ITSM Solutions Architect

Trundl is a Platinum Enterprise Atlassian Solution Partner with offices in the US, Canada, and India. Atlassian Partners provide strategic consulting and hands-on support to Atlassian’s 280,000 worldwide customers. We serve a wide range of companies, and Atlassian use cases.

Our mission is to assist and inspire all teams to use collaboration technology to innovate, create, and scale.

We are a Team that value Teamwork & Accountability. We are Empowering, Trustworthy, Attentive, Welcoming and Knowledgeable. We keep our core values on top of mind in our day-to-day operations and professional relationships.

• Advise customers on the drivers for executing organizational change as well as adopting technologies.
• Advise customers on the adoption of agile methods of delivery and the impact on IT operations.
• Develop close working relationships with key stakeholders in our client’s organisation, becoming a trusted advisor to our customers.
• Lead, own, and support the pre-sales of digital and technology transformation solutions and services, including responses to large-scale and complex customer opportunities.

Skills

• You will have great communication and presentation skills and be able to articulate complex ideas and solutions to stakeholders at all levels.
• Extensive experience in IT consultancy, stakeholder management, and thought leadership.
• The ability to interpret customers’ business and technical requirements into IT services and solutions is essential.
• Excellent English communication skills, both written and verbal; a second major European language is a significant advantage.
• Enable client business outcomes through the delivery of change such as cost reduction, operational effectiveness, and embedding change and cultural adoption.
• The consultant will also support the development and extension of the Service Management practice and be keen to self-develop through training, attending workshops, and networking events.
• Supporting clients in the adoption of Service, Change, Incident, Problem & Asset Management, Artificial Intelligence (AI), and Automation to ensure IT service excellence is delivered.
• The role (which does not require experience in specific technologies, but a keen technical propensity for Service Management and a Consultancy background) will involve working on project-based engagements with clients.
• A proven background in implementing Target Operating Model (TOM) work.
• Capability maturity assessment and road mapping.
• ITIL Certification is preferable.
• Service Assurance
• Strong Knowledge of Cloud Services (AWS, Azure, GCP)
• Automation experience
• Service Definition
• ITSM Tooling Implementation (Jira Service Management, ServiceNow, BMC, etc)

Strategy

• Use strong business analytical skills to synthesise client issues into key challenges which need addressing.
• Have exceptional communication and presentation skills covering both technical and business concepts.
• Provide capabilities for assessing and selecting commercial off-the-shelf service management tools and products.
• Create a roadmap for Service Maturity, Transformation, and Improvement while bringing the client along the journey.

Design

• Draw on strong stakeholder management and communication skills to gather requirements and to provide guidance on how to design and develop service management as a strategic asset.
• Help with the design of a Service Catalogue to enable IT to communicate effectively with the Business Consult on, Design, and Lead ITSM and SIAM frameworks working closely with tooling Architects.
• Process design, workflow simulation, performance improvements and helping to define key roles and responsibilities as part of (cloud) target operating model design.
• Create a roadmap for Service Maturity, Transformation, and Improvement while bringing the client along the journey.
• Lead and participate in solution delivery following common methodologies including Agile, waterfall, Dev/Ops, Jira Service Management/ServiceNow tooling.