ITSM ARCHITECT

Travelport•City of Mexico, MO

8h•Remote

About The Position

Travelport is seeking an ITSM Architect to join their team. This role will be instrumental in shaping how Travelport designs and operates its technology services. The ideal candidate will combine ITSM best practices, ServiceNow capabilities, and the practical needs of technology teams to create processes and solutions that are easier to operate, automate, measure, and improve. This position is based in Guadalajara/Remote Mexico.

Requirements

10+ years of IT service management experience, including enterprise process or solution design.
Deep ITIL knowledge, with ITIL 4 certification strongly preferred and a practical approach to applying the framework.
Strong ServiceNow ITSM design experience across Incident, Change, Problem, Knowledge, Service Catalog, workflows, Flow Designer, reporting, and integrations; CSA/CIS certifications are a plus.
Strong communication and stakeholder-management skills, with the ability to turn complex operational needs into clear, scalable solutions.

Nice To Haves

ITIL 4 certification strongly preferred
CSA/CIS certifications are a plus

Responsibilities

Design and evolve ITSM processes and ServiceNow solutions that improve how Travelport plans, delivers, supports, and measures technology services.
Translate business and operational needs into practical ServiceNow designs, including workflows, automation, reporting, integrations, and supporting data structures.
Partner with ITSM practice owners, SRE, engineering, architecture, and service teams to align process design with operational needs and governance.
Identify opportunities to connect ITSM practices, reduce manual effort, improve service visibility, and strengthen operational resilience through automation and better use of data.
Guide solution decisions from concept through implementation, balancing standard ServiceNow capabilities with targeted configuration and sustainable long-term design.