
ITSM Tool Architect
3 weeks ago
Job Description :
Key Responsibilities :
- Lead the architecture, design, and implementation of ITSM solutions aligned with business goals and ITIL best practices.
- Architect integrations using REST APIs and SOAP to connect ITSM tools with other enterprise systems.
- Design and configure ITSM modules including Incident, Problem, Change, and Service Request Management.
- Build and maintain an accurate CMDB (Configuration Management Database) ensuring consistent data integrity and relationships.
- Collaborate with cross-functional teams including operations, infrastructure, and application teams for end to-end solution delivery.
- Ensure scalability, reliability, and security of ITSM solutions across enterprise environments.
- Evaluate and recommend ITSM tools, platforms, and technology stacks as per organizational needs.
- Define and document architectural standards, design patterns, and governance models for ITSM.
- Provide technical leadership and mentoring to junior team members.
Required Skills & Qualifications :
- 7- 10 years of experience in ITSM tool implementation and architecture.
- Deep understanding of ITIL processes and practical experience with ITSM modules.
- Strong experience with REST APIs and SOAP integrations.
- In-depth knowledge of CMDB structure, data modeling, and relationship mapping.
- Proven ability to architect end-to-end ITSM solutions across complex environments.
- Strong analytical, problem-solving, and communication skills.
- Hands-on experience with leading ITSM tools (e.g., ServiceNow, BMC Remedy, Cherwell, etc.) is a plus.
- ITIL Foundation certification preferred.
Preferred Attributes :
- Ability to work independently and lead architecture discussions.
- Experience in enterprise-scale deployments of ITSM tools.
- Familiarity with cloud-native ITSM platforms or tools.
- Understanding of DevOps and its integration with ITSM processes is a plus.
(ref:hirist.tech)-
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