ITSM Solutions Architect

ITSM Solutions Architect – Service Desk Plus Enterprise

Department: Information Technology

Location: Kondapur, Hyderabad, India

Work Mode: Work From Office – 5 Days a Week

Shift Timings: 5:30 PM – 2:30 AM IST

Employment Type: Full-Time, Permanent

Reports To: IT Operations Manager / Director of IT Infrastructure & Operations

Position Summary

We are seeking an experienced ITSM Solutions Architect – Service Desk Plus Enterprise with 8+ years of experience in IT Service Management, ITSM platforms, service desk operations, and enterprise ITSM solution design.

The ideal candidate will have strong hands-on expertise in Service Desk Plus Enterprise or comparable enterprise ITSM platforms, with proven experience designing and implementing scalable ITSM solutions, optimizing ITIL processes, configuring workflows and automation, integrating enterprise applications, and driving continuous service improvement.

This role will serve as a technical and process architect, working closely with IT Operations, Service Desk, Infrastructure, Application, Security, and business stakeholders to translate complex business requirements into scalable ITSM solutions aligned with organizational objectives, ITIL best practices, governance, compliance, and operational standards.

Key Responsibilities

ITSM Solution Architecture & Design

• Lead the architecture, design, and implementation of enterprise-scale ITSM solutions using Service Desk Plus Enterprise or similar ITSM platforms.

• Define scalable, sustainable, and standardized ITSM platform architecture aligned with business and operational requirements.

• Conduct process reviews, discovery sessions, requirements workshops, and stakeholder consultations to identify service management needs.

• Translate business and technical requirements into effective ITSM processes, workflows, service models, and platform solutions.

• Develop solution designs, workflow diagrams, process documentation, and technical specifications.

• Establish platform standards, configuration guidelines, governance processes, and best practices.

• Lead process reviews and stakeholder governance meetings to evaluate service performance, process effectiveness, and improvement opportunities.

Service Desk Plus Enterprise Configuration

• Configure, administer, and maintain Service Desk Plus Enterprise modules, including:• Incident Management

• Request Management

• Change Management

• Problem Management

• Asset Management

• Service Catalog

• CMDB

• Design and optimize request templates, categories, forms, business rules, approval processes, user roles, escalation paths, notifications, and SLAs.

• Configure service workflows and automation rules to improve service delivery and operational efficiency.

• Design and maintain Service Catalog structures and self-service capabilities.

• Ensure platform configurations are scalable, maintainable, secure, and aligned with organizational standards.

Workflow Automation & Orchestration

• Design and implement workflow automation, orchestration, and self-service capabilities across ITSM processes.

• Identify opportunities to automate repetitive service desk and IT operations activities.

• Develop automated approval, assignment, escalation, notification, and fulfillment workflows.

• Evaluate and implement automation capabilities that improve ticket resolution, SLA compliance, and operational efficiency.

• Support integration of AI-enabled service management features, chatbots, virtual assistants, and predictive analytics where applicable.

• Continuously evaluate emerging ITSM automation capabilities and recommend improvements.

ITIL Process Management

• Design, implement, and optimize ITIL-aligned processes covering:• Incident Management

• Request Fulfillment

• Change Management

• Problem Management

• Asset Management

• Configuration Management

• Service Level Management

• Support Change Advisory Board (CAB) processes and governance workflows.

• Define and optimize SLAs, OLAs, escalation procedures, and service performance standards.

• Ensure ITSM processes are standardized and consistently implemented across teams.

• Identify process gaps and recommend improvements based on operational data and stakeholder feedback.

Enterprise Integrations & API Architecture

• Design and support enterprise application integrations between the ITSM platform and other business and technology systems.

• Define API and automation design strategies for integrating Service Desk Plus with enterprise applications.

• Work with REST APIs, web services, and other integration technologies as applicable.

• Support integrations with systems such as HRIS, ERP, identity platforms, monitoring tools, endpoint management platforms, collaboration tools, and other enterprise applications.

• Define integration requirements, data flows, authentication methods, error handling, and monitoring processes.

• Ensure integrations are secure, reliable, scalable, and maintainable.

CMDB & Configuration Management

• Define and maintain Configuration Management Database (CMDB) concepts, standards, and governance.

• Support identification and management of Configuration Items (CIs), relationships, dependencies, and ownership.

• Establish processes for maintaining accurate and reliable configuration data.

• Integrate CMDB information with Incident, Problem, Change, Asset, and other ITSM processes.

• Identify opportunities to improve configuration data quality and visibility across the enterprise.

