ITSM Process & Product Architect

Position: ITSM Process & Product Architect

Job ID#: DLTJP

Duration: 6 Months

Overview

As the ITSM Process & Product Architect joining our team, you will have the opportunity to work with multidisciplinary teams to architect cutting‑edge processes and solutions targeted at modernizing our IT Service Management (ITSM) practices. This includes innovating with the latest technologies such as ServiceNow , Dynatrace , Observability , AI solutions , Cloud , Discovery , and more.

We are reshaping how we deliver IT Operations and seeking industry thought leaders and designers to join us on our journey toward next‑generation ITSM. If you excel in designing process, product, and automation solutions and are eager to explore innovative approaches, we want to hear from you!

Key Responsibilities

• Design and Innovation
• Design, architect, and innovate in ITSM areas, incorporating Agentic AI into customer experiences, monitoring solutions, and automated workflows.
• Process Assessment
• Conduct “as‑is” process assessments to identify gaps and architect solutions in collaboration with technical teams.
• Standards and Principles
• Develop guiding principles and standards across Service Strategy, Transition, and Operations to build a modern ITSM value stream.
• Technical Roadmap
• Influence the technical roadmap by leveraging platform capabilities and governance guardrails to reduce technical debt and maximize automation.
• Work within diverse teams across the organization and vendor partners to transform IT processes, integrating expertise in AI, ServiceNow, Business Architecture, Service Excellence, Observability, Cloud (Azure, AWS, Google), and orchestration technologies.
• Monitoring Integration
• Drive integration of leading‑edge monitoring solutions into a common workflow engine using ServiceNow to enable automated remediation and self‑healing techniques.
• Solution Design
• Review client requirements, analyze business pain points, and design technical solution options based on platform capabilities and current architecture.

Qualifications

• Experience
• 5–7 years designing and developing IT Operations processes with enterprise‑grade solutions (minimum 3 years on ServiceNow platform).
• Technical Expertise
• Demonstrated experience with data governance and automation in complex hybrid cloud and on‑premise environments.
• AI and Automation
• Exposure to automating processes, customer interactions, Predictive or Agentic AI, and/or machine learning in concept and practice.
• Communication
• Excellent verbal, written, and presentation skills; ability to simplify complex technical concepts for varied stakeholders.
• Proven ability to work in and influence multidisciplinary teams within a matrix environment.
• Flexibility
• Flexible work style, hours, and telecommuting presence required for global interaction.
• Product Integration
• Prior experience recommending product solutions that integrate holistically with ITSM and/or ITIL processes.

Preferred Certifications

• ServiceNow Master or Technical Architect
• Certified Implementation Specialist
• ITIL Certification

About Symbiotic Digital.

Symbiotic Digital provides the IT Experts you need that solve problems and get things done. See what the top 2% in their field can do for you. (Symbiotic Digital is a division of Symbiotic Group Inc.)

We serve customers in two ways, we provide:

1) Digital Experts: IT Consulting expertise. Bright Minds That Produce Proven Results

2) Recruitment: Find The Right People You Need

Serving IT & Business leaders, Symbiotic Digital provides a business system that enable us to provide the Expert Technical staff needed to solve challenging business and IT problems. IT leaders in the most reputable organizations in Canada have relied on Symbiotic Digital to help them staff difficult assignments with proven Experts uniquely evaluated by our proven QMS- Quality Management System Staff Development Model. We are a 100% Indigenous owned company.