Lead Specialist, ServiceNow CMDB Solution Architect, Deloitte Global Technology

Job Type: Permanent Work Model: Remote Reference code: 135342 Primary Location: Toronto, ON All Available Locations: Toronto, ON; Ottawa, ON Our Purpose At Deloitte, our Purpose is to make an impact that matters. We exist to inspire and help our people, organizations, communities, and countries to thrive by building a better future. Our work underpins a prosperous society where people can find meaning and opportunity. It builds consumer and business confidence, empowers organizations to find imaginative ways of deploying capital, enables fair, trusted, and functioning social and economic institutions, and allows our friends, families, and communities to enjoy the quality of life that comes with a sustainable future. And as the largest 100% Canadian-owned and operated professional services firm in our country, we are proud to work alongside our clients to make a positive impact for all Canadians. By living our Purpose, we will make an impact that matters. Have many careers in one Firm. Enjoy flexible, proactive, and practical benefits that foster a culture of well-being and connectedness. Learn from deep subject matter experts through mentoring and on the job coaching Deloitte Global is the engine of the Deloitte network. Our professionals reach across disciplines and borders to develop and lead global initiatives. We deliver strategic programs and services that unite our organization. What will your typical day look like? The Global ServiceNow Center of Excellence is seeking a highly skilled and experienced ServiceNow CMDB Solutions Architect to lead the architecture of enterprise Configuration Management Database solutions, with particular emphasis on the Common Service Data Model (CSDM ), configuration data quality, discovery, service mapping and governance. The ideal candidate will combine deep ServiceNow platform expertise with practical knowledge of configuration management, IT operations, service management and enterprise data governance. This role requires strong architecture leadership, excellent written and verbal communication skills, and the ability to work effectively with platform, infrastructure, application, service management, security, technology and business stakeholders. The successful candidate will translate business and operational requirements into scalable technical designs, guide implementations through architectural governance, and ensure solutions make effective use of out-of-the-box CMDB capabilities, integrations, automation, health monitoring and reporting. Responsibilities: Lead the architecture, design and implementation of enterprise ServiceNow CMDB solutions aligned to CSDM and configuration management objectives. Partner with platform, infrastructure, application, service management, security, operations and business stakeholders to define configuration data requirements, ownership and measurable outcomes. Define architectures covering CI class models, service and application models, relationships, lifecycle states, ownership, data sources and supporting governance workflows. Design traceable and reusable relationships between business applications, application services, technical services, infrastructure components, locations, users and support groups. Develop and maintain architectural views, CSDM-aligned data models, integration designs, decision records, configuration standards and detailed technical specifications. Promote configuration-first, upgrade-safe use of out-of-the-box ServiceNow CMDB capabilities and challenge unnecessary customization. Provide technical leadership to delivery teams and review configurations, extensions and code for security, quality, performance and maintainability. Architect integrations and ingestion patterns using Discovery, Service Mapping, Service Graph Connectors, IntegrationHub ETL, APIs and other appropriate technologies. Define Identification and Reconciliation Engine rules, source precedence, reconciliation controls and multi-source data patterns to prevent duplicates and protect authoritative data. Establish CMDB health, certification, attestation, remediation and lifecycle-management practices that improve completeness, correctness, compliance and currency. Ensure security, privacy, data ownership, access controls, auditability and segregation of duties are embedded within solution designs. Support projects through architecture review, design assurance, testing, deployment and mandatory governance processes. Troubleshoot complex CMDB, discovery, service mapping and integration issues and guide teams towards sustainable resolutions. Shape the ServiceNow CMDB and CSDM roadmap, standards and reusable patterns, remaining current with product releases and recognized configuration management practices. Mentor architects, CMDB administrators, data owners and delivery colleagues and contribute to continuous improvement across the ServiceNow architecture practice. . Important : This is an architecture role specializing in ServiceNow CMDB and CSDM; it is not a lead developer role. A deep technical understanding of the platform, Configuration Management Database data model, Identification and Reconciliation Engine and configuration data lifecycle is required, but the candidate should expect to spend most of their time working with project teams, data owners and business stakeholders, shaping CMDB solutions, producing design documentation, making architectural decisions and supporting projects through mandatory governance processes. Hands-on development will normally be limited to occasional proof-of-concept, configuration validation or technical analysis work. About the team Deloitte Technology works at the forefront of technology development and processes to support and protect Deloitte around the world. In this truly global environment, we operate not in "what is" but rather "what can be" to help Deloitte deliver and connect with its clients, its communities, and one another in ways not previously conceived. Enough about us, let’s talk about you Qualifications Required: Certified ServiceNow Administrator (CSA) Certified Implementation Specialist – Data Foundations (CMDB and CSDM) (CIS-DF), or the current equivalent ServiceNow certification. Excellent written and verbal communication, interpersonal and presentation skills, with the ability to explain complex CMDB, CSDM, data governance and technical concepts to technical and non-technical audiences. 