Staff, Solution Architect Itsm

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From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive.

Your New Role**:
The **Staff, Solution Architect ITSM** will play a vital role in shaping the strategic vision and technical roadmap for IT Service Management (ITSM) products on the **Enterprise Service Management (ESM) Platform (ServiceNow)**. This role will be based in **Hyderabad** and report directly to the **Senior Manager, Platform Architect**. As part of a team of Solution Architects, this individual will drive technical excellence, ensuring ITSM product capabilities—including **Incident, Problem, Request, Change, and Release Management**—are effectively designed, implemented, and optimized.

This position requires **strong**expertise** in ServiceNow, scripting, workflows, and automation**, with a deep understanding of ITSM processes. The Staff Solution Architect ITSM will ensure that ITSM product strategy aligns with broader enterprise goals, delivering scalable and efficient solutions that enhance service delivery and operational effectiveness.

Your Role Accountabilities:
**Product Vision & Strategy**
- Define, refine, and execute ITSM product vision and roadmaps for the ESM platform, focusing on scalability and operational efficiency.
- Collaborate closely with the **Senior Manager, Platform**Architect** and other Solution Architects to ensure strategic alignment across ITSM initiatives.
- Evaluate emerging ServiceNow features and industry trends to incorporate innovation into ITSM solutions.
- Advocate for best practices in ITSM architecture, promoting alignment with **ITIL and DevOps methodologies**.

**Solution Architecture & Implementation**
- Design robust ITSM architectures leveraging **ServiceNow workflows, automation, and scripting** to streamline service management processes.
- Oversee the development and deployment of ITSM features on ServiceNow, ensuring functionality meets business and IT objectives.
- Provide technical guidance and architectural governance across ITSM-related implementations.
- Ensure seamless integration of ITSM with other enterprise systems to enhance efficiency and collaboration.

**Stakeholder Collaboration**
- Work closely with **cross**-functional teams**(Product Management, Business Analysts, Developers) to understand operational needs and translate them into ITSM solutions.
- Facilitate discussions with platform architects, developers, and administrators to ensure successful delivery of ITSM enhancements.
- Communicate architectural decisions and technical roadmaps to stakeholders, ensuring transparency and alignment.

**Operational Excellence & Continuous Improvement**
- Drive automation initiatives to reduce manual effort, improve system performance, and enhance user experience.
- Monitor ITSM platform health, identifying areas for optimization and continuous enhancement.
- Ensure compliance with **ITIL best practices, security standards, and governance frameworks**.
- Collaborate on knowledge-sharing initiatives within the architect team to foster innovation and continuous learning.

Qualifications & Experiences:

- **
8**+ years of experience** in IT Service Management (ITSM), IT architecture, or related fields.
- ** 5+ years of hands-on experience** in ServiceNow ITSM solutions, including **Incident, Problem, Change, and Request Management**.
- ** Strong**expertise** in ServiceNow **scripting, automation, workflow design, and integration**.
- Knowledge of **ITIL frameworks**, **DevOps methodologies**, and **cloud-based ITSM solutions**.
- Proven ability to **design scalable, enterprise-grade ITSM architectures** that align with business needs.
- Experience working with global teams in a complex enterprise environment.
- Bachelor’s degree in **Computer Science**, Information Technology, or related field** (Master’s preferred).

Not Required but Preferred Experience:

- **
ServiceNow Certified System Administrator (CSA)**.
- ** ServiceNow Certified Implementation Specialist ITSM (CIS-ITSM)**.
- ITIL **Intermediate or Expert level certifications**.
- Experience integrating ServiceNow with **CMDB, DevOps tools, and automation frameworks**.

**How We Get Things Done**

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