ITSM/ITIL Architect

Responsibilities:

• Design the target operating model, including the overarching ITSM framework, ticket routing logic, and incident management workflows for the consolidated enterprise.
• Build the CAB quality gate to enforce strict ITIL intake requirements and mandatory global regulatory holds (e.g., e911, UK IPA) before any site moves to execution.
• Map raw observability alerts into the target ITSM platform (e.g., ServiceNow, Jira Service Management) to build the operational logic pipeline.

Qualifications:

• 10+ years of experience in IT Service Management, ITIL architecture, or NOC process design, particularly within enterprise M&A integrations.
• Expert-level knowledge of enterprise ITSM platforms, specifically ServiceNow or Jira Service Management.
• Deep understanding of alert correlation, monitoring pipelines (LogicMonitor, SolarWinds, Datadog), and event management frameworks.

Additional Information:

• Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, and a relocation program.
• Work From Anywhere Culture: make the most of the flexibility that comes with remote work.
• Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.