Agilus by Synergie is recruiting for a Senior ITSM Business Architect in the retail industry. We are seeking a Senior ITSM Business Architect to support the evolution and transformation of a mature Service Management practice. This highly autonomous consulting role will focus on designing ITSM processes, establishing governance frameworks, facilitating stakeholder engagement, and driving service management maturity initiatives.

The successful candidate will combine strategic thinking with hands‑on execution, helping shape scalable, ServiceNow-aligned processes that improve operational effectiveness, accountability, and service delivery across the organization.

Responsibilities

- Design, implement, and improve core ITSM processes and governance frameworks
- Facilitate CAB meetings, reviews, workshops, and stakeholder sessions
- Develop recommendations, impact assessments, implementation plans, and operating models
- Create process documentation, standards, procedures, and work instructions
- Translate business requirements into ServiceNow-aligned solutions and process improvements
- Support CMDB governance, IT Asset Management, and Service Catalog initiatives

Requirements

- Bring 10+ years of experience in ITSM,



business architecture, operational excellence, or process improvement roles
- Demonstrate 5+ years of experience designing and implementing ITSM processes
- Apply deep knowledge of Incident, Change, Problem, Knowledge, and Request Management practices
- Support CMDB, IT Asset Management, and Service Catalog governance initiatives
- Utilize ServiceNow or comparable enterprise ITSM platforms

Compensation and Terms

- Total rewards: $80.00 - $85.00 hourly
- Fully remote opportunity with hybrid flexibility for local candidates
- Long‑term engagement through March 2027

Additional Information

- High‑impact role influencing enterprise‑wide ITSM transformation initiatives
- Prospect to shape governance, process design, and service management strategy

Soft Skills

- Communicate complex concepts clearly to technical and business audiences
- Facilitate productive discussions and build consensus among diverse stakeholders
- Influence decisions and drive outcomes without direct authority
- Think strategically while delivering practical and actionable recommendations

📌 Senior ITSM Business Architect (Montreal)
🏢 Agilus Work Solutions
📍 Montreal