ITSM Solution Architect

ITSM Solution Architect

Job Description

You were made to do this work: designing new technologies, diving into data, optimizing digital experiences, and constantly developing better, faster ways to get results.

You want to be part of a performance culture dedicated to building technology for a purpose that matters.

You want to work in an environment that promotes sustainability, inclusion, wellbeing, and career development.

In this role, you’ll help us deliver better care for billions of people around the world.  It starts with YOU. 

In this role, you will:


* Architecture & Strategy: Define and maintain the enterprise ITSM platform architecture (ServiceNow, BMC Remedy, or equivalent).

Develop solution blueprints, integration patterns, and data models to ensure scalability and reliability.

Build and maintain a multi-year platform roadmap, aligned with digital transformation goals.

Establish governance, design standards, and reusable frameworks for ITSM implementation.

Run Process Council Meetings to update stakeholders on the ITSM roadmap.



* Platform Implementation & Technical Expertise: Act as Product Owner and Technical Expert for workflows, Service Request Management, Dynamic Workflows, Customer Workflows, and Service Portal.

Configure the ITSM platform to meet business and process requirements.

Implement workflows, dynamic workflows, integrations, web services (REST/SOAP), transform maps, and file-based transfers.

Provide multiple configuration options with pros/cons to support design decisions.

Develop UI/UX designs, wireframes, and user journeys for new projects.

Troubleshoot platform configuration issues and ensure smooth deployments across environments.

Perform unit/regression testing and collaborate with UAT teams.



* K-C Internal Only Process Enablement: Translate ITIL processes (Incident, Problem, Change, CMDB, Knowledge, Service Catalog, etc.) into automated ITSM workflows.

Architect CMDB governance, discovery, and integration models.

Design automation workflows, self-service portals, dashboards, and AI/ML-driven service enhancements.



* Integration & Governance: Architect and configure integrations with monitoring tools (e.g., Dynatrace), AIOps, ERP, CRM, Cloud, and other enterprise systems.

Ensure compliance with enterprise architecture and security standards.

Review solution designs for adherence to architecture standards.



* Stakeholder Engagement: Partner with senior leadership, IT operations, and business units to capture needs and propose scalable ITSM solutions.

Provide thought leadership and guidance on ITSM modernization.

Act as main focal point for tool-related queries within the program team.

Documentation & Knowledge Management Create and maintain Technical Solution Documents (TSD), Functional Specification Documents (FSD), release notes, and training guides.

Act as backup for colleagues when needed, supporting other ITSM modules.

About Us

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