E2E Solution Architect

Prodapt • Toronto, ON

11h

About The Position

The E2E Solution Architect is Prodapt’s most senior customer-facing technical authority on delivery engagements. Embedded directly with the customer, this role owns the end-to-end architecture of the solution being built — from requirements through design, integration, go-live, and steady-state operations. Unlike a pre-sales architect, the E2E Solution Architect is accountable for what actually gets delivered: they bridge the gap between business expectations and engineering reality, holding the technical vision across the full delivery lifecycle. Deep, hands-on ServiceNow expertise is the foundation of this role — the ability to design, govern, and evolve complex ServiceNow based solutions that integrate with the customer’s broader BSS/OSS and enterprise technology landscape.

Requirements

• Expert-level, hands-on ServiceNow platform knowledge: ITSM, ITOM (Discovery, Service Mapping, Event Management), CSM, HRSD, or Telecom Network Management.
• Proven delivery of complex ServiceNow implementations including scoped applications, Flow Designer automations, IntegrationHub spokes, and custom UI/UX (Now Experience / UI Builder).
• Deep understanding of ServiceNow data model, CMDB design, and service-aware topology — including CI class hierarchy, identification & reconciliation (IRE), and normalization.
• Experience designing and governing multi-tenant or multi-instance ServiceNow architectures with clear isolation, upgrade path strategy, and platform governance.
• Strong integration architecture skills: REST API, GraphQL, JDBC/ODBC, MID Server design, IntegrationHub, and ServiceNow’s Integration Platform for connecting with OSS/BSS and 3rd-party systems.
• Familiarity with ServiceNow AI/ML capabilities: Predictive Intelligence, Virtual Agent, NLU, AIOps (Health Log Analytics), and integration with external LLM/AI platforms.
• Knowledge of ServiceNow security architecture: ACLs, roles, scoped app security, encryption, audit logging, and compliance controls.
• Awareness of ServiceNow licensing models, upgrade cycles (Utah, Vancouver, Washington, Xanadu), and platform governance best practices.
• Functional depth across BSS (product catalogue, ordering, billing, CRM) and OSS (inventory, provisioning, network assurance, fault & performance management).
• Working knowledge of TM Forum frameworks: eTOM process model, TAM application map, SID information model, and Open API suite (TMF620, TMF641, TMF666, TMF683, etc.).
• Understanding of telecom network technologies: 5G core, RAN, IP/MPLS, SD-WAN, NFV/SDN, and cloud native network functions — sufficient to design solutions that span IT and network layers.
• Hands-on experience mapping telecom service, resource, and product layers to CMDB/CSDM structures within ServiceNow Telecom Network Management or custom implementations.
• Familiarity with AI/automation use cases in telecom: AIOps, predictive maintenance, autonomous network operations, and intelligent order fulfilment.
• Proficient in API design and integration patterns — REST, GraphQL, AsyncAPI, event-driven architectures — particularly within telecom and enterprise IT ecosystems.
• Able to produce and review architecture artefacts: solution blueprints, sequence diagrams, data flow diagrams, HLD/LLD documentation, and ADRs.
• Working knowledge of cloud platforms (AWS / Azure / GCP) and containerized deployment patterns; understanding of where ServiceNow fits in hybrid and cloud-native architectures.
• Comfortable evaluating and articulating AI/ML platform capabilities — including agentic systems, LLM powered workflows, and AI-augmented operations — within the delivery context.
• Scripting and development literacy: JavaScript (ServiceNow), Python or Node.js for integration tooling, SQL for data analysis — sufficient to review and guide engineering decisions.
• Customer-first accountability — takes personal ownership of customer outcomes, not just delivery activities; the customer trusts this person as their architect, not just a vendor resource.
• Credibility with depth — earns equal trust with a CTO and a platform engineer; adapts communication without dumbing down technical substance.
• Delivery-grounded — never loses sight of what can actually be built within the programme’s constraints; champions pragmatic architecture over theoretical elegance.
• Proactive risk owner — surfaces technical risks before they become delivery crises; never waits for a steering committee to raise what engineering already knows.
• Cross-functional integrator — bridges product, engineering, delivery, and customer stakeholders as a single coherent voice on architecture and technical direction.
• Continuous learner — stays current on ServiceNow platform evolution, telecom technology shifts, and AI native delivery patterns; brings proven innovations to the programme.

Nice To Haves

• B.S. / M.S. in Computer Science, Systems Engineering, Telecommunications, or equivalent.
• ServiceNow Certified System Administrator (CSA) — mandatory. Certified Implementation Specialist (CIS ITSM, CIS-ITOM, CIS-CSM, or CIS-Telecom) strongly preferred.
• TOGAF, eTOM Practitioner, or equivalent enterprise architecture certification is a strong plus.
• 12–18 years of overall IT/telecom experience with at least 6 years in a customer-facing solution architecture or technical lead role on complex delivery programmes.
• Prior experience at a telecom operator, systems integrator, or technology consulting firm leading multi-year, multi-workstream ServiceNow programmes.
• Track record of delivering ServiceNow solutions in telecom BSS/OSS contexts — order management, network inventory, service assurance, or network operations.
• Thought leadership: published architecture patterns, conference presentations, or TM Forum Catalyst participation in the telecom/OSS/BSS space.

Responsibilities

• Own the E2E solution architecture across all workstreams on the customer delivery engagement — from business requirements to production deployment and beyond.
• Lead architecture discovery sessions with customer stakeholders (C-suite to engineering teams): surface pain points, translate them into actionable solution designs, and establish architectural guardrails.
• Design and govern ServiceNow-based solutions — including ITSM, ITOM, CSM, FSM, Telecom Network Management (TM), and custom scoped applications — ensuring alignment with platform best practices.
• Define integration architecture: orchestrate ServiceNow with customer BSS/OSS systems (ordering, billing, assurance, inventory) via REST/GraphQL/MID Server/IntegrationHub.
• Produce and own all architecture artefacts: solution blueprints, HLD/LLD, integration maps, data flow diagrams, and technical risk registers.
• Act as the single technical point of accountability to the customer — represent Prodapt in architecture review boards, steering committees, and executive briefings.
• Govern technical delivery quality: conduct architecture and design reviews, enforce non-functional requirements (performance, security, scalability, availability), and resolve critical design blockers.
• Collaborate with the delivery manager to shape the programme delivery approach, estimate effort, define milestones, and manage scope changes with a technical lens.
• Identify and mitigate technical risks and dependencies proactively — surface early signals to delivery leadership before they become programme issues.
• Feed validated customer insights, unmet needs, and product gaps back to Prodapt’s Product Architect to strengthen the platform roadmap.
• Mentor and technically lead on-shore and off-shore engineering teams through hands-on design guidance, code/config reviews, and architectural decision records (ADRs).

What This Job Offers

• Job Type: Full-time
• Career Level: Senior