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Київстар · 1 month ago

ITSM Solution Architect & Lead Engineer

United States

Full-time

Remote

Mid, Senior Level

3+ years exp

Kyivstar.Tech is a Ukrainian hybrid IT company and a subsidiary of Kyivstar, one of Ukraine's largest telecom operators. They are seeking a highly skilled ITSM Solution Architect with strong hands-on experience in Ivanti ITSM platforms to design enterprise-level ITSM architecture and guide delivery while contributing to complex configurations and integrations.

Telecommunications

Comp. & Benefits

Responsibilities

Design and define the overall architecture of the Ivanti ITSM solution in alignment with Kyivstar’s business processes and ITIL best practices

Develop the target ITSM architecture, including integrations with CMDB, ITAM, AD, monitoring, and the Service Portal

Establish architectural principles, data models, and configuration standards for ITSM processes (Incident, Problem, Change, Request, Knowledge, Configuration, etc.)

Design and implement non-standard or custom ITSM processes where standard ITIL flows do not fully meet business requirements

Prepare high-level design documents, architecture diagrams, and technical documentation

Provide expert guidance to the implementation team and customer stakeholders

Collaborate with the Ivanti vendor, suppliers, and internal teams to resolve complex architectural or integration issues

Configure and customize the Ivanti ITSM platform according to the approved design and business requirements

Develop and modify workflows, forms, business rules, SLAs, notifications, and RBAC models

Build and maintain integrations with external systems (REST API, web services, message queues, database connectors, etc.)

Support data migration processes (users, tickets, CMDB records, etc.)

Conduct unit testing and document developed functionality

Provide technical leadership to team members

Qualification

Ivanti ITSMITIL v3/v4System integrationsJavaScriptSQLArchitecture documentationCMDB designHTML/CSSVersion control (Git)Stakeholder managementITIL CertificationEnglish - Upper IntermediateCommunicationLeadership skills

Required

3+ years of experience designing or implementing enterprise ITSM solutions based on Ivanti, ServiceNow, BMC Helix/Remedy, Cherwell, or Jira Service Management

Deep understanding of the ITIL v3/v4 framework and its practical application

Proven ability to design custom or hybrid ITSM workflows that combine ITIL practices with specific organizational needs

Hands-on experience with JavaScript, SQL, HTML/CSS, REST API

Strong knowledge of CMDB design, service modeling, and workflow automation

Ability to create workflow scripts, business rules, and UI customizations

Experience with system integrations (REST API, web services, message queues)

Ability to produce clear and structured architecture documentation and diagrams (Visio, Draw.io, Enterprise Architect)

Familiarity with version control tools (Git)

Strong communication, stakeholder-management, and leadership skills

English – Upper Intermediate or higher (for documentation and vendor interaction)

Mandatory Certification - ITIL v3 or v4 Foundation (or higher)

Preferred

Experience with Ivanti Neurons for ITSM or Ivanti Service Manager

Ivanti Certified Professional or equivalent certification

Experience in large-scale ITSM implementation projects

Benefits

Performance bonuses.

Health and life insurance.

Wellbeing program and corporate psychologist.

Reimbursement of expenses for Kyivstar mobile communication

Company

Київстар

Київстар – найбільший український оператор електронних комунікацій, що станом на березень 2023 року обслуговував 24,3 млн абонентів мобільного зв’язку та понад 1,1 млн абонентів «Домашнього інтернету».

Founded in 1994

Kyiv, Kyyiv, UKR

1001-5000 employees