Lead Service Now and System Engineer-Mars Veterinary Health

JOB TITLE: Lead Service Now and System Engineer-Mars Veterinary Health

LOCATION & SCHEDULE:

Support Office - Vancouver, Full time

COMPENSATION:

$119,658.00 - $186,965.63

As part of the Mars Petcare family of businesses, Mars Veterinary Health is a global network of veterinary practices made possible by 75,000 Associates who care for millions of pets across nearly 3,000 clinics in more than 20 countries each year. We are committed to leveraging our reach to make a long-term positive impact on people, pets, and the planet and know our Purpose – A BETTER WORLD FOR PETS – starts with the people who care for them. We strive to offer unparalleled veterinary care for pets by first and foremost enabling and empowering our Associates to do what they love, whether in primary, specialty, and emergency care or management and leadership.

Why This Role Matters:

The Lead ServiceNow and System Engineer is responsible for the overall technical architecture, design, and engineering governance of the ServiceNow platform across Mars Veterinary Health (MVH), ensuring scalability, performance, security, and alignment with enterprise standards.

This role acts as the technical owner of the platform, leading the design and implementation of solutions while ensuring consistency and quality across all developments. The position is responsible for managing and guiding external engineering resources, including configuration, architecture, and automation functions, ensuring clear separation of responsibilities and adherence to best practices.

Additionally, this role collaborates with technical architecture teams, product teams for IT platforms, application development teams, and third-party providers to ensure alignment with enterprise architecture and delivery standards.

• Define and own the technical architecture of the ServiceNow platform, ensuring scalability, performance, security, and maintainability.

• Establish and enforce engineering standards, development guidelines, and best practices across all ServiceNow implementations.

• Lead and manage external ServiceNow engineering resources, including Configuration Engineers, Solution Architects, and Automation & Integration Engineers, ensuring clear role separation and high-quality delivery.

• Provide technical oversight, code review, and solution validation to ensure consistency and avoid platform fragmentation.

• Partner closely with the ServiceNow Demand & Delivery Manager to translate prioritized business and IT requirements into scalable technical solutions.

• Collaborate with ITSM Process leadership to ensure alignment between process design and platform implementation.

• Design and oversee complex solutions, including integrations, automation workflows, and cross-system orchestration.

• Ensure effective use of ServiceNow capabilities, including workflows, APIs, orchestration, and automation features.

• Drive adoption of automation, AI-driven capabilities, chatbot solutions, and self-service models to improve efficiency and reduce manual work.

• Ensure platform capabilities support enterprise goals related to automation and operational scalability.

• Collaborate with technical architecture teams, product teams for IT platforms, application development teams, and third-party providers to ensure alignment with enterprise architecture and integration standards.

• Support multiple business functions including IT, People & Organization (P&O), Finance (S&F), and Commercial teams, ensuring standardized and scalable solutions across a shared ServiceNow instance.

• Ensure platform stability, performance, and reliability, proactively identifying and addressing risks and technical debt.

• Drive continuous improvement of the platform, including optimization of workflows, configurations, and integrations.

• Provide technical leadership and mentorship, promoting a culture of engineering excellence and accountability.

• Other job duties as assigned.

You Will:

Operating in a highly cross-functional environment, this role partners closely with ITSM Process, Service Desk, Field Support, Infrastructure, Applications, Cybersecurity, PACS & Imaging, and other IT teams, as well as People & Organization (P&O), Finance (S&F), Commercial functions, Mars Global Services, and Strategy & Governance leadership to ensure the platform supports enterprise-wide needs.​

Your Experience Should Include:

• ​​Bachelor’s degree in Information Technology, Computer Science, or a related field; Master’s degree preferred.

• ServiceNow Certified Application Developer (CAD) certification is highly preferred.

• ServiceNow Certified Implementation Specialist (CIS) certification in ITSM or other relevant ServiceNow product areas is highly preferred.

• ITIL 4 Managing Professional (MP), Strategic Leader (SL), or equivalent advanced IT Service Management certification is highly desirable.

• ServiceNow Certified Technical Architect (CTA) certification is considered a significant asset.

