Responsibilities & Skills:
The ITSM Technical Architect is a client facing role that designs service management platform and process configurations for ITSMaaS client onboarding - which meet contractual obligations and portfolio standards.
Role performs client requirements analysis of approved client solutions to deliver designs for the onboarding of clients.
Technical Architect is expected to:
Analyzes agreed solution, contract, SOW
Conducts client data workshops to gather client-specific data, Conducts rapid-prototyping workshops in select subject areas
Creatively applies knowledge of the range of technical capabilities to design specific effective/efficient client configuration.
Coordinate the involvement of other subject matter experts for areas such as ServiceNow/ITSM B2B integrations, Architecture and Engineering
Document definitive designs in sufficient detail for execution by the technical implementations team
Drive and assist the account team to obtain consensus and signoff of specified data and agreement to the design
Through transition, until steady state is achieved, provide support on the accuracy and integrity of the design and data collected. Support is provided to Technical Implementations team, UAT Testers, Training and Operations.
Identify opportunities to streamline the design process by participating in Lessons Learned exercises or reviews
Experience & Skills (in order of priority)
Minimum 5 years of experience working with BMC ITSM service management application suite for multiple enterprises, including specifically Incident Management, Change Management, Service Request Management, Service Level Management, Asset & Configuration and CMDB.
Minimum 5 years of experience ITIL process and/or operational support in the areas of Service Desk, Incident, Problem, Change, Asset & Configuration, Service Level and/or Service Request Management
Good to have: customer/client implementation experience that included multiple core ITIL processes
Strong written and verbal communication skills supporting customer consulting for people/process/technology
Strong process orientation, problem solving and decision making skills.
ITIL v2 & v3 Foundation certification
This description has been designed to indicate the general nature and level of work performed by employees within this position. The actual duties, responsibilities and qualifications may vary based on assignment or group.