Principal Enterprise Workflow Platform Architect, ServiceNow CSM - EN 687

Application deadline: October 1, 2026, 12:00PM ET Join the EDC Team! At EDC, we support Canadian businesses to succeed globally. We provide the financial tools and expertise they need to explore new markets, reduce risks, all towards the goal of making Canada and the world better through trade. Position: Principal Enterprise Workflow Platform Architect, ServiceNow CSM & Automation Employment Type: Permanent Compensation Details: • Infra. Platform Architect 19: Salaries typically range from $112,006 to $149,341 annually, based on qualifications and experiences, plus a performance-based incentive. Location: • Export Development Canada operates under a hybrid work model, with employees currently required to work from the office two days per week. Effective September 2026, this requirement will increase to three days per week and will be implemented gradually through a phased approach based on employee location. (subject to change) . • This role can be performed from EDC’s headquarters in Ottawa or from one of our Community Hubs located in Toronto, Montreal, or Vancouver. • Relocation assistance is available for candidates who meet the eligibility criteria. Internal Employees, please consult the ServiceNow article entitled Internal movements – what you need to know. About EDC: At Export Development Canada (EDC), we empower Canadian businesses to succeed globally. As a financial Crown corporation, we offer innovative financial solutions and expert insights to help businesses explore new markets, mitigate risks, and achieve growth. Why Join EDC? • Comprehensive Benefits: EDC offers a competitive compensation & benefits package, work-life balance, & the opportunity to help make Canada and the world better through trade. • Work-Life Balance: EDC offers a competitive compensation package & work-life balance. We have hybrid work options, 3 to 4 weeks paid vacation, a corporate closure period, summer early Friday’s & no meeting Fridays. • Professional Development: Take advantage of our continuous learning opportunities, including training programs, workshops and language training. • Inclusive Culture: Be part of a diverse and inclusive workplace that champions employment equity & values diversity of ideas, strengths, & backgrounds to succeed. • Wellness Programs: Access to wellness initiatives, mental health support, and fitness programs to keep you healthy and happy. • Community Engagement: Participate in volunteer opportunities and give back to the community through our various social responsibility programs. Team Overview: The Digital & Technology Solutions (DTS) group under the leadership of the Chief Information Officer was established in 2023 with the mission of empowering our customers and colleagues to take on the world, by seamlessly delivering secure and reliable digital experiences. Digital & Technology Solutions has set out to achieve the following objectives for EDC: • Define, execute, and sustain the integrated technology target state, target data model and technology operations required to enable EDC’s 2030 business transformation. • Establish and manage the rolling 3 Year Digital Roadmap that sequences the technology outcomes required to achieve the technology target state and facilitate its execution across all domains in the organization. • Keep pace with industry trends and emerging technologies, ensuring EDC has access to the digital technology tools it needs to stay relevant in the market and grow Canadian global trade. • Lead and ensure integrated digital, data, infrastructure, and cybersecurity implementations to create excellent customer, user, and employee experiences. As a Platform Architect, Enterprise workflows, you will play a critical role in shaping the future of EDC's enterprise workflow ecosystem. This position focuses on architecting and evolving EDC's enterprise workflows, automation and orchestration across ServiceNow (CSM & business modules), automation platforms and emerging AI technologies that span multiple business domains. You will work closely with business stakeholders, product owners, ServiceNow Platform Team, solution architects, business architects, and delivery teams to define target-state business capabilities and translate them into scalable ServiceNow platform solutions. You will apply architectural, security and data protection standards, guide implementation teams, and ensure workflows are designed with long-term sustainability, governance, security, and user experience in mind. This role is ideal for someone who enjoys solving complex business challenges, influencing enterprise-wide transformation initiatives, and designing connected experiences that simplify how work gets done across the organization. What you will be doing: • Participate in defining and maintaining the architectural vision and roadmap for ServiceNow workflows, playbooks, case management, and automation capabilities across multiple business functions. • Define enterprise workflow and automation architecture standards. • Establish target-state architecture across ServiceNow and other automation platforms • Partner with business and technology stakeholders to identify opportunities to standardize, simplify, automate, and optimize business processes using ServiceNow & Automation platform capabilities. • Working with the other ServiceNow architects, help to establish architecture principles, standards, governance practices, and design patterns for ServiceNow & Automation solutions, integrations, data management, security, and platform configuration. • Lead architecture reviews and design governance • Develop integration, security and data architecture patterns • Evaluate AI, intelligent automation and workflow orchestration capabilities • Create reusable architecture patterns and implementation standards • Guide multiple delivery teams on enterprise platform adoption • Conduct feasibility assessments, evaluate emerging platform capabilities and industry trends, and provide recommendations that align technology investments with business outcomes. • Provide technical leadership and architectural guidance to product teams, business analysts, developers, and vendors throughout solution delivery and platform lifecycle management. • Collaborate across domains including Customer Service Management (CSM), Legal, Operations, Risk, and Enterprise Architecture to ensure seamless end-to-end business experiences and alignment with EDC's digital roadmap. What we are looking for: • University degree in Computer Science, Information Technology, Engineering, Business Technology Management, or a related discipline. • Minimum 10 years of experience in enterprise technology architecture, platform architecture, business solution architecture, or digital transformation initiatives. • Minimum 10 years of hands-on ServiceNow and Automation experience designing and implementing complex enterprise solutions. • ServiceNow Certifications aligned with the position. • Demonstrated experience architecting enterprise workflows, case management solutions, and process automation capabilities within ServiceNow. • Strong understanding of ServiceNow architecture, platform governance, workflow design, integration patterns, security, data management, and platform scalability. • Experience leading cross-functional business process transformation initiatives involving multiple business units and stakeholder groups. • Proven ability to analyze complex business requirements and translate them into practical, sustainable technology solutions. • Experience establishing target-state architectures, technology roadmaps, and architecture standards for enterprise platforms. • Enterprise workflow architecture experience. • Integration and API architecture experience. • Experience designing enterprise-scale automation and orchestration solutions. • Strong consultative, facilitation, and communication skills with the ability to