Solutions Architect (SME)

Diaconia LLC • Colorado Springs, CO

11h

About The Position

Diaconia is looking for a talented ITSM Solutions Architect (SME) to join our Amazing team!If you're looking to join a company that truly appreciates you and your talents, look no further! At Diaconia, we are committed to serving and caring for our colleagues, our clients and our community. Our team is made up of talented individuals who appreciate having the opportunity to contribute their knowledge and experience to further the growth and development of our industry. Our ideal candidates embrace diverse thinking, enjoy partnering with others and are seeking to make a difference!
Active Secret Security Clearance Required NO EXCEPTIONS!
The ITSM Solutions Architect serves as a senior program leader responsible for designing, implementing, and managing IT Service Management (ITSM) solutions for a large program supporting the Drug Enforcement Administration. You will work closely with stakeholders, including Service Desk, Tier 2 through 3, engineering, ITSM platform development team, and the Government to understand their requirements, determine current processes, and develop effective ITSM strategies and solutions. The ITSM Solutions Architect analyzes existing systems, identifies areas for improvement, and drives the design and implementation of innovative solutions leveraging and integrating toolsets (i.e. ServiceNow ITSM/ITOM/SAM, Science Logic, AD, SCCM, Qualys...) to enhance and transform service delivery, streamline processes, and optimize the overall ITSM framework. Ideal candidate will have experience in leading a program or operations team through a transformation to a highly efficient service organization leveraging an extensive ServiceNow implementation that includes, at a minimum, ITSM, ITOM, workflow automation, and integrations with Active Directory and other systems and tools.

Requirements

• Active Secret DoD Clearance Required - NO EXCEPTIONS!
• Proven experience as an ITSM Solutions Architect, IT Operations Manager, or a similar role.
• In-depth knowledge of ITSM frameworks, methodologies, and best practices (e.g., ITIL).
• Strong understanding of ITSM tools and technologies, specifically ServiceNow
• Proficiency in, or understanding of, system integration and automation using APIs, scripting languages, or workflow engines.
• Experience in developing and implementing ITIL processes
• Experience in defining business and IT services
• Visionary and thought leader that leads organization towards continued excellence
• Excellent analytical and problem-solving skills with the ability to design innovative solutions.
• Strong communication and interpersonal skills to collaborate effectively with stakeholders at all levels.
• Project management experience, including the ability to lead and deliver projects within scope, budget, and timelines.
• Familiarity with IT security principles, compliance standards, and data privacy regulations.
• Bachelor's degree in Business, Engineering, Computer Science, Information Systems, or Social Science and at least five (5) years of progressive experience in managing or driving transformation in Enterprise IT operations and delivery support under an ITIL framework.
• Active Secret DoD Clearance Required - NO EXCEPTIONS!
• ITIL Foundations Certification v4
• ITIL Expert v3 or ITIL v4 Managing Professional

Nice To Haves

• Technical support or engineering background a plus
• Agile
• DevSecOps
• Technical cert(s)
• Active Secret Security Clearance Required NO EXCEPTIONS!

Responsibilities

• Collaborates with stakeholders to understand business needs and translate them into comprehensive ITSM solutions.
• Designs and architects ITSM solutions that align with industry best practices and organizational requirements.
• Assesses and evaluates ITSM integration with other tools, systems and applications that enhance service delivery.
• Conducts thorough requirements gathering sessions with stakeholders to identify pain points, operational challenges, and desired outcomes.
• Translates requirements into functional specifications and/or stories for ITSM/ServiceNow developers backlog or other technical team activities.
• Leads the implementation of ITSM solutions for the program (collaborating with development team), including configuring and customizing software applications, defining service catalogs, developing automation workflows, and integrating systems.
• Collaborates with internal program IT teams, Government customer, and external vendors as required.
• Analyzes existing ITSM processes and identify areas for improvement, efficiency gains, and automation opportunities.
• Proposes and implements process enhancements to optimize service delivery and enhance customer satisfaction.
• Engages with various stakeholders, including program IT teams and Government customer to gather feedback, address concerns, and ensure alignment between ITSM initiatives and organizational objectives.
• Acts as a trusted advisor and provide guidance on ITSM best practices.
• Conducts research and stays up to date with emerging trends and advancements in ITSM tools and practices.
• Develops comprehensive documentation, including process documents, workflows, services definitions, technical specifications, user guides, and training materials.
• Conducts adhoc training and works with training team to develop training sessions and workshops to educate end-users and IT teams on ITSM processes, tools, and functionalities.
• Establishes performance metrics and key performance indicators (KPIs) to measure the effectiveness of ITSM solutions.
• Monitors system performance, generates reports, and provides insights to stakeholders for continuous improvement.
• Ensures ITSM solutions comply with industry standards, security protocols, and regulatory requirements.
• Collaborates with security teams to implement appropriate security measures and controls.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level