ITSM Business Architect

Job in Winnipeg, Manitoba, A3C, Canada

Listing for: Jobtailor

Full Time position
Listed on 2026-08-16

Job specializations:

IT/Tech
IT Business Analyst, Change Management, IT Consultant, Systems Analyst

Salary/Wage Range or Industry Benchmark: 120000 - 170000 CAD Yearly CAD 120000.00 170000.00 YEAR

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 Service Now-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

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 Service Now, or similar ITSM platforms.

Core Competencies

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 Service Now-aligned solutions while facilitating stakeholder engagement and driving operational excellence.

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