5+ years of ServiceNow experience in solution or technical architecture roles, including substantial hands-on architecture experience with enterprise CMDB implementations. A proven track record of leading end-to-end ServiceNow CMDB solution designs and delivering complex, enterprise-scale implementations. Deep knowledge of the ServiceNow CMDB and CSDM, including CI class hierarchy, service and application modelling, relationships, lifecycle states, ownership and CSDM domains. Experience designing CMDB governance frameworks, operating models, data ownership, certification, attestation, remediation and continuous improvement processes. Strong knowledge of CMDB Health, Data Manager, CI Class Manager, duplicate management, stale CI handling and the completeness, correctness and compliance health measures. Strong understanding of ServiceNow platform architecture, data model, security model, workspaces, reporting, workflow automation and upgrade-safe design practices. Experience populating and maintaining the CMDB through Discovery, Service Mapping, Service Graph Connectors, IntegrationHub ETL, APIs, import sets and other appropriate ingestion technologies. Deep understanding of Identification and Reconciliation Engine configuration, identification rules, reconciliation rules, data source rules, source precedence and multi-source CMDB patterns. Experience integrating CMDB data with ITSM, ITOM, Security Operations, Asset Management and other platform capabilities to support impact, change, incident and service-management outcomes. Working knowledge of ServiceNow scripting, including JavaScript and GlideRecord, sufficient to assess technical feasibility and assure solution quality. Experience working with Agile and Waterfall delivery approaches and participating across the full software development lifecycle. Solid understanding of ITIL configuration management, architecture governance, data security and privacy, change and release management, testing and audit requirements. Ability to work independently and collaboratively across multidisciplinary teams, with strong analytical, problem-solving and stakeholder-management skills. Excellent Microsoft Word, Excel, Visio and PowerPoint skills. Beneficial: ServiceNow Discovery, Service Mapping, ITOM or Asset Management implementation experience and relevant certifications. Certification in non-ServiceNow enterprise platform technologies such as Azure, AWS or Microsoft 365. ServiceNow Developer experience is beneficial but not required. This is not a developer role. Certified Master Architect (CMA), Certified Technical Architect (CTA), or other relevant Certified Implementation Specialist credentials. Total Rewards The salary range for this position is $85,000 - $156,000, and individuals may be eligible to participate in our bonus program. Deloitte is fair and competitive when it comes to the salaries of our people. We regularly benchmark across a variety of positions, industries, sectors, targets, and levels. Our approach is grounded on recognizing people's unique strengths and contributions and rewarding the value that they deliver. Our Total Rewards Package extends well beyond traditional compensation and benefit programs and is designed to recognize employee contributions, encourage personal wellness, and support firm growth. Along with a competitive base salary and variable pay opportunities, we offer a wide array of initiatives that differentiate us as a people-first organization. On top of our regular paid vacation days, some examples include: $4,000 per year for mental health support benefits, a $1,300 flexible benefit spending account, firm-wide closures known as "Deloitte Days", dedicated days of for learning (known as Development and Innovation Days), flexible work arrangements and a hybrid work structure. Our promise to our people: Deloitte is where potential comes to life. Be yourself, and more. We are a group of talented people who want to learn, gain experience, and develop skills. Wherever you are in your career, we want you to advance. You shape how we make impact. Diverse perspectives and life experiences make us better. Whoever you are and wherever you’re from, we want you to feel like you belong here. We provide flexible working options to support you and how you can contribute. Be the leader you want to be Some guide teams, some change culture, some build essential expertise. We offer opportunities and experiences that support your continuing growth as a leader. Have as many careers as you want. We are uniquely able to offer you new challenges and roles – and prepare you for them. We bring together people with unique experiences and talents, and we are the place to develop a lasting network of friends, peers, and mentors. The next step is yours At Deloitte, we are all about doing business inclusively – that starts with having diverse colleagues of all abilities. Deloitte encourages applications from all qualified candidates who represent the full diversity of communities across Canada. This includes, but is not limited to, people with disabilities, candidates from Indigenous communities, and candidates from the Black community in support of living our values, creating a culture of Diversity Equity and Inclusion and our commitment to our AccessAbility Action Plan , Reconciliation Action Plan and the BlackNorth Initiative . We encourage you to connect with us at accessiblecareers@deloitte.ca if you require an accommodation for the recruitment process (including alternate formats of materials, accessible meeting rooms or other accommodations) or indigenouscareers@deloitte.ca for any questions relating to careers for Indigenous peoples at Deloitte (First Nations, Inuit, Métis). When you apply, we will review your application using Deloitte's Global Talent Standards to ensure a consistent recruitment experience. Our recruitment advisors and hiring teams will utilize human screening combined with AI technology to help identify the skills and qualities that matter most to our business, while safeguarding your privacy and using AI responsibly. Deloitte Canada has 20 offices with representation across most of the country. We acknowledge that Deloitte offices stand on traditional, treaty, and unceded territories in what is now known as Canada. We recognize that Indigenous Peoples have been the caretakers of this land since time immemorial, nurturing its resources and preserving its natural beauty. We acknowledge this land is still home to many First Nations, Inuit, and Métis Peoples, who continue to maintain their deep connection to the land and its sacred teachings. We humbly acknowledge that we are all Treaty people, and we commit to fostering a relationship of respect, collaboration, and stewardship with Indigenous communities in our shared goal of reconciliation and environmental sustainability.