ITSM Solutions Architect , ZenDesk :W2 Role

HARAMAIN SYSTEMS INC.; Kissimmee (FL); On-site; USD 100,000 - 130,000; Full time

Job summary

A leading IT services company is seeking an ITSM Architect for a long-term contract role. Responsibilities include designing and enhancing ZenDesk solutions at an enterprise level, managing a Configuration Management Database (CMDB), and leading enterprise implementations. The ideal candidate will have extensive ZenDesk implementation experience, familiarity with ITSM frameworks, and strong communication skills. This position is located in Bloomington, MN, or Kissimmee, FL.

Qualifications

• Must have enterprise-level ZenDesk implementation experience.
• Strong background in ITSM frameworks is preferred.
• Hands-on CMDB design and integration experience required.

Responsibilities

• Lead the design and enhancement of ZenDesk at an enterprise scale.
• Incorporate and manage a CMDB within ZenDesk.
• Serve as the SME for ZenDesk enterprise implementations.

Skills

Enterprise-level ZenDesk implementation experience

ITSM frameworks (ITIL v3/v4)

Hands-on experience with CMDB design and integration

Familiarity with Device42 or comparable tools

Excellent communication and documentation skills

Job description

Role

ITSM Architect, ZenDesk Enterprise W2 Role

Location

Bloomington, MN, Kissimmee, FL

Contract

Long‑term contract

Key Responsibilities

• Architect & Implement ITSM Solutions: Lead the design, buildout, and enhancement of ZenDesk at an enterprise scale.
• Define ITSM workflows, automation, and service catalogs aligned with organizational needs.
• CMDB Integration: Incorporate and manage a Configuration Management Database (CMDB) within ZenDesk; ensure accurate asset and configuration tracking across IT infrastructure; integrate ZenDesk with Device42 or a similar asset management/discovery tool; streamline processes for incident, problem, change, and asset management.
• Enterprise SME Leadership: Serve as the Subject Matter Expert (SME) for ZenDesk enterprise implementations; provide guidance on best practices, scalability, and long‑term sustainability.
• End‑to‑End Ownership: Operate independently to deliver architecture, configuration, testing, and deployment; partner with stakeholders to gather requirements and translate them into technical solutions.

Required Qualifications

• Enterprise‑level ZenDesk implementation experience (must‑have).
• Strong background in ITSM frameworks (ITIL v3/v4 preferred).
• Hands‑on experience with CMDB design and integration.
• Familiarity with Device42 or comparable tools for asset discovery and management.
• Ability to work autonomously, driving projects from concept to completion.
• Excellent communication and documentation skills for technical and non‑technical audiences.