ITSM Solutions Architect

PURPOSE

The SMC Global ITSM Solutions Architect will serve as the senior platform lead responsible for designing, implementing, and managing the IT Service Management (ITSM) platform for SMC’s global operations. This individual with multiple IT teams across the globe to understand their requirements, determine current processes, and develop effective solutions within the ITSM platform.

ESSENTIAL DUTIES

Collaborate with global, regional, and local stakeholders and teams to understand business needs and translate them into effective ITSM solutions. Be a trusted advisor and provide guidance on best practices in Service Management including: Incident Management, Problem Management, Change Management, Service Catalog, CMDB, and Knowledge Management Translates requirements into functional specifications and/or stories for ITSM/ServiceNow developers backlog or other technical team activities. Create and maintain documentation of configurations, processes, and procedures within the ITSM instance. Analyzes existing systems, identifies areas for improvement, and drives the design and implementation of innovative solutions leveraging and integrating toolsets. Monitors system performance, generates reports, and provides insights to stakeholders for continuous improvement. Proposes and implements process enhancements to optimize service delivery and enhance customer satisfaction. Other duties as assigned.

PHYSICAL DEMANDS / WORK ENVIRONMENT

Off-hour meetings and work to accommodate global time zones Carry mobile phone during work and off-hours Collaborative team environment in a shared workspace {Any description about remote work} General office, computer room, warehouse, and factory areas Infrequent off-hours work and local/international travel as required Able to sit for extended periods of time Minimum lifting requirements of 15 pounds

MINIMUM REQUIREMENTS

10+ years of experience in managing or driving transformation in Enterprise IT operations and delivery support Excellent problem-solving and analytical skills with a strong attention to detail Knowledge of various enterprise applications such as ERP, office platforms, etc. Experience with overseeing implementations with various enterprise level applications Experience in risk assessment, control design, and reporting ITIL, Change Management, Problem Management Certifications would be preferred ServiceNow experience a plus Ability to effectively communicate with all associates Ability to travel abroad

Other details

Job Family Information Technology Pay Type Salary Required Education Equivalent Experience

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