ITSM Architect , ZenDesk Enterprise : W2 Role
HARAMAIN SYSTEMS INC., Kissimmee, FL, United States
Overview
Role: ITSM Architect, ZenDesk Enterprise W2 Role
Location: Bloomington, MN, Kissimmee, FL
Long term contract
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.
Required Qualifications
- 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.