Job Directory Lead ITSM Solutions Architect

Lead ITSM Solutions Architect
Arlington, VA

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About

Job Description

Position Description:

CGI is seeking an experienced and highly motivated Lead ITSM (Remedy/ServiceNow) Solutions Architect. The successful candidate will lead to new and existing IT Service Management (ITSM) and Configuration Management (CM) design, development, and production teams. This candidate will also interact with the customer to provide discipline consulting and drive customer requirements. This candidate will also be heavily involved in business development efforts solutions developing new service desks with a fully integrated ITSM solution including integration into other solutions, tailored customer reporting and dashboards, and mobile device visibility into key metrics using ITIL V3 and V4 frameworks

Your future duties and responsibilities:

* Design innovative ITSM architectures using BMC Remedy and/or ServiceNow and customer provided tool suites.
* Lead the existing delivery team and be fully responsible for customer reporting, dashboards, and deliverables.
* Assist in creating customer-specific automated workflows using the ITSM
* Be able to develop, create, and customize IT Service Portfolio
* Lead in the development of training materials and train staff
* Drive customer requirement sessions and implement solutions to accomplish them with the ITSM
* Be able to procure additional tools and capabilities when required
* Be able to work on business development opportunities solutioning customized solutions using these tool suites effectively to deliver the right approach
* Knowledge with CMMI, ITIL V3/V4 Foundation and Intermediate, PMI, and other best practices and frameworks. Certifications in ITSM and these frameworks preferred.
* Adhere to disciplined systems engineering methodologies to deliver high value sustainable solutions. Design and deploy process-based business enabling solutions.
* Proficient in Problem Management Processes and analysis of the ITSM data to provide customers with opportunities to reduce outages and incidents.
* Help customers define their requirements and articulate these to the delivery team in a technical context.
* Manage all aspects to Problem Resolutions and Customer Satisfaction.
* Craft customer centric Business and Technical Roadmaps and contribute to Project Plans.
* Work closely with IT, Business, and Management and assume the role of "customer's trusted advisor." Present the value of IT in business context.
* Develop a strong professional relationship with the customer 's Management and Technical leadership teams.
* Remain informed about Industry Trends, COTS Products, and Innovations

Required qualifications to be successful in this role:

* Broad knowledge of ITSM Tool Suites (Remedy/ServiceNow), ITIL V3/V4 Frameworks, CMMI V1.3/2, and PMI.
* Be able to design, deploy, release, upgrade new Remedy/ServiveNow ITSMs.
* Develop and lead as the Project Leader new changes and solutions into a customer environment on time and successfully
* Broad knowledge of Networking, Cloud, Data Center, Virtualization, Storage, Security, and Active Directory required.
* Proficient in Oral Presentation and Written Communications skills to deliver in client engagement and business development initiatives.
* Ability to interact effectively with Peers, Project Leads, and Key Stakeholders.
* Demonstrate sufficient knowledge and experience to appropriately apply a methodology to projects that have reasonably defined project requirements and deliverables.
* Attention to detail and effective Problem-Solving skills. Proactive and self-motivation is expected.
* Must be a US Citizen and possess an active DoD Secret clearance. Top Secret preferred.
* Must be available to support 24x7x365 customer base.
* Position will be in Washington DC area (Northern VA, DC)

Education and Experience

* A Technical Bachelor's or Master's Degree and 10+ years of experience related to the duties listed. Additional experience will be considered in lieu of a Master's Degree.
* Previous Architectural experience in a multi-vendor complex IT environment required.
* Previous business development experience
* Experience delivering ITSM delivering over thousands of incidents a month
* Strong Program/Project Management experience

Skills:

* IT & Communications
* Remedy

What you can expect from us: Build your career with us.

It is an extraordinary time to be in business. As digital transformation continues to accelerate, CGI is at the center of this change-supporting our clients' digital journeys and offering our professionals exciting career opportunities.

At CGI, our success comes from the talent and commitment of our professionals. As one team, we share the challenges and rewards that come from growing our company, which reinforces our culture of ownership. All of our professionals benefit from the value we collectively create.

Be part of building one of the largest independent technology and business services firms in the world.

Learn more about CGI at www.cgi.com.

No unsolicited agency referrals please.

CGI is an equal opportunity employer.

Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status, political affiliation, genetic information, or any other legally protected status or characteristics.

CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at US_Employment_Compliance@cgi.com. You will need to reference the requisition number of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a requisition number will not be returned.

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All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held.

CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI's legal duty to furnish information.

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