ITSM Architect / Technical Lead

ITSM Architect / Technical Lead Location: Remote , India . Role OverviewWe are seeking an experienced ITSM Technical Lead / Integration Lead to lead the architecture, integration, automation, and enhancement of enterprise-scale IT Service Management (ITSM) platforms and related enterprise systems.This role is not focused on pure platform administration or workflow configuration. Instead, the primary focus is designing and implementing integrations and automations between the ITSM platform and enterprise systems such as identity platforms, HRMS, Finance systems, asset and endpoint management tools, monitoring platforms, collaboration systems, and internal applications/APIs.The ideal candidate will bring strong experience in ITSM platform integrations, enterprise automation, API-driven architectures, and hands-on technical development, along with the ability to guide a small technical team and collaborate with global stakeholders and vendors.Experience with Ivanti ITSM is strongly preferred; however, candidates with strong product-agnostic ITSM integration experience across platforms such as ServiceNow, Jira Service Management, BMC, Freshservice, or similar will also be considered.Key ResponsibilitiesITSM Integration & AutomationDesign, build, and maintain integrations between ITSM platforms and enterprise systems including:Google WorkspaceActive Directory / Azure ADLDAP / SCIM-based identity systemsHRMS and Finance platformsAsset and endpoint management systemsMonitoring and observability platformsInternal business applications and APIsDevelop scalable automation solutions for:User onboarding/offboardingAccess provisioning and lifecycle managementIncident and request automationAsset synchronizationOperational workflows and notificationsDefine integration architecture patterns using:REST/SOAP APIsWebhooksMiddlewareEvent-driven integrationsScripting and orchestration frameworksTechnical LeadershipProvide hands-on technical leadership to a small engineering and support team.Guide development standards, code quality, documentation, and release management practices.Conduct architecture and code reviews to ensure scalable and maintainable solutions.Partner with the Scrum Master/Product Manager to drive Agile delivery and prioritization.Mentor team members on integration design, automation practices, and enterprise system interoperability.Platform Engineering & Solution DesignDefine end-to-end architecture for ITSM-related services and integrations.Evaluate business requirements and translate them into scalable technical solutions.Ensure best practices around configuration vs customization to minimize technical debt.Support modernization and AI-enabled automation initiatives across IT operations.Stakeholder & Vendor ManagementCollaborate with infrastructure, security, HR, Finance, and business teams to understand integration requirements.Work with third-party vendors and platform providers to deliver integration and automation initiatives.Manage delivery expectations, timelines, SLAs, and operational support requirements.Communicate technical solutions effectively to both technical and non-technical stakeholders.Governance, Security & ComplianceEnsure integrations and automations adhere to enterprise security, compliance, and governance standards.Support ITIL-aligned service management processes and operational best practices.Maintain secure authentication and authorization standards across connected systems.Required QualificationsBachelor’s degree in Computer Science, Information Systems, or related field.8–12 years of experience in ITSM solution delivery, enterprise integrations, or platform engineering.Strong experience integrating ITSM platforms with enterprise/internal systems.Hands-on experience with:REST/SOAP APIsWebhooksMiddleware/integration frameworksAutomation and orchestration toolsExperience with identity and user lifecycle integrations involving:Google WorkspaceActive Directory / Azure ADLDAP / SCIMStrong scripting/programming experience in one or more of:PythonNode.jsJavaScriptJavaPowerShellStrong understanding of enterprise architecture and system interoperability.Experience leading small technical teams and coordinating with vendors/stakeholders.Solid understanding of ITIL processes and service management principles.Ability to collaborate with globally distributed teams across time zones.Willingness to travel to India production centers as needed.Preferred QualificationsExperience with Ivanti ITSM, ITAM, Unified Endpoint Management, or patching solutions.Experience integrating platforms such as:Jira Service ManagementServiceNowAtlassian ecosystemHubSpot TicketingExperience with cloud platforms and SaaS integrations.Experience implementing AI-enabled ITSM automations.Familiarity with DevOps and Infrastructure Automation practices.Experience in enterprise digital transformation programs.Experience working in AI, healthcare, autonomous systems, or technology-driven organizations.ITIL 4 certification preferred.Key CompetenciesEnterprise integration architectureITSM platform engineeringAPI and middleware integrationAutomation and orchestrationIdentity and access lifecycle automationCloud and hybrid infrastructureStakeholder managementAgile delivery methodologiesTeam leadership and mentoringAnalytical problem-solvingStrong communication and collaboration skills

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