ITSM Business Architect

This is a remote position.

Location and Hours:

• Remote (work from home) or hybrid if the selected candidate is located in Winnipeg, Manitoba    
  
• 8 hours daily, Monday to Friday 
  
• Core business hours are between 7:00am-5:00 pm (Central Time)
  

Contract Duration: 8 Months to start with  

The successful candidate will support process design, governance, facilitation, stakeholder engagement, recommendation development, and implementation activities across the ITSM landscape. The ideal candidate will operate independently, develop practical solutions, facilitate effective discussions, and drive initiatives from concept through implementation with minimal direction.

Key Responsibilities

• Design, implement, and improve ITSM processes including Incident, Change, Problem, Knowledge, Request, CMDB, IT Asset Management (ITAM), and Service Catalog Management.

• Facilitate CAB, Change Reviews, Problem Reviews, Knowledge Reviews, workshops, and stakeholder sessions.

• Develop end-to-end recommendations including governance, risks, impacts, implementation approach, and execution plans.

• Create practical process documentation, procedures, standards, work instructions, and governance models.

• Translate business requirements into ServiceNow-aligned processes and solutions.

• Partner with stakeholders, technical teams, and leadership to drive decisions and outcomes.

• Support ITSM governance, service management maturity, CMDB governance, and Asset Management practices.

• Support process adoption, organizational change, and continuous improvement initiatives.

Required Experience

• 10+ years of experience in ITSM, Business Architecture, Operational Excellence, Process Improvement, or related discipline(s).

• 5+ years of experience designing and implementing ITSM processes.

• Demonstrated experience with Change, Problem, Knowledge, Incident, Major Incident, CMDB, and Asset Management practices.

• ITIL Foundation certification or higher.

• Experience facilitating workshops, governance meetings, and stakeholder discussions.

• Experience independently driving initiatives from assessment through implementation.

• Experience supporting ITSM transformation and service management maturity initiatives.

• Experience developing operational processes, governance models, and business procedures.

• Experience with ServiceNow, or similar ITSM platforms.

Critical Skills

• Exceptional written and verbal communication skills.

• Strong facilitation, stakeholder management, and influencing abilities.

• Ability to independently develop complete recommendations from a business problem or objective.

• Ability to translate analysis into practical and actionable solutions.

• Ability to simplify complex concepts into clear, consumable outputs.

• Ability to establish governance, ownership models, and operational processes.

• Ability to operate with minimal direction and proactively identify solutions.

• Strong organizational skills, accountability, and follow-through.

 Preferred Qualifications

• ServiceNow Administration Fundamentals (SNAF).

• ServiceNow Certified System Administrator (CSA).

• Experience with ServiceNow ITSM, CMDB, ITAM, Service Catalog, Reporting, and Governance.

 Additional Requirements:

• Must have Windows based computer with standard Windows applications
  
• Computer must be configured for MS Teams meetings and capable of connecting to MBLL’s Microsoft environment and applications such as SharePoint, Teams and OneDrive. 
  
• Must have licenses for all software products required to perform the above responsibilities. 
  
• Must possess own communication device.
  
• Must have licensed Visio software.
  

 Success in this Role

The successful candidate must be able to take a business problem, independently assess the situation, engage stakeholders, facilitate discussions, develop practical recommendations, produce clear documentation, and drive implementation with minimal oversight.