Diaconia · 3 hours ago
Solutions Architect (SME)
Colorado Springs,CO,US
Full-time
Onsite
Senior Level
5+ years expDiaconia is looking for a talented ITSM Solutions Architect (SME) to join their amazing team. The role involves designing, implementing, and managing IT Service Management (ITSM) solutions for a large program supporting the Drug Enforcement Administration, while collaborating with various stakeholders to enhance service delivery and optimize ITSM processes.
ArchitectureArtificial Intelligence (AI)Cloud ComputingCyber SecurityInformation Technology
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Collaborates with stakeholders to understand business needs and translate them into comprehensive ITSM solutions
Designs and architects ITSM solutions that align with industry best practices and organizational requirements
Assesses and evaluates ITSM integration with other tools, systems and applications that enhance service delivery
Conducts thorough requirements gathering sessions with stakeholders to identify pain points, operational challenges, and desired outcomes
Translates requirements into functional specifications and/or stories for ITSM/ServiceNow developers backlog or other technical team activities
Leads the implementation of ITSM solutions for the program (collaborating with development team), including configuring and customizing software applications, defining service catalogs, developing automation workflows, and integrating systems
Collaborates with internal program IT teams, Government customer, and external vendors as required
Analyzes existing ITSM processes and identify areas for improvement, efficiency gains, and automation opportunities
Proposes and implements process enhancements to optimize service delivery and enhance customer satisfaction
Engages with various stakeholders, including program IT teams and Government customer to gather feedback, address concerns, and ensure alignment between ITSM initiatives and organizational objectives
Acts as a trusted advisor and provide guidance on ITSM best practices
Conducts research and stays up to date with emerging trends and advancements in ITSM tools and practices
Develops comprehensive documentation, including process documents, workflows, services definitions, technical specifications, user guides, and training materials
Conducts adhoc training and works with training team to develop training sessions and workshops to educate end-users and IT teams on ITSM processes, tools, and functionalities
Establishes performance metrics and key performance indicators (KPIs) to measure the effectiveness of ITSM solutions
Monitors system performance, generates reports, and provides insights to stakeholders for continuous improvement
Ensures ITSM solutions comply with industry standards, security protocols, and regulatory requirements
Collaborates with security teams to implement appropriate security measures and controls
Qualification
Required
Active Secret DoD Clearance Required - NO EXCEPTIONS!
Proven experience as an ITSM Solutions Architect, IT Operations Manager, or a similar role
In-depth knowledge of ITSM frameworks, methodologies, and best practices (e.g., ITIL)
Strong understanding of ITSM tools and technologies, specifically ServiceNow
Proficiency in, or understanding of, system integration and automation using APIs, scripting languages, or workflow engines
Experience in developing and implementing ITIL processes
Experience in defining business and IT services
Visionary and thought leader that leads organization towards continued excellence
Excellent analytical and problem-solving skills with the ability to design innovative solutions
Strong communication and interpersonal skills to collaborate effectively with stakeholders at all levels
Project management experience, including the ability to lead and deliver projects within scope, budget, and timelines
Familiarity with IT security principles, compliance standards, and data privacy regulations
Technical support or engineering background a plus
Bachelor's degree in Business, Engineering, Computer Science, Information Systems, or Social Science and at least five (5) years of progressive experience in managing or driving transformation in Enterprise IT operations and delivery support under an ITIL framework
ITIL Foundations Certification v4
ITIL Expert v3 or ITIL v4 Managing Professional
Preferred
Agile
DevSecOps
Technical cert(s)
Company
Diaconia
Diaconia is an IT company that provides cloud computing, cyber solution, digital customer experience, and data intelligence services.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Praveen Singalla
Chief Executive Officer
Recent News
2025-09-10
Company data provided by crunchbase