ITSM Business Architect

Strategize it Inc.

Contract ITSM Business Architect supporting process design and implementation activities across ITSM landscape for large client. Responsibilities include facilitating stakeholder engagement and governance meetings.

Posted 7/25/2026contractWinnipeg • 🇨🇦 CanadaSeniorLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive expertise in IT Service Management (ITSM) processes, including Incident, Change, Problem, and Asset Management, with a strong 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.

Highest-signal resume keywords

ITSM Process DesignServiceNow ExperienceITIL Foundation CertificationGovernance Model DevelopmentStakeholder Engagement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ManagementChange ManagementProblem ManagementKnowledge ManagementCMDB ManagementIT Asset ManagementProcess ImprovementOperational ExcellenceGovernance DocumentationBusiness Process Development

Soft Skills

FacilitationCollaborationCommunicationLeadershipStakeholder Management

Tools & Technologies

ServiceNowITSM Platforms

Certifications & Qualifications

ITIL Foundation Certification

Industry Keywords

ITSMBusiness ArchitectureService Management MaturityContinuous ImprovementGovernance

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

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

What you’ll need

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.

Benefits

Comp & perks

Must have Windows based computer with standard Windows applications
Computer must be configured for MS Teams meetings and capable of connecting to MBLL’s Microsoft environment and applications such as SharePoint, Teams and OneDrive.
Must have licenses for all software products required to perform the above responsibilities.
Must possess own communication device.
Must have licensed Visio software.