Lead System Architect - ITSM

• Develop and maintain the architectural roadmap for I&O, aligning it with business strategy and technology trends
• Provide thought leadership and guidance on ITSM, Observability, Automation, and Platform Management best practices
• Identify and evaluate emerging technologies, particularly in the areas of AI and automation, to improve I&O efficiency and effectiveness
• Collaborate with other architects to ensure alignment across domains and promote a holistic architectural vision
• Champion architectural principles and standards across the organization
• Design and oversee the implementation of scalable, resilient, and secure I&O solutions
• Define architectural patterns and standards for ITSM, Observability, Automation, and Platform Management
• Lead the evaluation and selection of I&O technologies and platforms
• Provide technical guidance and mentorship to engineering teams
• Ensure solutions are aligned with security and compliance requirements
• Drive the adoption of automation technologies to streamline I&O processes and improve efficiency
• Explore and implement Generative AI and Agentic AI solutions to enhance service desk operations, incident management, and proactive problem resolution
• Develop and maintain a knowledge base of automation scripts, playbooks, and best practices
• Foster a culture of innovation and continuous improvement within the I&O organization
• Work closely with business stakeholders to understand their needs and translate them into architectural requirements
• Communicate architectural vision and roadmaps to technical and non-technical audiences
• Collaborate with vendors and partners to evaluate and implement I&O solutions
• Act as a trusted advisor to senior management on I&O technology trends and best practices

• 5+ years of Systems Architecture experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 5+ years of experience as an Architect, with a proven track record of designing and implementing complex I&O solutions
• Deep understanding of ITSM frameworks, IT Asset Management, Configuration and Drift Management, Observability Platforms, Automation tooling and Platform Management
• Experience in leveraging Generative AI and Agentic AI capabilities to enhance service operations is highly desirable
• Deep understanding and hands-on experience with ITSM frameworks (e.g., ITIL), Observability platforms (e.g., Splunk Observability Stack), IT Operations Automation tools (e.g., Ansible, Amelia), and Platform Management solutions (e.g., ServiceNow)
• Experience with cloud computing platforms (e.g., Azure, GCP) and hybrid cloud environments (e.g. OpenShift Container Platform - OCP)
• Experience with DevOps and Agile methodologies
• TOGAF or other Enterprise Architecture certifications are a plus
• ITIL 4 Foundation certification

• Experience in leveraging Generative AI and Agentic AI capabilities to enhance service operations
• TOGAF or other Enterprise Architecture certifications
• ITIL 4 Foundation certification

Relocation assistance is not available for this position