ServiceNow Senior Solution Designer

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

About the role:

The ServiceNow Solution Designer will be part of an agile team supporting the platform administration squad, building out and/or supporting the implementation of OOB Modules, overseeing custom application design, and configuring 3rd party integrations. Successful candidates will be able to think critically in solving mission critical issues, supporting end to end development of both front-end and back-end development including workflow and custom plug-ins.

The senior developer will be playing a key role in the platform QA to ensure that development standards are adhered to and platform performance is kept stable. The successful candidate will assist in the integration of various external AI systems to support platform applications (ex. Incident & MIM, Change, Problem, and custom applications).

What will you do:

•  Lead the development and implementation of complex ServiceNow solutions across modules such as IT Service Management (ITSM), IT Operations Management (ITOM), Third-Party Risk (TPRM), and Security & Vulnerability (VR Enterprise and SIR Enterprise).
• Build and customize ServiceNow applications, including workflows, business rules, client scripts, UI policies, and scripted REST APIs to meet enterprise-level requirements.
• Integrate ServiceNow with external systems, including AI/ML platforms (e.g., TensorFlow, PyTorch, OpenAI, or custom models), to enable intelligent automation, predictive analytics, and natural language processing capabilities.
• Provide integration oversight for all new and existing connections, ensuring alignment with platform standards, security protocols, and operational reliability.
• Mentor junior developers, conduct code reviews, and enforce best practices in ServiceNow development, including performance optimization and security compliance.
• Collaborate with cross-functional teams (e.g., IT, business stakeholders, and AI specialists) to gather requirements, translate them into technical specifications, and deliver scalable, AI-enhanced solutions.
• Develop and maintain AI-driven features such as virtual agents, chatbots with NLP integration, anomaly detection in IT operations, and recommendation engines using ServiceNow’s Virtual Agent, Predictive Intelligence, and IntegrationHub.
• Perform system upgrades, patching, and migrations while ensuring minimal downtime and data integrity.
• Monitor, manage, and optimize platform performance and stability, including instance health, response times, job scheduling, and resource utilization.
• Troubleshoot and resolve high-priority incidents, perform root cause analysis, and implement proactive monitoring with AI-based insights.
• Create technical documentation, including integration maps, performance tuning reports, and AI model deployment guides.
• Stay current with ServiceNow releases (e.g., Washington DC, Xanadu) and emerging AI technologies to propose innovative enhancements.
   

Duties

• Build and deploy custom scoped applications and widgets using ServiceNow App Engine Studio.
• Implement AI integrations, such as connecting ServiceNow to external AI services for sentiment analysis, automated ticket routing, or generative AI for knowledge article creation.
• Configure and extend ServiceNow AI Search, Performance Analytics with machine learning, and Now Intelligence features.
• Ensure integrations comply with data privacy standards (e.g., GDPR, CCPA) and handle secure API authentication (OAuth, JWT).
• Conduct unit testing, integration testing, and user acceptance testing (UAT) for AI-enhanced workflows.
• Proactively monitor and tune platform performance using tools like System Diagnostics, Performance Analytics, and instance observability dashboards.
• Lead technical planning and execution of upgrades, clones, and new implementations, including rollback strategies and post-deployment validation.
• Optimize ServiceNow instances for performance, including scripting efficiency, database queries, and AI data processing impacts.
•  Participate in agile ceremonies (sprints, stand-ups, retrospectives) and contribute to roadmap planning with AI-focused and platform stability initiatives.

What you need to succeed:

• Bachelor’s degree in Computer Science, Information Technology, or a related field; Master’s preferred.
• 5+ years of hands-on experience in ServiceNow development, with at least 2 years in a senior or lead role.
•  Active ServiceNow Certified Application Developer (CAD) and Certified Implementation Specialist (CIS) in at least two modules; Mainline certifications highly desirable.
•  Proven expertise in ServiceNow scripting (JavaScript, GlideScript, AngularJS) and tools like Flow Designer, Workflow Editor, and Service Portal.
• Building REST/SOAP integrations with AI APIs (e.g., Google Cloud AI, AWS SageMaker, Azure Cognitive Services, or open-source LLMs). 
• Strong knowledge of integration patterns (MID Server, IntegrationHub, Spokes) and data formats (JSON, XML).
• Experience with DevOps practices for ServiceNow (Update Sets, ATF, Clone, CI/CD pipelines).
• Excellent problem-solving skills, with the ability to debug complex workflows and performance bottlenecks.
• Strong communication skills for stakeholder presentations and technical leadership.

What’s in it for you:

• We’re honoured to be recognized as a 2024 Best Workplaces in Ontario by Great Place to Work® Canada.
• We are thrilled to be recognized by Excellence Canada with their top-level certification, the Canada Order of Excellence for Mental Health at Work®,  for prioritizing employee well-being, fostering a positive work culture, and achieving excellence in mental health.
• Wellness programs that support the three pillars of your health – mental, physical, and financial
• The opportunity to move along a variety of career paths with amazing networking potential.
• As a hybrid organization, you and your leader use business and Client needs to choose where you work, at home or in the office

Must be able to satisfactorily complete applicable background checks prior to the start date and during employment, in accordance with Sun Life’s policies and practices.

The Base Pay range is for the primary location for which the job is posted. It may vary depending on the work location of the successful candidate or other factors. In addition to Base Pay, eligible Sun Life employees participate in various incentive plans, payment under which is discretionary and subject to individual and company performance. Certain sales focused roles have sales incentive plans based on individual or group sales results.  

Diversity and inclusion have always been at the core of our values at Sun Life. A diverse workforce with wide perspectives and creative ideas benefits our Clients, the communities where we operate and all of us as colleagues. We welcome applications from qualified individuals from all backgrounds.

Persons with disabilities who need accommodation in the application process, or those needing job postings in an alternative format, may e-mail a request to [email protected].

We are proud to be a hybrid organization that offers our employees the choice and flexibility to work from both the office and virtually based on the needs of the business, our Clients and you! Several work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.

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