ITSM - ZenDesk Enterprise Architect

Indeed Resume

Role: ITSM - ZenDesk Enterprise Architect,

Location : Bloomington, MN , Kissimmee, FL

Long term contract

Key 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.