ITIL Architect

Position Overview: We are seeking a strategic and hands-on ITIL Architect with deep expertise in Incident Management and Problem Management to lead the transformation of these core ITIL processes into a modern, digital-first experience. This role is ideal for someone who thrives in driving operational excellence, automation, and user-centric service delivery in complex enterprise environments.

Key Responsibilities:
? Lead the modernization of Incident and Problem Management processes aligned with ITIL best practices through Gap Analysis, experience design, and technical capability recommendations.
? Architect and support the development of an implementation roadmap to deliver a digital-first strategy for ITSM workflows, leveraging automation, AI/ML, and self-service capabilities.
? Collaborate with cross-functional teams to ensure seamless integration of ITIL processes with enterprise platforms (e.g., ServiceNow, Jira, etc.) Support Epic, