ITSM & SIAM Manager — Platform-Agnostic Leader

Accenture; City of Albany (NY); On-site; USD 87,000 - 266,000; Full time

Benefits offered by this job

Medical insurance

401(k)

Paid holidays

Paid time off

Job summary

Accenture, a global professional services company, seeks a Manager to design and engineer SIAM and ITSM in large, multi-supplier environments. You will weave process, data, and tooling across ServiceNow, BMC Helix, Jira Service Management and more, shaping governance and operating models to run in practice.

You will work across incident, change, and knowledge processes while connecting suppliers under a coherent service model. Travel may be required 25%–100% depending on client needs.

Qualifications

• 7+ years in IT service management, service integration, or ITSM platform engineering
• 7+ years designing or implementing SIAM models
• 5+ years configuring ITSM platforms across multiple tooling
• 3+ years ITIL 4 with practical application
• Bachelor's degree or equivalent work experience (minimum 12 years)

Responsibilities

• Design SIAM models with governance structures and inter-provider processes
• Engineer platform-agnostic ITSM solutions across multiple tooling
• Redesign operating models with defined roles and governance forums
• Design ITSM processes across incident, problem, change, request, config, knowledge
• Define data flows, APIs, and reporting for SIAM visibility
• Produce deliverables: architecture docs, blueprints, transition plans
• Support client engagement with technical depth and workshops

Skills

SIAM Design

ITSM Engineering

Process Design

Operating Model

Education

Bachelor's degree or equivalent

Tools

ServiceNow

BMC Helix

Jira Service Management

Freshservice

Job description

Accenture, a global professional services company, seeks a Manager to design and engineer SIAM and ITSM in large, multi-supplier environments. You will weave process, data, and tooling across ServiceNow, BMC Helix, Jira Service Management and more, shaping governance and operating models to run in practice.

You will work across incident, change, and knowledge processes while connecting suppliers under a coherent service model. Travel may be required 25%–100% depending on client needs.