SIAM & ITSM Architect — Multi-Vendor Service Leader

Accenture; Charlotte (NC); Hybrid; USD 100,000 - 210,000; Full time

Job summary

Accenture is seeking an experienced Manager for Modern IT Service Management to design SIAM and platform-agnostic ITSM solutions for large, multi-vendor environments. You will craft operating models, governance structures, and detailed process designs across incident, change, and knowledge management.

The role involves shaping SIAM strategy, guiding tool configurations (ServiceNow, BMC Helix, JSM), and working with client teams to land a transformed service model in run-time.

Qualifications

• 7+ years in IT service management or ITSM platform engineering.
• 7+ years designing or implementing SIAM models.
• 5+ years configuring ITSM tooling on two major platforms.
• 3+ years of ITIL 4 with practical application.
• Bachelor's degree or equivalent work experience (12+ years).

Responsibilities

• Design SIAM models and architecture documents for multi-vendor environments.
• Engineer platform-agnostic ITSM solutions across multiple tools.
• Redesign operating models with defined roles and governance.
• Design ITSM processes across incident, change, config, and knowledge management.
• Define data flows, APIs, and reporting for SIAM visibility.
• Produce deliverables and transition plans for delivery teams.
• Support proposals, run workshops, and engage stakeholders.

Skills

SIAM Design

ITSM Engineering

Process Design

Operating Model

Education

Bachelor's Degree

Tools

ServiceNow

BMC Helix

Jira Service Management

Job description

Accenture is seeking an experienced Manager for Modern IT Service Management to design SIAM and platform-agnostic ITSM solutions for large, multi-vendor environments. You will craft operating models, governance structures, and detailed process designs across incident, change, and knowledge management.

The role involves shaping SIAM strategy, guiding tool configurations (ServiceNow, BMC Helix, JSM), and working with client teams to land a transformed service model in run-time.