ITSM Tool Architect

Job Description :

Key Responsibilities :

- Lead the architecture, design, and implementation of ITSM solutions aligned with business goals and ITIL best practices.

- Architect integrations using REST APIs and SOAP to connect ITSM tools with other enterprise systems.

- Design and configure ITSM modules including Incident, Problem, Change, and Service Request Management.

- Build and maintain an accurate CMDB (Configuration Management Database) ensuring consistent data integrity and relationships.

- Collaborate with cross-functional teams including operations, infrastructure, and application teams for end to-end solution delivery.

- Ensure scalability, reliability, and security of ITSM solutions across enterprise environments.

- Evaluate and recommend ITSM tools, platforms, and technology stacks as per organizational needs.

- Define and document architectural standards, design patterns, and governance models for ITSM.

- Provide technical leadership and mentoring to junior team members.

Required Skills & Qualifications :

- 7- 10 years of experience in ITSM tool implementation and architecture.

- Deep understanding of ITIL processes and practical experience with ITSM modules.

- Strong experience with REST APIs and SOAP integrations.

- In-depth knowledge of CMDB structure, data modeling, and relationship mapping.

- Proven ability to architect end-to-end ITSM solutions across complex environments.

- Strong analytical, problem-solving, and communication skills.

- Hands-on experience with leading ITSM tools (e.g., ServiceNow, BMC Remedy, Cherwell, etc.) is a plus.

- ITIL Foundation certification preferred.

Preferred Attributes :

- Ability to work independently and lead architecture discussions.

- Experience in enterprise-scale deployments of ITSM tools.

- Familiarity with cloud-native ITSM platforms or tools.

- Understanding of DevOps and its integration with ITSM processes is a plus.