Design, implement, and improve ITSM processes including Incident, Change, Problem, Knowledge, Request, CMDB, IT Asset Management (ITAM), and Service Catalog Management.
Facilitate CAB, Change Reviews, Problem Reviews, Knowledge Reviews, workshops, and stakeholder sessions.
Develop end-to-end recommendations including governance, risks, impacts, implementation approach, and execution plans.
Create practical process documentation, procedures, standards, work instructions, and governance models.
Translate business requirements into ServiceNow-aligned processes and solutions.
Partner with stakeholders, technical teams, and leadership to drive decisions and outcomes.
Support ITSM governance, service management maturity, CMDB governance, and Asset Management practices.
Support process adoption, organizational change, and continuous improvement initiatives.
Requirements 10+ years of experience in ITSM, Business Architecture, Operational Excellence, Process Improvement, or related discipline(s).
5+ years of experience designing and implementing ITSM processes.
Demonstrated experience with Change,



Problem, Knowledge, Incident, Major Incident, CMDB, and Asset Management practices.
ITIL Foundation certification or higher.
Experience facilitating workshops, governance meetings, and stakeholder discussions.
Experience independently driving initiatives from assessment through implementation.
Experience supporting ITSM transformation and service management maturity initiatives.
Experience developing operational processes, governance models, and business procedures.
Experience with ServiceNow, or similar ITSM platforms.
Core Competencies Demonstrates extensive expertise in IT Service Management (ITSM) processes, including Incident, Change, Problem, and Asset Management, with a robust focus on governance and continuous improvement. Proven ability to translate business requirements into effective ServiceNow-aligned solutions while facilitating stakeholder engagement and driving operational excellence.

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📌 ITSM Business Architect (Manitoba)
🏢 Jobtailor
📍 Manitoba