ServiceNow Certified Technical Architect · Calgary, Alberta
I'm Tim Molloy. I've spent over a decade designing and building on the ServiceNow platform — scoped applications, integrations, and the governance that keeps an instance from turning into a liability.
The different angle is what came before it. Thirty years in IT — networks, systems, infrastructure — means I read a platform the way an engineer reads a network: where it will strain, what it will cost you in two years, and which parts you can safely leave alone.
The narrow bar on top is the work. The wide one at the bottom is why the work is good — I've run the infrastructure enterprise platforms sit on, so I know where the strain shows up before it does.
how I help
Most organisations don't need a full-time enterprise architect for ServiceNow. They need one for the decisions that are expensive to reverse — and someone who can then go build the thing.
Deciding how the platform should be shaped before it gets built, and being honest about where the current shape is going to hurt. Data models, scoping, integration patterns, upgrade posture, and the governance that stops an instance drifting back into technical debt.
I still build. Scoped applications, custom workflows, and integrations to whatever is already in your estate. I'm not a business analyst, but I can run the requirements conversation and translate what the business says into something the platform can actually do.
Short advisory engagements where the deliverable is a decision, not a document. Bring me a roadmap, an architecture, or a proposal you're not sure about, and I'll tell you what I'd worry about — in language your executives and your developers can both act on.
selected work
Clients are described by sector rather than name. Happy to talk through any of these in detail.
Technical architect and developer on a SOMT implementation, spanning requirements gathering and business analysis through solution design and delivery. Custom scoped applications extending native CSM and CRM capability to model telecom product catalogs, order decomposition, and fulfillment across client organisations.
Multiple products deployed to production and under active enhancement.
Built and launched an employee-facing Service Portal and Service Catalog, onboarding thousands of staff across hundreds of stores. Separately, architected a configurable eBonding solution that integrates with vendors regardless of their remote ticketing system.
Upwards of 75 services automated; vendor integrations became a configuration exercise rather than a project.
Reviewed and redesigned a heavily customised CSM case management process, moving it onto native functionality and reclaiming fulfiller licences and tables that were no longer earning their place.
Faster case handling for thousands of agents serving millions of consumers, on a materially smaller licence footprint.
Led the lift-and-shift from ServiceNow Express to a current ITSM implementation using up-to-date Incident, Change, Problem and Catalog capability.
Out-of-date process and technical debt cleared, and C-suite visibility into ITIL work and KPIs for the first time.
Migrated a legacy application onto ServiceNow, using CMDB and REST capability to rebuild the messaging system that operators in the same industry use to notify each other of events on the network.
A brittle, bespoke system replaced by something the platform maintains.
experience
rBase Communications Inc.
Independent architecture and delivery work on the ServiceNow platform, currently on a Sales and Order Management for Telecommunications implementation for the Canadian federal government.
NewRocket
Delivered ServiceNow solutions across multiple concurrent client projects, leading small development teams through implementation and post-go-live support. Mentored junior developers, and interviewed developer and architect candidates for both technical depth and cultural fit.
Fishbone Analytics Inc.
Worked alongside architects, analysts and developers on concurrent client implementations. Led the initiative to establish code standards for the development and architecture practice, and contributed across the project lifecycle from pre-sales through handover.
Graham Construction & Engineering Ltd.
One of two developers on the original ServiceNow implementation, then primary administrator and developer across dev, test and production. Gathered requirements directly from the business and built the enhancements that followed.
Service provider and enterprise environments
Daily operations, upgrades and maintenance across 300+ remote sites globally, and the core network underneath them. Rolled out enterprise-wide OSPF to replace static routing, stood up BGP for upstream multihoming, and led the MPLS rollout that retired VPN and private-line infrastructure across every Canadian site. Led the Cisco CallManager and Unity deployment on the corporate network, then took over day-to-day VoIP operations and the SRST rollout to remote sites. Turned up new hub and POP sites, and worked alongside the network engineers on core design and troubleshooting.
Built the tooling the job needed: node and network health monitoring on HP OpenView NNM, SolarWinds Orion, MRTG and SNMP; Perl scripts to standardise and back up Cisco device configuration; and a PHP/MySQL application tracking remote site data — addresses, IP allocations, documents and on-site hardware. Solaris and Linux administration throughout.
ServiceNow Certified Technical Architect (CTA) the platform's senior architecture credential
contact
If you have a platform decision you're circling, an architecture you want a second opinion on, or a build that needs someone who has seen it go wrong before — email is the fastest way to reach me.
Advisory sessions · fixed scope · time and materials · retained