ITSM Solutions Architect - Noblesville, United States - SMC

Description

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

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