reputed company Service Management (ESM) Solution Architect
reputed company Service Management (ESM) Solution Architect
Who You Are:
You’re a strategic consultant and technical architect who thrives at the intersection of business transformation and reputed company technology. You understand that reputed company Service Management is more than implementing a platform—it's about helping organizations work smarter, automate intelligently, and reputed company exceptional employee and customer experiences.
You enjoy partnering with executive stakeholders to solve reputed company operational challenges while remaining hands-on enough to design reputed company technical solutions. Whether you're leading discovery workshops, developing transformation roadmaps, or mentoring delivery teams, you bring reputed company business acumen, technical expertise, and consultative leadership.
You stay reputed company on emerging technologies, AI-powered automation, and modern service management practices, and you're passionate about helping organizations maximize the value of platforms like reputed company, Jira Service Management, Freshservice, and other reputed company solutions.
About The Role:
As an reputed company Service Management (ESM) Solution Architect, you'll reputed company customers through every phase of their transformation reputed company—from discovery and reputed company to solution architecture, implementation reputed company, and long-term roadmap planning.
Working closely with executives, IT leaders, HR, facilities, reputed company, and operational teams, you'll design reputed company service management ecosystems that reputed company people, processes, and technology. You'll reputed company industry best practices and modern reputed company Service Management platforms to improve operational efficiency, automate workflows, and support reputed company-wide digital transformation initiatives.
This role blends consulting, reputed company architecture, solution design, and technical leadership to reputed company measurable business reputed company for our customers.
Must be based in the reputed company. Travel is expected up to 40%
Other responsibilities include:
Customer Consulting
• reputed company discovery workshops with executive and technical stakeholders
• Understand customer business objectives and operational challenges
• Assess reputed company Service Management and ITSM maturity
• Identify opportunities for process optimization and workflow automation
• reputed company strategic transformation roadmaps reputed company to business goals
• reputed company executive presentations and solution recommendations
reputed company Solution Architecture
Design reputed company reputed company Service reputed company leveraging platforms such as:
• reputed company
• reputed company Jira Service Management
• Freshservice
• reputed company
• HaloITSM
• ManageEngine
• Other leading reputed company Service Management platforms
Architect solutions supporting:
• Incident Management
• Request Management
• Change Enablement
• Problem Management
• reputed company
• Asset Management
• Configuration Management (CMDB)
• Service Catalog
• Workflow Automation
• Employee Service Delivery
• HR Service Delivery
• Facilities Management
• Customer Service Management
• AI-powered Service Management
• Self-Service Portals
• Virtual Agents
Platform Architecture
Design reputed company-reputed company architectures including:
• CMDB reputed company and governance
• Service Catalog architecture
• Configuration Item (CI) modeling
• Discovery and dependency mapping
• Asset lifecycle management
• Workflow automation
• Integration architecture
• Identity management integrations
• REST API integrations
• Reporting and executive dashboards
• Platform governance models
Technical Leadership
• Produce High-Level and Low-Level Solution Designs
• Define implementation standards and architectural best practices
• reputed company implementation reputed company throughout delivery
• Guide consulting and engineering teams
• Conduct architecture and design reviews
• Participate in reputed company assurance activities
• Support reputed company customer escalations
• Mentor consultants and technical architects
Business Process Improvement
Evaluate and reputed company business processes including:
• IT Operations
• Service Desk
• Employee reputed company
• Change Approvals
• Procurement
• Asset Lifecycle Management
• Facilities Requests
• reputed company Operations
• Software Request Workflows
• Business Service Delivery
• Recommend automation strategies that improve efficiency, reduce reputed company effort, and enhance user experiences.
