ITSM & Integration Architect

• Review and validate ITSM configurations across enterprise platforms such as ServiceNow and BMC Remedy and other ITSM platforms, including workflows, business rules, SLAs, reporting and integrations.
• Assess integration architectures covering APIs, middleware, data mapping, transformation and orchestration, ensuring solutions are robust, scalable and supportable.
• Validate data quality, migration readiness, environments and tooling; identify technical gaps, risks and dependencies, and drive remediation.
• Validate configuration data and service relationships, ensuring alignment with the agreed configuration management model and consistency across source and target systems.
• Assess non-functional requirements, including performance, availability, scalability, resilience and recoverability.
• Troubleshoot complex technical issues and recommend improvements to solution quality and maintainability.

• Ensure ITSM configurations and integration components are built, tested and documented against approved designs and DXC standards.
• Review test results and evidence, ensuring defects are resolved or formally managed before transition acceptance.
• Assess integration security, including authentication, authorisation, certificates and secure data exchange, in line with applicable security requirements.
• Validate data migration and reconciliation outcomes to ensure data integrity and consistency between source and target systems.
• Maintain accurate, version-controlled technical artefacts and configuration records within a controlled repository, ensuring traceability, compliance and audit readiness.
• Validate release and environment management arrangements, ensuring controlled configuration changes and deployments across relevant environments.

• Act as the technical authority for ITSM and integration decisions, resolving ambiguities and coordinating issue resolution across workstreams.
• Collaborate with customers, architects, subject matter experts and delivery teams to manage dependencies, address risks and maintain technical alignment.
• Support transition governance, quality gates, exit criteria and account take-on, including WITO scenarios.
• Brief technical teams on transition protocols and standards, provide technical assurance and support transition sign-off.
• Ensure integrations are operationally supportable, with appropriate monitoring, alerting, logging, error handling and failure recovery mechanisms.
• Ensure operational handover includes complete documentation, known issues, outstanding risks, support ownership and guidance.
• Capture lessons learned and drive continuous improvement in technical standards, integration design and transition delivery.

• ITSM Platform Expertise: Hands-on experience with enterprise ITSM platforms, such as ServiceNow or BMC Remedy, including platform configuration and integrations.
• Integration Architecture & Data Quality: Strong understanding of integration patterns, APIs, middleware, data mapping, transformation, orchestration and data migration readiness.
• Technical Assurance & Troubleshooting: Experience reviewing solution designs, validating configurations and environments, assessing non-functional requirements and resolving complex technical issues.
• Transition & Transformation: Experience in large-scale ITSM transition or transformation programmes. WITO or comparable account take-on experience is advantageous.
• Configuration & Technical Governance: Understanding of configuration management, service relationships, data reconciliation, technical documentation, controlled repositories, traceability and audit requirements.
• Security & Operational Readiness: Understanding of secure integration design, access controls, monitoring, logging, error handling and operational support requirements.
• Stakeholder Management: Strong analytical, communication and collaboration skills, with experience managing technical dependencies across teams and suppliers.

• Certifications: ITIL 4 Foundation or higher; relevant ITSM platform certifications or equivalent qualifications.
• ITIL 4 Practices: Understanding of Service Configuration Management, Change Enablement, Knowledge Management and Service Transition.
• High-Security Environments: Experience in defence, high-security or regulated environments.
• Integration Technologies: Experience with middleware and integration platforms such as MuleSoft, Dell Boomi, Microsoft Azure Integration Services or equivalent.
• Data Migration & Automation: Experience with extraction, transformation and loading (ETL), data cleansing, reconciliation, automated testing, continuous integration and continuous delivery (CI/CD), or infrastructure-as-code.
• Operational & Release Management: Experience with integration monitoring, service mapping, discovery, controlled deployments and environment management.
• Programme Governance: Experience with technical design authorities, quality gate reviews, structured programme governance and multi-vendor service delivery.

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