Itsm Solution Architect

You were made to do this work: designing new technologies, diving into data, optimizing digital experiences, and constantly developing better, faster ways to get results. You want to be part of a performance culture dedicated to building technology for a purpose that matters. You want to work in an environment that promotes sustainability, inclusion, wellbeing, and career development. In this role, you’ll help us deliver better care for billions of people around the world. It starts with YOU.

In this role, you will:

- Architecture & Strategy: Define and maintain the enterprise ITSM platform architecture (ServiceNow, BMC Remedy, or equivalent). Develop solution blueprints, integration patterns, and data models to ensure scalability and reliability. Build and maintain a multi-year platform roadmap, aligned with digital transformation goals. Establish governance, design standards, and reusable frameworks for ITSM implementation. Run Process Council Meetings to update stakeholders on the ITSM roadmap.
- Platform Implementation & Technical Expertise: Act as Product Owner and Technical Expert for workflows, Service Request Management, Dynamic Workflows, Customer Workflows, and Service Portal. Configure the ITSM platform to meet business and process requirements. Implement workflows, dynamic workflows, integrations, web services (REST/SOAP), transform maps, and file-based transfers. Provide multiple configuration options with pros/cons to support design decisions. Develop UI/UX designs, wireframes, and user journeys for new projects. Troubleshoot platform configuration issues and ensure smooth deployments across environments. Perform unit/regression testing and collaborate with UAT teams.
- K-C Internal Only Process Enablement: Translate ITIL processes (Incident, Problem, Change, CMDB, Knowledge, Service Catalog, etc.) into automated ITSM workflows. Architect CMDB governance, discovery, and integration models. Design automation workflows, self-service portals, dashboards, and AI/ML-driven service enhancements.
- Integration & Governance: Architect and configure integrations with monitoring tools (e.g., Dynatrace), AIOps, ERP, CRM, Cloud, and other enterprise systems. Ensure compliance with enterprise architecture and security standards. Review solution designs for adherence to architecture standards.
- Stakeholder Engagement: Partner with senior leadership, IT operations, and business units to capture needs and propose scalable ITSM solutions. Provide thought leadership and guidance on ITSM modernization. Act as main focal point for tool-related queries within the program team. Documentation & Knowledge Management Create and maintain Technical Solution Documents (TSD), Functional Specification Documents (FSD), release notes, and training guides. Act as backup for colleagues when needed, supporting other ITSM modules.

**About Us**

Huggies®. Kleenex®. Cottonelle®. Scott®. Kotex®. Poise®. Depend®. Kimberly-Clark Professional®. You already know our legendary brands—and so does the rest of the world. In fact, millions of people use Kimberly-Clark products every day. We know these amazing Kimberly-Clark products wouldn’t exist without talented professionals, like you.

At Kimberly-Clark, you’ll be part of the best team committed to driving innovation, growth and impact. We’re founded on more than 150 years of market leadership, and we’re always looking for new and better ways to perform - so there’s your open door of opportunity. It’s all here for you at Kimberly-Clark.

**Led by Purpose. Driven by You.**

**About You**

You perform at the highest level possible, and you appreciate a performance culture fueled by authentic caring. You want to be part of a company actively dedicated to sustainability, inclusion, wellbeing, and career development.
You love what you do, especially when the work you do makes a difference. At Kimberly-Clark, we’re constantly exploring new ideas on how, when, and where we can best achieve results. When you join our team, you’ll experience Flex That Works: flexible (hybrid) work arrangements that empower you to have purposeful time in the office and partner with your leader to make flexibility work for both you and the business.

In one of our technical roles, you’ll focus on winning with consumers and the market, while putting safety, mutual respect, and human dignity at the center. To succeed in this role, you will need the following qualifications:

- Education: Bachelor’s degree in software engineering, Information Systems, or equivalent (Master’s preferred)
- Experience: 10 years in ITSM platform experience with minimum of 3 platforms (Eg - ServiceNow, BMC Remedy, Symphony AI Summit, Zoho Managed Engine, Jira Service Management, FreshWorks, etc.) Minimum 5 years in ITSM platform implementation and administration within large, complex environments. Hands-on experience handling tickets, integrations, workflows, and configurations.
- Technical Skills: Strong knowledge of UI Policies, UI