Service Desk Solution Architect

Solution Architecture & Design

Design and document service desk architectures, including workflows, integrations, and data models.

Define technical standards and ensure alignment with enterprise architecture.

Evaluate and recommend ITSM tools and technologies (e.g., ServiceNow, BMC Remedy, Freshservice).

Platform Expertise

Lead the configuration and customization of ITSM platforms.

Design and implement modules such as Incident, Request, Problem, Change, and Knowledge Management.

Integrate service desk systems with monitoring tools, CMDB, identity providers, and other enterprise systems.

Innovation & Optimization

Identify opportunities for automation, AI/ML integration, and self-service enhancements.

Collaborate with AI and automation teams to implement chatbots, virtual agents, and predictive analytics.

Drive continuous improvement through performance analysis and user feedback.

Stakeholder Collaboration

Work closely with business analysts, service owners, and IT operations teams to gather requirements.

Translate business needs into technical solutions and ensure stakeholder alignment.

Provide architectural guidance during project planning and implementation.

Governance & Compliance

Ensure solutions comply with security, privacy, and regulatory requirements.

Maintain architectural documentation and participate in design reviews.

Support audits and risk assessments related to service desk systems.

Bachelor’s or Master’s degree in Computer Science, Information Systems, or a related field.

12+ years of experience in ITSM or enterprise IT architecture, with 3+ years in a solution architect role.

Strong experience with ITSM platforms like ServiceNow, BMC, or Ivanti.

Strong experience with Contact center platforms like Genesys Cloud CX, Five9, Nice CX etc

ITIL v4 Certification (Foundation or higher).

ServiceNow Certified System Administrator / Architect.

Knowledge of scripting (JavaScript, PowerShell), APIs, and integration frameworks.

Strong analytical, communication, and documentation skills.