ITSM Architect / Technical Lead

ITSM Architect / Technical Lead

Location: Remote , India .

Role Overview

We 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 Responsibilities

ITSM Integration & Automation

• Design, build, and maintain integrations between ITSM platforms and enterprise systems including:
• Google Workspace
• Active Directory / Azure AD
• LDAP / SCIM-based identity systems
• HRMS and Finance platforms
• Asset and endpoint management systems
• Monitoring and observability platforms
• Internal business applications and APIs
• Develop scalable automation solutions for:
• User onboarding/offboarding
• Access provisioning and lifecycle management
• Incident and request automation
• Asset synchronization
• Operational workflows and notifications
• Define integration architecture patterns using:
• REST/SOAP APIs
• Webhooks
• Middleware
• Event-driven integrations
• Scripting and orchestration frameworks

Technical Leadership

• Provide 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 Design

• Define 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 Management

• Collaborate 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 & Compliance

• Ensure 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 Qualifications

• Bachelor'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 APIs
• Webhooks
• Middleware/integration frameworks
• Automation and orchestration tools
• Experience with identity and user lifecycle integrations involving:
• Google Workspace
• Active Directory / Azure AD
• LDAP / SCIM
• Strong scripting/programming experience in one or more of:
• Python
• Node.js
• JavaScript
• Java
• PowerShell
• Strong 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 Qualifications

• Experience with Ivanti ITSM, ITAM, Unified Endpoint Management, or patching solutions.
• Experience integrating platforms such as:
• Jira Service Management
• ServiceNow
• Atlassian ecosystem
• HubSpot Ticketing
• Experience 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 Competencies

• Enterprise integration architecture
• ITSM platform engineering
• API and middleware integration
• Automation and orchestration
• Identity and access lifecycle automation
• Cloud and hybrid infrastructure
• Stakeholder management
• Agile delivery methodologies
• Team leadership and mentoring
• Analytical problem-solving
• Strong communication and collaboration skills