Job Title: Senior ITSM Business Architect – Service Management
Location: Winnipeg, MB (Remote)
Estimated Duration: 6 Months
Responsibilities
- 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.
Qualifications
- 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.
Critical Skills
- Exceptional written and verbal communication skills.
- Strong facilitation, stakeholder management, and influencing abilities.
- Ability to independently develop complete recommendations from a business problem or objective.
- Ability to translate analysis into practical and actionable solutions.
- Ability to simplify complex concepts into clear, consumable outputs.
- Ability to establish governance, ownership models, and operational processes.
- Ability to operate with minimal direction and proactively identify solutions.
- Strong organizational skills, accountability, and follow-through.
Preferred Qualifications
- ServiceNow Administration Fundamentals (SNAF).
- ServiceNow Certified System Administrator (CSA).
- Experience with ServiceNow ITSM, CMDB, ITAM, Service Catalog, Reporting, and Governance.
The pay range that the employer reasonably expects to pay for this position is between CA$95.00 and CA$100.00
Our voluntary benefits offering includes medical, dental, vision and retirement benefits.
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Tundra Technical Solutions is a global workforce and technology delivery firm, ranked by Staffing Industry Analysts as one of the largest in North America. At Tundra, we aren't just hiring top talent at the world's most recognizable brands; we are pioneers of social recruitment. We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other legally protected characteristics. We welcome and encourage diversity in the workplace.
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