Reporting, Analytics & Performance Management

• Analyze ITSM data and develop reports, dashboards, KPIs, scorecards, and service performance metrics.

• Monitor SLA compliance, ticket volumes, backlog health, resolution trends, recurring incidents, and service performance.

• Provide data-driven insights to IT leadership and stakeholders.

• Identify trends and process bottlenecks and recommend corrective actions.

• Support predictive analytics and AI-enabled reporting capabilities where applicable.

Governance, Compliance & Continuous Improvement

• Establish and maintain ITSM platform governance, configuration standards, and compliance controls.

• Ensure ITSM processes align with organizational policies, ITIL best practices, and applicable regulatory requirements.

• Support audits by maintaining accurate ITSM records, process documentation, configuration documentation, and governance evidence.

• Identify opportunities for ITSM transformation and continuous improvement.

• Develop roadmaps for platform enhancements, automation, integrations, and process maturity.

• Evaluate existing processes and recommend improvements that enhance efficiency, user experience, service quality, and operational control.

Implementation, Testing & Production Support

• Lead ITSM platform enhancement initiatives through the complete lifecycle:• Requirements Gathering

• Process Analysis

• Solution Design

• Configuration

• Development

• Testing

• User Acceptance Testing (UAT)

• Deployment

• Production Support

• Continuous Optimization

• Develop test plans and validate configuration changes before production deployment.

• Coordinate release and change activities with relevant technical teams.

• Troubleshoot complex platform, workflow, integration, and configuration issues.

• Provide technical guidance and support for production incidents related to the ITSM platform.

Stakeholder Management & Consulting

• Collaborate with Service Desk, IT Operations, Infrastructure, Application, Security, and business teams to understand requirements and deliver effective ITSM solutions.

• Lead stakeholder workshops and requirements-gathering sessions.

• Provide consulting and recommendations on ITSM process design, platform capabilities, automation, and governance.

• Communicate complex technical and process concepts clearly to both technical and non-technical stakeholders.

• Lead stakeholder governance meetings and provide updates on platform performance, initiatives, risks, and improvement opportunities.

• Work independently while managing multiple priorities and cross-functional initiatives.

Requirements

• Bachelor’s degree in Information Technology, Information Systems, Computer Science, or a related field, or equivalent professional experience.

• 8+ years of experience in IT Service Management, Service Desk Operations, IT Operations, ITSM platform administration, or ITSM solution architecture.

• Strong hands-on experience with Service Desk Plus Enterprise or a comparable enterprise ITSM platform.

• Proven experience designing and implementing enterprise-scale ITSM solutions.

• Strong knowledge of ITIL processes and service management best practices.

• ITIL Foundation certification or higher – Mandatory.

• Strong experience with ITSM workflow configuration, automation, SLA management, reporting, and dashboards.

• Experience with enterprise application integrations, API design, automation, Service Catalog, and CMDB concepts.

• Excellent analytical, problem-solving, documentation, and process optimization skills.

• Excellent verbal and written communication skills with strong stakeholder management and consulting abilities.

• Advanced ITIL certification.

Preferred Qualifications

• Experience working in healthcare, government, financial services, or other regulated environments.

• Experience with Service Desk Plus Enterprise architecture and large-scale implementations.

• Experience with ITSM transformation and service management maturity initiatives.

• Experience implementing workflow automation, orchestration, and self-service solutions.

• Knowledge of AI-enabled ITSM, chatbot/virtual-agent integrations, predictive analytics, and intelligent automation.

• Experience designing and implementing integrations with ERP, HRIS, identity management, monitoring, endpoint management, or other enterprise platforms.

• Strong understanding of CMDB architecture, Configuration Management, and Asset Management.

• Experience developing executive dashboards, service performance reports, KPIs, and scorecards.

• Experience leading stakeholder workshops, governance meetings, and process review sessions.

Key Competencies

• ITSM Solutions Architecture

• Enterprise ITSM Platform Architecture

• Service Desk Plus Enterprise

• ITIL Process Management

• Incident, Request, Change & Problem Management

• ITSM Process Analysis & Optimization

• Workflow & Automation Configuration

• Workflow Automation & Orchestration

• Service Catalog Design

• Configuration Management & CMDB

• Asset Management

• SLA & Service Performance Management

• Reporting, Dashboards & Data Analytics

• Enterprise Application Integrations

• API & Automation Design

• ITSM Transformation & Continuous Improvement

• Platform Governance & Compliance

• Solution Design & Technical Documentation

• Stakeholder Consulting & Requirements Gathering

• Process Reviews & Governance

• Excellent Communication & Presentation Skills

• Analytical & Problem-Solving Skills