- Where
- London, , United Kingdom
- Level
- Mid
Service Architect - ITSM
Fully remote
Immediate start
Initial 6 month contract, could extend
INSIDE IR35
Role overview
We are looking for an experienced ITSM Service Architect to act as design authority on a HaloITSM implementation. The architect will own the target service management model and make sure every requirement, configuration and integration fits one coherent, best-practice design.
Purpose and context
The programme already has a Business Analyst and a technical specialist for each integration. What's missing is one person who owns how the end-to-end service works. Without that, each requirement and integration gets solved separately, and the result is risk of inconsistent categories and duplicate configuration data.
The SA works to the target ITSM operating model, defines the standards the build must follow, and challenge designs that depart from best practice or from Halo's out-of-the-box strengths.
Key responsibilities
Process architecture
Work to the Bell ITIL practices (Incident, Service Request, Problem, Change, Knowledge, Service Level, Asset and Configuration) and how they hand off to each other
Decide which practices and capabilities are in scope for go-live and which come in later phases
Translate process designs into Halo configuration principles: ticket types, workflows, statuses and approvals