ITSM Business Architect

Jobtailor; Winnipeg; On-site; CAD 120,000 - 170,000; Full time

Job summary

Jobtailor is seeking an experienced ITSM Architect to design, implement, and improve ITSM processes across Incident, Change, Problem, Knowledge, CMDB, and IT Asset Management. You will translate business requirements into ServiceNow-aligned solutions and drive governance and continuous improvement.

Lead workshops with stakeholders, partner with technical teams, and deliver end-to-end recommendations, including governance models and execution plans, to advance service-management maturity.

Qualifications

• 10+ years in ITSM or related discipline.
• 5+ years designing and implementing ITSM processes.
• Experience with Change, Problem, Incident, CMDB, and Asset Management.
• ITIL Foundation or higher certification.
• Experience facilitating workshops and governance meetings.
• Experience independently driving initiatives from assessment through implementation.
• Experience supporting ITSM transformation and service maturity initiatives.
• Experience developing operational processes, governance models, and business procedures.

Responsibilities

• Design, implement, and improve ITSM processes across lifecycle (Incident, Change, Problem, Knowledge, CMDB, ITAM, and Service Catalog).
• Translate business requirements into ServiceNow-aligned solutions and governance.
• Facilitate CAB, Change Reviews, Problem Reviews, and stakeholder sessions.
• Develop end-to-end recommendations including governance, risks, impacts, and execution plans.
• Create documentation, standards, and work instructions for governance models.
• Partner with stakeholders and leadership to drive decisions and outcomes.
• Support ITSM governance, service management maturity, and asset management practices.
• Support process adoption and continuous improvement initiatives.

Skills

ITSM

Business Architecture

Governance

Stakeholder Facilitation

ServiceNow

Education

ITIL Foundation or higher

Tools

ServiceNow Platform

Job description

• Design, implement, and improve ITSM processes including Incident, Change, Problem, Knowledge, Request, CMDB, IT Asset Management (ITAM), and Service Catalog Management.


• Facilitate CAB, Change Reviews, Problem Reviews, Knowledge Reviews, workshops, and stakeholder sessions.


• Develop end-to-end recommendations including governance, risks, impacts, implementation approach, and execution plans.


• Create practical process documentation, procedures, standards, work instructions, and governance models.


• Translate business requirements into ServiceNow-aligned processes and solutions.


• Partner with stakeholders, technical teams, and leadership to drive decisions and outcomes.


• Support ITSM governance, service management maturity, CMDB governance, and Asset Management practices.


• Support process adoption, organizational change, and continuous improvement initiatives.

Requirements

• 10+ years of experience in ITSM, Business Architecture, Operational Excellence, Process Improvement, or related discipline(s).


• 5+ years of experience designing and implementing ITSM processes.


• Demonstrated experience with Change, Problem, Knowledge, Incident, Major Incident, CMDB, and Asset Management practices.


• ITIL Foundation certification or higher.


• Experience facilitating workshops, governance meetings, and stakeholder discussions.


• Experience independently driving initiatives from assessment through implementation.


• Experience supporting ITSM transformation and service management maturity initiatives.


• Experience developing operational processes, governance models, and business procedures.


• Experience with ServiceNow, or similar ITSM platforms.

Core Competencies

Demonstrates extensive expertise in IT Service Management (ITSM) processes, including Incident, Change, Problem, and Asset Management, with a strong focus on governance and continuous improvement. Proven ability to translate business requirements into effective ServiceNow-aligned solutions while facilitating stakeholder engagement and driving operational excellence.