IT Service Management Architect

We are seeking an experienced IT service management architect to design and implement IT service management tools that meet business requirements. In this position, you will be responsible for leading the development of ITSM solutions using industry-leading platforms.

• Lead ITSM Solution Development: Develop skills in ITSM tool configuration and customization, particularly in Fresh Service Now SNAP Development, rest API experience, incident support, team UATesting, participating in discussions with Engineers and designing Functional Design Documents such as Tech SOW document Management Announcement Solution Articles for SNAP product and processes Communications Resolving product process issues help identify solutions to problems handle all onboarding Offboarding issues resolution Provide feedback from fields on process improvements User Account managements resolutions Help Champion Fresh Service Process management Set up Calls for Demo Approvals and Go live etc Calls for the Engineer helping the Team Track FreshService Tickets for Weekly updates and a POC for all HR Development support
• Business System Engineer Analyst: Collaborate effectively with other ITSM administrators to develop solutions and handle general updates and configurations changes and or requests Collaborate with System Administration and key stakeholder teams to analyze and understand requirements and then transforming the requirements into a valid solution Work closely with business and IT teams to gather input to support ongoing business needs for configuration implementation and support Participating in discussions with Business Analysts and designing the FDD Functional Design Documents
• Highlevel Engineer: Assist in the configuration development support of the ITSM platform through out of the box Fresh Service solutions and customization based on the business requirements Work with team to implement and deliver applications in a fastpaced agile project environment Participate in designing meeting and consulting with business clients to refine test and debug programs to meet business needs Specifically the Engineer will be responsible for the following described job duties Customizing ITSM applications and facilitating rollout of new applications and modules and configuring Application UI and Configure Workflow Interacting with clients and participating in client and Business discussions for requirements gathering and planning Performing onsite design and Functional review before delivering the modules Participating in discussions with Business Analysts and designing the FDD Functional Design Documents Configuring and customizing the system to support business process and functionality Collaborating effectively with other ITSM administrators to develop solutions and handle general updates and configurations changes and or requests Identifying system deficiencies and recommending solutions ensuring appropriate tools and processes are in place to have a development production environment that is reliable and reproducible Ensuring tool configuration consistency across development stage testing sandbox and production environments Participating in ongoing production support and end user support Collaborating with System Administration and key stakeholder teams to analyze and understand requirements and then transforming the requirements into a valid solution Working closely with business and IT teams to gather input to support ongoing business needs for configuration implementation and support Designing and building applications and providing integration to other applications and platforms including architecture languages best practices and methodologies in an agile scrum environment Providing strong development ensuring project is on track and collaborate

• Mandatory Skills: Cherwell ITSM, DATA Dog, Flexara One, ScienceLogic, ServiceNow FSM, ServiceNow ITAM-HAM, ServiceNow ITOM-ServiceMapping, SolarWinds Server and Application Monitor, Splunk, Vmware-vrealize-automation - Administration
• Good to Have Skills: AppDynamics, Dynatrace, Microsoft SCOM, OpsRamp, PowerBI

This role requires 7-10 years of experience and any degree graduation. The ideal candidate will have experience with ITSM tools, specifically Fresh Service Now, and excellent communication and collaboration skills.