IT Solution Lead

Position Summary

The Solution Lead is responsible for leading work within or across end‑to‑end solution lifecycle. They are also responsible for maintaining service mapping, CMDB integrity, and workflow governance, as well as managing HAM and SAM workflows. They hold accountability for meeting business needs, supporting business strategy, and ensuring IT solutions have sound operation. They provide in‑depth knowledge of the business needs, business processes, and corresponding solutions.

They provide technical guidance in partnership with cross‑organizational team members to ensure solutions align with architecture and IT strategy. They are a key contact to business, customer and stakeholder groups for their respective domain, helping ensure business needs and corresponding value and risk are well represented.

• Relationship Management:
  Partner with business areas, customers and other stakeholders to understand business needs and opportunities. Represent business partners/stakeholders in input to strategic planning and investment prioritization. Establish and maintain collaborative partnership with internal partners. Provide coaching and direction to less experienced team members.
• Solution Delivery:
  Participate in Demand Management preparation, lead and support delivery lifecycle activities, and ensure solutions are designed for great user experience and operational performance. Facilitate delivery meetings and ceremonies. Lead analysis and design. Provide needed plans, demo's, artifacts, and procedural documentation.
• Operations Management:
  Ensure solutions are designed for stable operation. Review solution performance, and continually assess health of systems and processes, driving action to avoid service disruption and minimize impacts. Drive alignment with stakeholders on maintenance activities and schedules.
• Subject Matter Expertise:
  Stay abreast of industry and technology trends to continuously improve solution delivery practices and customer satisfaction.

• Bachelor's degree in Technology, Science, Business or related field, or 4 years of experience equivalent to the position.
• Seven years of related functional experience.
• Experience with Project or Product delivery practices, including SDLC, Agile, and Waterfall.
• Demonstrated ability to recommend innovative solutions to meet business needs.
• Ability to drive continuous improvement through lean and agile practices.
• Demonstrated in depth knowledge of end‑to‑end process and system capabilities, as well as industry standards and emerging technologies and methods.
• Strong understand of technical, functional, and operational details of respective solutions.
• Strong problem solving and analytical skills.
• Demonstrated ability to build functional and technical subject matter expertise, process and tools expertise, and drive consistency in processes.
• In-depth knowledge or the ability to quickly attain expertise on core IT components within the respective domain.
• Excellent communication skills, effective with varying organizational levels and skill set, and able to translate between technical and non‑technical concepts.
• Excellent Relationship Management and collaboration skills, with a track record of working as one team cross‑organizationally to drive innovation and business results.

• Experience with Service Now CMDB.
• Experience with Service Now IT Asset Management (ITAM) including, SAM Pro, HAM and Contract Modules).
• Discovery, service mapping, and data reconciliation experience.
• Ability to translate business and compliance requirements into Service Now configuration and governance.
• Experience supporting audit readiness, compliance, and reporting for software and hardware assets.
• Proven ability to work cross-functionally with infrastructure, endpoint, security, finance, and service teams.
• Experience integrating endpoint or discovery tools (e.g., Intune, JAMF, Microsoft Configuration Manager, Nexthink) with Service Now.
• Familiarity with software license models, publisher rules, and entitlement metrics.
• Experience supporting enterprise audits or regulatory environments.
• Background in process improvement,…