Senior Solution Architect / ITSM Engineer

Job Description

Netstratum is seeking a highly experienced ITSM professional with deep expertise to lead the design, configuration, and implementation of our service management platform. This role will play a critical part in replacing our existing system, Cherwell Service Management, and ensuring a smooth migration while optimizing workflows and service delivery. This is not a support/admin role—we are looking for someone who can architect, implement, and transform ITSM processes at scale.

Key Responsibilities

• Platform Implementation & Architecture: Platform Implementation & Architecture, lead end-to-end implementation and optimization of ITSM platforms, design scalable ITSM workflows aligned with ITIL best practices, configure advanced automation using workflows, business rules, and triggers, and build and optimize service catalogs and self-service portals
• CMDB & Asset Management: Design and implement CMDB structure (CI classes, relationships), manage asset lifecycle and integrations with discovery tools, establish data governance and maintenance processes.
• Integrations & Automation: Integrate ITSM with third-party systems (e.g., identity providers, monitoring tools), utilize APIs, webhooks, and automation for system interoperability, develop custom solutions where needed (light scripting/logic)
• Stakeholder Collaboration: Work with IT, operations, and business teams to define requirements, translate business needs into technical workflows, provide guidance on ITSM best practices and platform capabilities

Required Qualifications

• 5+ years of hands-on experience with ITSM platforms
Strong experience with ITSM migrations (Cherwell
• Freshservice highly preferred)
• Deep expertise in Workflow automation, Business rules & triggers, SLA and approval configurations and Service catalog design
• Experience designing and managing CMDB and asset management systems
• Familiarity with REST APIs, integrations, and automation tools

Preferred Qualifications

• ITIL certification (Foundation or higher)
• Experience with other ITSM platforms (e.g., ServiceNow, Jira Service Management)
• Basic scripting knowledge (JavaScript or similar)
• Experience leading ITSM transformation projects

What Success Looks Like

• Highly automated, scalable workflows
• Clean, well-structured CMDB
• Improved service delivery and user experience