services Division is reshaping its culture and service delivery approach, focusing on four key priorities:

1. Build Resilient Foundations: Establish a robust, reliable, and secure technology infrastructure.

2. Deliver User-Centric Solutions: Provide enterprise-grade modern solutions with a focus on user experience.

3. Harness Data Power: Utilize data to drive operational processes and informed decision-making Citywide.

4. Empower Stakeholders: Engage and empower stakeholders to foster a culture of agility and innovation.

As Senior Enterprise Solutions Technical Lead, ServiceNow, you will report to the Portfolio Manager – ServiceNow, and will be part of a Technology team providing both oversight, as well as leading implementation of multiple strategic initiatives. With a focus on the Customer, you will be a driving force within the Programs.

This key role will initially focus on strategy, planning (short and long range), solutioning, rollout, and evolution of the ServiceNow platform tools and services, with a forward-looking approach to meet evolving business needs throughout the city.

As Technical Lead, you’ll engage in solution analysis, formulation, coordination as well as advising managers and teams on programs and services at both strategic and operational levels. You will provide innovative, resourceful solutions, identifying approaches, concepts, and methods of analyzing complex and sometimes competing priorities. Management will count on your support in assessing and devising solutions from a pragmatic and objective perspective.

Having previously delivered transformational ServiceNow programs from start to end, you’re well equipped to work with managers to shape and define projects through the development of timely artifacts, including the preparation of planning materials, work plans, reports, briefing notes, and presentations. You're equally prepared to conduct research and analysis, bringing conclusions forward to the client/stakeholders for strategic discussion, or to contribute to the development and implementation of technology solutions.

You will provide hands-on expertise in the areas of:

• Accountable for the ServiceNow platform within Technology Service Delivery.

• Ownership and oversight of the ServiceNow instances and any escalations.

• Supports the creation of the overall ServiceNow roadmap.

• Ensure platform team's alignment with the business strategy, roadmap, and platform governance policies.

• Create and preside over ServiceNow governance board and be involved in all governance components.

• Preside over design configuration decisions to ensure a seamless user experience that aligns with the platform design strategy.

• Designs and architects scalable and sustainable solutions that align with business objectives and industry best practices.

• Configures and customizes ServiceNow modules, including but not limited to IT Service Management (ITSM), IT Operations Management (ITOM), IT Asset Management (HAM/SAM), Strategic Portfolio Management (SPM), Configuration Management Database (CMDB), and Application Portfolio Management (APM).

• Provide technical leadership and guidance to the TSD team and other stakeholders on ServiceNow platform capabilities, best practices, and implementation strategies.

• Hands-on development and implementation of ServiceNow solutions, including workflows, forms, business rules, etc.

• Create and maintain technical documentation, including system architecture diagrams, configuration specifications, knowledge articles, and deployment procedures.

• Provide training and knowledge transfer to internal team members on ServiceNow platform features, functionality, and best practices.

• Provide In-depth knowledge of ServiceNow's security model, including roles, permissions, and access controls. Ability to design and implement robust security profiles to ensure appropriate access to data and functionality for various user roles.

• Provide leadership, design, and implementation of ServiceNow ACC agents for performance monitoring and event management.

Partnership, Vendor & Relationship Management:

• Develop ongoing positive working relationships within Technology Services, as well as with client and partner Divisions. Foster collaboration and service excellence in cross-functional teams, and act as a trusted advisor to senior leadership across the organization.

• Build collaborative relationships with City stakeholders and senior management and assists them in recognizing where Technology Services can add value to, transform or support program operations.

• Foster and manage external partner relationships and manage large, complex contracts to deliver transformation programs and value for the City investments.

Culture and Team Leadership:

• Cultivate a sense of unity where each member understands their purpose and impact with a focus on excellent customer service and experience.

• Build high performance and resiliency through trust, transparency, and respect.

• Encourage creativity and innovation by welcoming diverse perspectives, promoting healthy debate, and questioning the status quo.

• Respect others’ ideas, and create a sense of independence and ownership.

What you bring to the role:

• Bachelor's degree in Computer Science, Information Technology, or related field.

• IT operations experience across IT practices, enterprise processes, and SaaS implementations.

• Minimum 5 years of experience in ServiceNow or equivalent platform architecture, configuration, and implementation.

• ServiceNow Certified Application Architect (CAA) required.

• ServiceNow Certified System Administrator (CSA) and Certified Implementation Specialist (CIS) certifications preferred.

• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and stakeholders; Both technical and non-technical.

• Hands-on experience in configuring and customizing ServiceNow modules, including workflows, forms, business rules, UI policies, and integrations.

• Experience with ServiceNow ITSM modules such as Incident, Change, Asset (HAM and SAM), Configuration Management, and Request Management.

• Experience in design, architecting, and implementing Strategic Portfolio Management and Application Portfolio Management.

• Experience in security hardening, implementing governance and controls aligned to best practise.

• Experience in creating and maintaining technical documentation, including system architecture diagrams, configuration specifications, knowledge articles, and deployment procedures.

• Experience in providing training and knowledge transfer to internal team members on ServiceNow platform features, functionality, and best practices.

• Proficiency in ServiceNow development languages and tools, including JavaScript, GlideScript, Jelly, and AngularJS.

• Strong understanding of ITIL processes and principles.

• Hands-on experience with ServiceNow integration technologies, such as APIs, REST, SOAP, and ServiceNow Integration Hub.

• Strong analytical and problem-solving skills, with a deep attention to detail.

• Ability to work independently and manage multiple priorities in a fast-paced environment.

Equity, Diversity and Inclusion

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment toemployment equity (https://jobs.toronto.ca/jobsatcity/content/Hiring-Policies-and-Statements/?locale=en_US) .

Accommodation

The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request . Learn more about the City’sHiring Policies and Accommodation Process (https://jobs.toronto.ca/jobsatcity/content/Hiring-Policies-and-Statements/?locale=en_US) .