Senior IT Service Management (ITSM) Tooling Architect The role requires a proactive approach to traditional and emerging ITSM technologies, with a focus on creating practical, cost-effective, and high-quality designs. As part of an Agile team reporting to the Solution Owner, the architect will develop design documentation across a wide variety of ITSM tooling solutions, ranging from simple to highly complex. The role demands a dedication to secure, resilient, and scalable IT system design, providing customers with confidence in the solutions delivered. Key Responsibilities Lead the design, configuration, installation, and customization of ITSM/ITIL/Service Desk tooling solutions. Produce design documentation and plans for ITSM solutions across cloud, on-premises, and hybrid environments. Work collaboratively with internal teams to identify, design, and implement efficient ITSM processes. Ensure designs adhere to high standards of security, resilience, and practicality. Translate customer and business requirements into credible, actionable technical solutions. Keep up to date with emerging ITSM technologies to recommend improvements and best practices. Experience and Skills Required Extensive experience with ITSM/ITIL/Service Desk tooling, ideally including one or more of:ServiceNow, BMC Remedy / Helix, CA Service Desk Manager, Cherwell, Freshworks, ManageEngine. Strong understanding of ITSM/ITOM/ITIL/eTOM processes, ideally supported by relevant certifications (e.g., ITIL v4). Proven experience in designing and implementing large-scale, highly secure, resilient ITSM solutions. General IT infrastructure knowledge, including: Windows Server Active Directory and Group Policies SQL and SQL Server clustering PKI infrastructure and certificate management Familiarity with scripting, data manipulation, and application development, including: SQL scripting, PowerShell, JavaScript, C# REST Web Services Power BI / SQL Server Reporting Note: Candidates with transferable skills in ITSM tooling design are encouraged to apply, even if they do not meet every requirement. Recruitment Process The selection process consists of two stages of interviews. Reasonable Adjustments: Respect and equality are core values to us. We are proud of the diverse and inclusive community we have built, and we welcome applications from people of all backgrounds and perspectives. Our success is driven by our people, united by the spirit of partnership to deliver the best resourcing solutions for our clients. If you need any help or adjustments during the recruitment process for any reason, please let us know when you apply or talk to the recruiters directly so we can support you.
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