Senior Systems Integrator (ServiceNow) - City of Toronto, Toronto

Role Overview

The City of Toronto is seeking a Senior Systems Integrator for Technology Services to provide critical senior technical leadership and architectural direction for its enterprise-scale ServiceNow platform. This permanent, full-time opportunity in Toronto involves defining, implementing, integrating, and evolving the City's ServiceNow environment.

In this pivotal role, you will define and maintain the end-to-end ServiceNow architecture across key areas, including IT Service Management (ITSM), IT Operations Management (ITOM), and IT Asset Management (ITAM). This encompasses modules such as Discovery, Service Mapping, Event Management, Software Asset Management, Hardware Asset Management, CMDB, and the Common Service Data Model. Your expertise will establish platform architecture standards, integration patterns, development guardrails, and governance controls to ensure all ServiceNow solutions are scalable, secure, resilient, and aligned with City technology standards.

This senior position also guides the responsible introduction of mobile-enabled services, workflow automation, Virtual Agent, and AI-assisted capabilities to enhance employee experience, operational efficiency, and decision-making across the City of Toronto. You will work closely with Product Owners, Portfolio Management, Enterprise Architecture, Cybersecurity, divisional technology teams, vendors, and delivery partners, providing architectural oversight throughout the solution lifecycle to reduce technical debt and support consistent enterprise service delivery.

Day-to-Day Responsibilities

As a Senior Systems Integrator, your daily responsibilities will involve a blend of strategic planning, technical leadership, and operational management, ensuring the robust and efficient functioning of the City's ServiceNow platform. Key tasks include:

• Implements detailed plans and recommends policies/procedures regarding program specific requirements.
• Supervises, motivates and trains assigned staff, ensuring effective teamwork, high standards of work quality and organizational performance, continuous learning and encourages innovation in others.
• Supervises the day-to-day operation of all assigned staff including the scheduling, assigning and reviewing of work. Authorizes and co-ordinates vacation and overtime requests. Monitors and evaluates staff performance, approves salary increments, hears grievances and recommends disciplinary action when necessary.
• Provides input into and administers assigned budget, ensuring that expenditures are controlled and maintained within approved budget limitations.
• Leads, facilitates and contributes to the design, creation, development and sustainment of corporate standards for the division, including formalized project management and methodology, data warehousing architecture, data modeling, metadata, change management, and application development and migration.
• Responsible to senior management within the division, business and technical stakeholders for all aspects of assigned projects, including the project charter, project plan and schedule, progress, budget, risk management, issue management, change management, resource management, quality review/best practices.
• Provides project budget and financial management such as sole source requests; contract negotiations; leasing agreements; business cases; feasibility and cost/benefit analysis.
• Prepares and/or supervises the preparation of various formal contractual documents such as Request For Information/Proposal/Quotation (RFI/P/Q), Statement Of Work (SOW), Memorandum Of Understanding (MOU) and Service Level Agreements (SLA).
• Provides leadership in the evaluation, selection and recommendation of technical solutions and professional services; manages vendors and contractors in the overall solution delivery process.
• Identifies and develops divisional/cross-divisional initiatives to produce synergies and economies of scale.
• Negotiates with senior management, clients and various stakeholders often with competing and conflicting goals, objectives and priorities.
• Provides assessments and recommendations of new technology trends on the effective use, acquisition and integration of technology by the City.
• Identifies and analyzes current business processes and practices in the context of evolving information architecture and performance measures; prepares feasibility study and recommends overall technical solutions for business initiatives and leverage existing enterprise infrastructure investments.
• Recommends and implements security, privacy and quality assurance requirements consistent with both the Municipal Freedom of Information Privacy and Protection Act (MFIPPA), and corporate and legislated standards regarding the storage, processing and retention of confidential data.
• Recommends, establishes, and sustains various project management structures that span one or more levels of government such as the Provincial Offence Act and Social Housing downloading initiatives.
• Assesses and recommends scalable multi-jurisdictional business and technical solutions that meet client and business requirements in the context of corporate standards, policies and procedures for information technologies and architectures. This includes determining requirements, conducting research and evaluations and obtaining all approvals and signoffs.
• Informs and educates senior managers, business users and technology peers on technology trends, and the effective use of business and technology solutions and information management.

Qualifications

To excel in this Senior Systems Integrator role, candidates should demonstrate extensive experience and specific certifications related to ServiceNow technology and enterprise architecture. Your application should clearly outline your qualifications as they relate to the following:

• Extensive experience providing architecture and technical leadership for complex, enterprise-scale ServiceNow implementations across multiple modules, including ITSM and at least one of ITOM or ITAM.
• Extensive experience in designing and governing ServiceNow platform architecture, including CMDB, CSDM, Discovery, Service Mapping, application and integration architecture, data governance, platform security and technical standards.
• Extensive experience designing and implementing enterprise integrations with ServiceNow, including REST or SOAP APIs, IntegrationHub, MID Server, event ingestion, message queues and identity integrations using technologies such as SSO, SAML or OAuth.
• Extensive experience with ServiceNow development and configuration standards, including JavaScript, Glide APIs, Flow Designer, scoped applications, update sets, source control, Automated Test Framework, CI/CD and performance optimization.
• Valid ServiceNow Certified System Administrator certification, together with at least one of the following current ServiceNow certifications: Certified Application Developer; Certified Implementation Specialist – IT Service Management; Certified Implementation Specialist – IT Operations Management; or Certified Technical Architect or another recognized ServiceNow architect-level certification.
• Considerable experience establishing architecture governance, development guardrails and secure-by-design practices within a large, complex organization, including architecture reviews, technical decision records, release readiness, audit support and management of technical debt.
• Considerable experience leading multidisciplinary technical teams and providing architectural oversight to vendors and systems integrators, with demonstrated ability to translate business requirements into scalable technical solutions and communicate recommendations to senior technology and business stakeholders.
• Post-secondary degree or diploma in computer science, information technology, engineering, business administration or a related discipline, or an equivalent combination of education and extensive relevant experience.

Compensation and Perks

This full-time, permanent Senior Systems Integrator position with the City of Toronto offers a competitive salary range of $105,241.00 to $160,649.00, based on a 35-hour work week from Monday to Friday.

The City of Toronto is dedicated to fostering an inclusive workplace culture that reflects the diverse residents it serves, operating as an equal opportunity employer committed to employment equity.

Committed to accessibility, the City provides barrier-free employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation during the recruitment process, please make your needs known, and the City will work to meet them.