ITSM Architect

Virginia Commonwealth University • Richmond, VA

2d • Remote

About The Position

The ITSM Architect plays a critical role in designing, enhancing, and supporting
VCU Technology Services IT Service Management (ITSM) platform and related
business objects. This position partners closely with ITSM leadership, TS, and
technical teams to ensure that service management processes, workflows, and
knowledge solutions are optimized, scalable, and aligned with organizational
goals. The ITSM Architect also provides backup support across multiple ITSM
functions and contributes to continuous improvement initiatives.

Requirements

• Experience with ITSM/ESM platforms (e.g., Ivanti Neurons, TeamDynamix, ServiceNow, Cherwell, Remedy, or similar).
• Experience designing or configuring business objects, workflows, forms, and automation.
• Ability to document processes and translate business requirements into technical solutions.
• Strong analytical and problem‑solving skills.
• Excellent communication and collaboration abilities to facilitate discussions between both IT Analysts and End Users.
• Experience managing Knowledge Management Solutions
• Demonstrated ability to work in and foster an environment of respect, professionalism and civility with a population of faculty, staff, and students from all backgrounds and experiences, or a commitment to do so as a staff member at VCU.

Nice To Haves

• Experience developing workflows within an ITSM/ESM solution
• Experience with API integrations and data import workflows.
• Knowledge‑Centered Service (KCS) certification.
• Strong understanding of ITIL/ITSM processes including Incident, Request, Change, Knowledge, and CMDB.
• ITIL/ITSM certification(s).
• DevOPs and/or BRMP certification.

Responsibilities

• ITSM Platform Architecture & Support
• Serve as backup architect for the HR Case and HR Knowledge business objects, including handling incoming incidents and requests related to HR Case functionality.
• Provide backup architectural support for Incident and Service Request business objects, including triaging and resolving incoming ITSMO tickets.
• Develop new service request offerings and enhance existing offerings based on stakeholder needs and process improvements.
• Knowledge Management & KCS
• Manage and enhance the existing Knowledge Management and KCS (Knowledge‑Centered Service) integrations in collaboration with ITSMO Leadership.
• Build out new functionality within the Knowledge Management solution to improve usability, searchability, and adoption.
• Support ongoing improvements to the knowledge ecosystem to better serve technicians and end users.
• CMDB & Customer Data Integrations
• Provide backup support for the CMDB, collaborating with the primary CMDB owner to maintain data integrity and alignment with ITSM processes.
• Manage issues related to the Customer Import process, including troubleshooting, mitigation, and coordination with technical teams.
• Support the migration and maintenance of customer import workflows, including API‑driven integrations.
• Process Documentation & Workflow Design
• Document end‑user and technician workflows, system designs, and process configurations for all assigned business objects.
• Collaborate with ITSMO team members to ensure documentation is accurate, accessible, and aligned with ITSM standards and governance.
• Change Management
• Partner with ITSM leadership to support and improve the Change Management process.
• Monitor change records to ensure they progress appropriately through the workflow, addressing stuck or aging changes as needed.
• Submit change requests for system updates, maintenance activities, and platform enhancements, including required communications.
• Operational Support & Fulfillment
• Support incoming Service Request Fulfillment and Incident Management tasks as part of regular ITSMO operations.
• Provide backup support for the IT and HR End User Portals, ensuring consistent user experience and functionality.

Benefits

• All full-time university staff are eligible for VCU’s robust benefits [https://hr.vcu.edu/benefits/] package that includes comprehensive health benefits, paid annual and holiday leave, generous tuition benefits, retirement planning and savings options, tax-deferred annuity and cash match programs, employee discounts, well-being resources, abundant opportunities for career development and advancement, and more.
• VCU will include a veteran's period(s) of military service in the calculation of their annual leave accrual rate.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1-10 employees