As a Senior Information Technology Service Management (ITSM) Tooling Architect, you will play a crucial role in ensuring delivery excellence in support of Digital Transformation priorities. Working within an Agile framework and reporting to the Solution Owner, you will produce design documentation for a wide variety of ITSM tooling solutions varying in size and complexity.
You will lead committed delivery teams to produce credible, high-quality solutions. This role requires an innovative individual who understands the technical design and deployment of IT systems in highly secure environments, ensuring designs remain practical, cost-effective, and robust.
Key Responsibilities
* Design & Architecture: Produce comprehensive design documentation and plans for large-scale ITSM tooling solutions across cloud, on-premises, and hybrid environments.
* Agile Collaboration: Work as part of a dedicated Agile team to find faster, more effective technical solutions.
* Security & Standards: Demonstrate the highest standards of data security, ensuring all designs meet the rigorous requirements of secure environment deployment.
* Leadership: Lead and mentor ITSM tooling delivery teams, fostering a culture of teamwork and innovation.
* Stakeholder Management: Provide customers with the confidence that their requirements are understood and can be delivered effectively.
Skills & Experience
Core Technical Requirements
Extensive experience in the design, installation, configuration, and customization of ITSM/ITIL/Service Desk technologies, ideally including one or more of the following:
* ServiceNow / BMC Helix / BMC Remedy
* CA Service Desk Manager
* Freshworks / ManageEngine
Process & Security Knowledge
* Deep understanding of ITSM/ITOM/ITIL/eTOM processes (ITIL v4 certification highly preferred).
* Proven track record in designing highly secure, highly resilient solutions.
* Experience working within secure/defence-standard environments.
Infrastructure & Development
* Core Infrastructure: Working knowledge of Windows Server, Active Directory, Group Policies, SQL Server Clustering, and PKI Infrastructure (certificate management).
* Scripting & Data: Proficiency in scripting and data manipulation, including:
* SQL Scripting & Power BI / SSRS
* REST Web Services & C#
* Pension: Double matching contributions up to 10%.
* Incentives: Company-wide incentive plans and Life Assurance.
* Flexibility: "Your Choices" flexible benefits (dental, travel, increased holiday, etc.).
* Wellbeing: Employee assistance programme, virtual GP, and private medical insurance (role dependent).
* Allowances: Car allowance or company car (role dependent).
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