Solution Architect

• Participate in all elements of the Portfolio Lifecycle Management process,
• Plan, design, and implement technology solutions to help optimize and modernize field support services,
• Evaluate business requirements to come up with the technical solution to solve business problems,
• Design and maintain the technology architecture for Field Services,
• Define integration strategies between field service support systems such as ITSM, CRM, ticketing systems, workforce management, and analytics platforms,
• Ensure solutions align with enterprise architecture standards, security policies, and compliance requirements,
• Develop high level design, low level design, data flow diagrams, support models, user manuals, API documentation, guides, KBs, product manuals, etc.,
• Evaluate emerging technologies (e.g., augmented reality, agentic AI) for applicability to field service support use cases,
• Develop proof-of-concepts (PoCs) and prototypes to validate architectural decisions and demonstrate feasibility,
• Define and oversee solution testing strategies, including functional, performance, and failover testing,
• Coordinate and oversee pilot deployments to validate solutions meet their goals,
• Work closely with developers, infrastructure teams, and delivery operations to ensure successful solution hand off into production,
• Work with technical teams to put together technical reference architectures and demos,
• Collaborate with vendors and internal stakeholders to assess and select appropriate platforms and tools,
• Identify potential security risks in the solutions proposed and develop road-map to mitigate them,
• Consider how field service evolution aligns with the overall DWS strategy and partner ecosystem,
• Contribute to strategic solution business planning, service excellence improvement, and innovation, whilst ensuring governance maturity,
• Assist in the research, ideation, and creation of vision, strategy, and roadmap for the offering, collecting input from external analysts, delivery partners, sales, and existing Unisys clients,
• Analyze feasibility to augment existing field services by leveraging automation and AI in order to improve efficiency,
• Assist with managing solution and roadmap plan schedules to meet launch commitments,
• Work with delivery to determine licensing, transition, and labor costs for the purposes of developing a repeatable cost model and associated statement of work,
• May present field service technical capabilities and architecture to key clients.
• Develop and implement customized IT solutions for clients, including hardware and software tools, network architecture and cyber-security measures (encryptions, Security audits, certificates, etc.)
• Establish control to ensure Field Service best practices are implemented across all accounts in an attempt to optimize the operations and reduce cost overheads

• University degree and/or 5-10 years of related experience with the delivery of IT support services and solution management.
• At least 5 years' experience in Field Services solutioning, operations, delivery and support.
• Understands and knows how to implement ITIL processes such as Asset Management and Service-level management.
• Deep understanding of ServiceNow, Salesforce, Hardware Asset Management systems, IT self service technologies, ticketing systems, databases, etc.
• Well versed in the practical delivery of Incident Management, Problem Management, Service Management, Asset Management, Major Incident Management, Knowledge Management, and Request Management.
• Familiar with 'touchless' support platforms such as smart lockers, vending machines, kiosks, etc.,
• A solid understanding of networks, servers, and other infrastructure components is necessary for designing robust and reliable systems.
• Familiar with the development and usage of SLAs, KPIs, and XLAs.
• Knowledge of security principles and how to implement them into solutions.
• Ability to think "outside the box"
• Takes the initiative in connecting and collaborating with individuals across the globe and in various time zones.
• Highly motivated, working effectively remotely without constant oversight.
• Initiative-taking, consultative and an excellent problem solver.
• Able to explain complex topics simply.
• Open-minded, hands-on mentality, curious, hands-on, and pragmatic character.
• Able to evaluate tradeoffs between build vs. buy options, taking into consideration multiple use case scenarios while planning innovations and considering the future.
• Understanding of deal financials with a basic understanding of accounting principles
• Ability to gain buy-in and cooperation from a wide range of stakeholders without direct authority.
• Comfortable working in innovative technology and in a fast-paced environment.
• Willing to be client facing with strong executive level communication skills.

Unisys