Job Title: ITSM Service Architect
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Overview:
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The IT Service Management (ITSM) Service Architect plays a key role in designing and implementing continual improvement of IT service management capabilities to optimize service delivery efficiency and effectiveness.
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Responsibilities:
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Lead the design and implementation of ITSM improvements, recommend governance recommendations and maturity assessments. Act as a subject matter expert and coach on good service management practices, providing training and guidance. Serve as custodian for the service management system, managing communication with stakeholders to uncover pain points, drive improvements and manage governance.
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Requirements:
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* Senior-level ITSM experience in development and improvement of service management processes
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* Experience with enterprise service, process or functional capability development, including maturity assessments, roadmaps, and governance
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* Strong analysis and problem-solving skills with a solid understanding of service architecture and managed solutions design
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* Ability to effectively communicate and manage stakeholders
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* Good understanding of Service Now or other Service Management systems
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* Ability to review and produce clear and concise service management documents
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* Coaching and training experience for Service Management professionals
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* Strong business analysis and stakeholder engagement skills
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Desirable Qualifications:
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ITIL Service Management Certification