Senior ITSM Architect & Solutions Lead

Encore Technologies; Cincinnati (OH); Hybrid; USD 120,000 - 170,000; Full time

Job summary

Encore Technologies seeks a Principal ITSM Engineer to own the architecture of ITSM capabilities across client engagements and internal practice. You will translate business outcomes into scalable ITSM solutions, guide design patterns, and drive adoption from discovery through go-live.

You will lead client workshops, advise on ITSM maturity, and oversee complex integrations, data migrations, and platform governance in a senior, cross-functional role.

Qualifications

• 6+ years in IT service management or enterprise platform engineering.
• Proven ownership of end-to-end ITSM solution delivery (discovery to adoption).
• Hands-on experience with enterprise ITSM platforms (ServiceNow, Ivanti, Cherwell, Jira Service Management).
• Strong ability to translate business needs into architectural designs and roadmaps.
• Excellent written and verbal communication for executive audiences.

Responsibilities

• Own end-to-end ITSM solution architecture across catalog, incident, change, and configuration management.
• Lead client workshops to align expectations and scope for delivery.
• Design, build, and implement ITSM solutions with automation and integrations.
• Plan data migrations, validation, and cutover activities.
• Define testing strategies and go-live readiness activities.
• Drive adoption and measure outcomes against success criteria.

Skills

ITSM architecture

Client-facing workshops

APIs & integrations

Scripting (PowerShell/Python/SQL)

Data migration

Education

ITIL 4 Foundation

TOGAF

Tools

ServiceNow

Ivanti

Cherwell

Jira Service Management

Job description

Encore Technologies seeks a Principal ITSM Engineer to own the architecture of ITSM capabilities across client engagements and internal practice. You will translate business outcomes into scalable ITSM solutions, guide design patterns, and drive adoption from discovery through go-live.

You will lead client workshops, advise on ITSM maturity, and oversee complex integrations, data migrations, and platform governance in a senior, cross-functional role.