• Certifications in cloud platforms (e.g., Microsoft Azure, AWS), enterprise architecture, Agile delivery, or automation technologies are highly desirable.

• Experience in healthcare, veterinary, or similarly complex operational environments preferred.

• Eight+ years of experience in ServiceNow development, engineering, or platform management.

• Five+ years of experience designing and implementing complex ServiceNow solutions in enterprise environments.

• Experience working in highly matrixed organizations with multiple business functions.

• Demonstrated knowledge of ServiceNow development best practices, platform architecture, and application lifecycle management.

• Experience leveraging ServiceNow advanced capabilities, including workflow automation, integrations, virtual agents, AI-powered solutions, and platform extensibility.

• Experience defining ServiceNow platform roadmaps, governance frameworks, technical standards, and architectural principles in large-scale enterprise environments.

• Experience collaborating with ServiceNow Architects, Process Owners, and business stakeholders to prioritize platform enhancements and align technology investments with strategic objectives.

• Experience leading technical teams, vendors, or managed service providers responsible for ServiceNow development, administration, and platform support.

• Experience with cloud technologies, API-based integrations, enterprise systems architecture, and modern automation frameworks is strongly preferred.

• Experience driving platform adoption, continuous improvement initiatives, and operational excellence through effective ITSM and ServiceNow practices is strongly preferred.

• Strong expertise in ServiceNow platform architecture, development, and integration capabilities.

• Strong understanding of IT Service Management (ITIL) processes and their implementation within ServiceNow.

• Strong experience with integrations, APIs, and automation frameworks.

• Strong ability to define and enforce technical standards and governance models.

• Strong analytical and problem-solving skills with the ability to design scalable solutions.

• Strong stakeholder management and communication skills, including the ability to work across multiple teams and business functions.

• Strong collaboration skills with the ability to influence without direct authority.

• Experience working with automation, AI, and chatbot solutions within or integrated with ServiceNow.

• Customer-focused mindset with a commitment to delivering high-quality, scalable platform solutions.

• Experience leading or managing external vendors or engineering teams is strongly preferred.

• Experience working in global or multi-region environments is strongly preferred.

• Experience in healthcare, veterinary, or similarly complex operational environments is a plus.

Salary range: $119,658-186,966

Compensation is determined based on education, experience, and other relevant credentials. Our salary ranges are determined by role, level, location, and market competitiveness.

Does this sound like you? Want to join an organization that values Quality, Efficiency, Responsibility, Mutuality, and Freedom? Apply today to be considered and join us to advance our mission to create A BETTER WORLD FOR PETS.

What We Offer You:

• Competitive salary with paid time off & holidays so you can spend time with the people you love.

• Medical, dental, and vision insurance for you and your loved ones.

• Fertility and family-building assistance.

• Paid Parental leave.

• Practice Paid Basic Life Insurance.

• Practice Paid Short- and Long-Term Disability.

• Automatic enrollment 401(k) Savings Plan after 60 days of employment with generous company match.

• Commuter Benefits.

• Legal Plan.

• Health Savings Account & Flexible Spending Account.

• Mental health support and resources.

• Paid Volunteering.

• Optimum Wellness Plans® for up to three pets.

• Continuing Education allowance & MED hours for eligible positions.

• Student Debt Relief (for full-time DVMs).

• A Variety of discounts including Mars, PetSmart, Royal Canin, fitness, cellular and so much more.

Special Working Considerations:

• Ability to work at a computer for long periods of time.

• Must have mental processes for reasoning, remembering, mathematics and language ability (reading, writing, and speaking the English language) to perform the duties proficiently.

• Ability to carry out instructions furnished in written, oral, or diagram form and to solve problems involving several variables.

• The noise level in the work environment is normally moderate.

• Environment where pets are present.

WE ARE A DRUG-FREE, SMOKE-FREE, EQUAL OPPORTUNITY EMPLOYER.

Mars Veterinary Health (MVH)® strongly supports and values the uniqueness of all individuals and promotes a work environment where diversity is embraced. MVH is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, genetic information, status as a protected veteran, or status as a qualified individual with disability. MVH complies with all applicable federal, state and local laws governing nondiscrimination in employment in every MVH location.