ITSM Solution Architect Lead

Job Summary

Leading the design and implementation of scalable service management solutions, the full-time ITSM Solution Architect Lead will own end-to-end ITSM architecture, optimize service management processes aligned with ITIL, and support organizations in adopting ITSM capabilities, all while working remotely.

Key responsibilities

• Define and design end-to-end ITSM solutions and develop service processes such as Incident Management and Change Management
• Lead the implementation of ITSM solutions across various tools and platforms, ensuring quality and performance
• Act as a trusted advisor to clients, leading workshops and architecture discussions to support ITSM adoption and transformation

Required qualifications

• 6-10+ years of experience in enterprise platforms, service operations, or solution architecture
• Strong interest in IT Service Management (ITSM) and familiarity with ITIL concepts
• Experience with ITSM platforms such as ServiceNow or CRM/support platforms like Salesforce Service Cloud
• Ability to design scalable processes, workflows, and data models, with an understanding of integrations and security concepts
• Strong communication skills and experience leading workshops and process design discussions