Zen Desk SME/ ZenDesk Architect - ITSM Implementation

Haramain Systems•Eden Prairie, MN

About The Position

We are seeking a ZenDesk Enterprise Architect with proven expertise in designing, building, and optimizing enterprise-level IT Service Management (ITSM) solutions. This is a hands-on, high-impact role for a seasoned professional who thrives as a “one-person wrecking crew”—capable of leading architecture, implementation, and integration efforts independently.

Requirements

Enterprise-level ZenDesk implementation experience (must-have).
Strong background in ITSM frameworks (ITIL v3/v4 preferred).
Hands-on experience with CMDB design and integration .
Familiarity with Device42 or comparable tools for asset discovery and management.
Ability to work autonomously, driving projects from concept to completion.
Excellent communication and documentation skills for technical and non-technical audiences.

Responsibilities

Architect & Implement ITSM Solutions
Lead the design, buildout, and enhancement of ZenDesk at an enterprise scale.
Define ITSM workflows, automation, and service catalogs aligned with organizational needs.
CMDB Integration
Incorporate and manage a Configuration Management Database (CMDB) within ZenDesk.
Ensure accurate asset and configuration tracking across IT infrastructure.
Tool Integration & Optimization
Integrate ZenDesk with Device42 or similar asset management/discovery tools.
Streamline processes for incident, problem, change, and asset management.
Enterprise SME Leadership
Serve as the Subject Matter Expert (SME) for ZenDesk enterprise implementations.
Provide guidance on best practices, scalability, and long-term sustainability.
End-to-End Ownership Operate independently to deliver architecture, configuration, testing, and deployment.
Partner with stakeholders to gather requirements and translate them into technical solutions.