Specialist Projects & Processes, AMS - Application Management Services (AMS)
Overview We are seeking a highly skilled and experienced Solution Architect with a focus on Support Processes within our Application Management Services (AMS) environment.
The ideal candidate will be responsible for designing, optimizing, and overseeing the architectural landscape of our support processes, ensuring seamless integration, efficiency, and scalability of our AMS solutions. This role requires a deep understanding of IT service management (ITSM) best practices, strong analytical abilities, and the capacity to translate business requirements into robust technical solutions.
Key Responsibilities
● Architectural Design & Strategy:
○ Lead the design and evolution of architectural solutions for support processes within the AMS framework, including incident management, problem management, change management, request fulfillment, and knowledge management.
○ Develop and maintain architectural blueprints, standards, and guidelines for AMS support solutions.
○ Evaluate emerging technologies and industry trends to identify opportunities for process improvement and innovation.
● Process Optimization & Improvement:
○ Analyze existing support processes, identify bottlenecks, inefficiencies, and areas for automation and improvement.
○ Collaborate with process owners and operational teams to define target states and design optimized workflows.
○ Ensure that architectural designs align with ITIL principles and other relevant ITSM frameworks.
● Technical Leadership & Guidance:
○ Provide technical leadership and guidance to development, operations, and support teams during the implementation and ongoing management of AMS support solutions.
○ Act as a subject matter expert for support process architecture, advising on complex technical issues and architectural decisions.
● Stakeholder Collaboration:
○ Work closely with business stakeholders to understand their needs and translate them into functional and non-functional requirements for support processes.
○ Liaise with external vendors and partners to integrate third-party solutions and technologies into the AMS support ecosystem.
○ Communicate complex technical concepts to non-technical audiences effectively.
● Documentation & Governance:
○ Create and maintain comprehensive documentation for architectural designs, process flows, and technical specifications.
○ Participate in governance processes to ensure adherence to architectural standards and best practices.
Qualifications
● Education: Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field. Master's degree preferred.
● Experience:
○ Minimum of 7-10 years of experience in IT architecture, with at least 3-5 years specifically focused on solution architecture for support processes within an AMS or IT Service Management context.
○ Proven track record of designing and implementing scalable and efficient support solutions. ○ Experience with ITSM platforms (Jira Service Management) and their architectural considerations.
● Technical Skills:
○ Deep understanding of ITIL framework and certifications (ITIL Foundation, Practitioner, or Expert preferred).
○ Strong knowledge of various support process areas (Incident, Problem, Change, Request, Knowledge).
○ Familiarity with automation tools and technologies relevant to IT operations and support.
● Soft Skills:
○ Excellent analytical and problem-solving skills.
○ Strong communication and interpersonal skills, with the ability to influence and collaborate effectively across all levels of the organization.
○ Ability to work independently and manage multiple priorities in a fast-paced environment.
○ Strong leadership and mentoring capabilities.