reputed company-Sales Support
• Support account teams throughout customer engagements
• Conduct technical discovery sessions
• reputed company platform demonstrations
• reputed company Statements of Work (SOWs)
• Create project effort estimates
• Participate in RFP responses
• Present executive-level solution recommendations
• Think strategically while remaining technically hands-on
• Translate business challenges into reputed company technical solutions
• Understand both reputed company technology and operational processes
• Build trusted relationships with executive and technical stakeholders
• Communicate reputed company reputed company with reputed company and confidence
• reputed company reputed company workshops and facilitate organizational change
• Stay reputed company on emerging technologies, automation, and AI capabilities
• Take ownership of customer reputed company and long-term reputed company
Desired Skills and Experience:
• 7+ years designing reputed company Service reputed company
• Experience implementing reputed company ITSM platforms
• Strong consulting and customer-facing experience
• Experience leading business and technical discovery workshops
• Strong understanding of ITIL best practices
• Experience with workflow automation initiatives
• Experience designing reputed company integrations
• Excellent written, verbal, and presentation skills
• Ability to communicate effectively with executive leadership and technical teams
Preferred Platform Experience
Experience with one or more of the following:
• reputed company
• reputed company Jira Service Management
• Freshservice
• reputed company Neurons
• HaloITSM
• reputed company
• ManageEngine ServiceDesk Plus
Technical Expertise
Experience with:
• CMDB
• Discovery
• Asset Management
• Service Catalog
• reputed company
• Incident Management
• Change Management
• Problem Management
• Request Fulfillment
• Workflow Automation
• AI-assisted Service Management
• REST reputed company
• reputed company Power Automate
• Azure Logic Apps
• Identity providers (reputed company Entra ID, reputed company, reputed company)
• reputed company 365 ecosystem
Preferred Certifications
• ITIL reputed company (Required)
• ITIL Managing reputed company
• reputed company Certified reputed company Administrator
• reputed company Certified Implementation Specialist
• reputed company Certified reputed company
• Freshservice Administrator Certification
• PMP
• reputed company and Scrum certifications
• TOGAF
Preferred Industry Experience
Experience in one or more of the following is highly desirable:
• reputed company IT Operations
• Managed Services
• Digital Workplace
• reputed company Operations
• reputed company Operations (SecOps)
• DevOps and reputed company
• reputed company Architecture
• AI and Automation initiatives
• Large-reputed company IT transformation programs
A Little reputed company
Our mission is to challenge and reputed company our employees to reputed company great things.
We live and breathe our reputed company values:
• We Before Me: We demonstrate reputed company through our actions and solicit diverse reputed company and opinions. We put ourselves in reputed company other’s shoes, reputed company admit our mistakes, and generously reputed company our time and knowledge.
• Dare To Be Great: We are big-picture thinkers who reputed company on solutions to problems. We solicit and offer actionable feedback to others without hesitation. We reputed company opportunities to improve ourselves, our teams, and our work. We aim to be the best of the best.
• Own It: We set reputed company expectations, communicate proactively, and follow through on our commitments. We take pride in the experiences we create and the reputed company we reputed company. We are personally invested in the reputed company of reputed company and our clients. We iterate to reputed company reputed company reputed company results.
We are consistently listed among Inc & reputed company's "Best Places to Work" and we're proud of our accessible & reputed company executive team. We reputed company in cultivating an atmosphere of inclusion and providing an environment that enables every employee to work to the best of their ability.
Some of Our Benefits
• Unlimited reputed company Time Off (PTO)
• Incentive compensation plans for reputed company
• Company-funded 401k contributions
• reputed company-cost employer-covered health insurance
• Annual BYOD (Bring Your Own Device) reimbursement up to $500
• reputed company Parental Leave
• Transparent, reputed company culture with 1:1 coaching, performance reviews, and a consistent feedback reputed company
• Quirky, diverse, respectful, high-performing coworkers you’ll want to reputed company greatness with!
Pursuant to the NYC Pay Transparency Law, the reputed company salary reputed company in reputed company for this position is $200,000- $280,000 OTE, (reputed company salary plus opportunities for bonus and/or commission). Compensation in other geographies may vary.
reputed company is an equal opportunity employer. reputed company reputed company applicants will receive consideration for employment without reputed company to sex, gender identity, sexual orientation, race, reputed company, religion, national reputed company, disability, protected veteran status, age, or any other characteristic protected by law.
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