ITSM Architect (ID#5022)

freelance.ca; Burnaby; On-site; CAD 100,000 - 140,000; Full time

Job summary

A national IT consulting company is seeking an ITSM Architect consultant to design and optimize service management processes using ITIL v4 frameworks. The ideal candidate will have extensive experience in ITSM, especially with tools like Jira Service Management and FreshService. This contract opportunity requires strong skills in solution delivery, process documentation, and stakeholder collaboration to ensure superior service improvement.

Qualifications

• 10+ years of experience in ITSM with 5+ as an architect.
• Proven experience implementing Jira Service Management and Freshservice.
• Strong understanding of ITIL v4.

Responsibilities

• Architect and document scalable ITSM solutions using ITIL v4 principles.
• Lead the design and implementation of workflows and automations.
• Provide technical support for the Jira Platform.

Skills

ITIL v4 principles

Process modeling

Stakeholder communication

Solution delivery

Automation

Integrations

Reporting

Education

ITIL v4 certification

Tools

Jira Service Management

FreshService

Job description

The company, a national IT consulting company, is seeking an ITSM Architect consultant with deep expertise in ITIL v4 frameworks using tools such as Jira Service Management and FreshService to help design, implement, and optimize service management processes.The ideal candidate will architect solutions that align with ITIL best practices while leveraging modern platforms to deliver measurable service improvements. This is a contract opportunity. Responsibilities :

• Architect and document scalable IT Service Management (ITSM) solutions using ITIL v4 principles.
• Lead the design and implementation of workflows, automation, and integrations in Jira Service Management and FreshService.
• Evaluate current service desk operations and recommend optimizations to align with industry best practices.
• Configure SLA, incident, change, and problem management modules across ITSM platforms.
• Create process documentation, knowledge base structures, and standard operating procedures.
• Collaborate with stakeholders to define service catalogs, request fulfillment workflows, and service reporting.
• Ensure ongoing governance and maturity of ITSM processes, tools, and metrics.
• Provide hands-on configuration, testing, and training as needed.
• Strong ability to communicate technical ideas and defend rationale for technical decisions.
• Collaborate with developers, DevOps, and user experience to manage the overall Jira Platform and FreshService platform.
• Provide technical support and troubleshooting for the Jira Platform and application.
• Develop and enhance Jira workflows, permission schemes, notification schemes, customized pages for company-wide use.

Qualifications :

• 10+ years of experience in ITSM with 5+ years of experience as an ITSM architect.
• Proven experience implementing and customizing Jira Service Management and Freshservice.
• Strong understanding and certification in ITIL v4 (Foundation minimum; higher levels preferred).
• Experience leading or contributing to the design of service catalogs, CMDBs, workflows, and SLAs.
• Excellent skills in process modeling, stakeholder communication, and solution delivery.
• Familiarity with automation, integrations, and reporting in Jira / Freshservice environments.
• Experience with multi-vendor or hybrid IT environments is an asset.
• Experience with scripting, APIs, or middleware for system integration.
• Exposure to other ITSM platforms (e.g., ServiceNow, BMC) as comparative reference.
• Knowledge of Agile or DevOps frameworks.

We thank all candidates in advance for their application. Only those candidates that are shortlisted will be contacted.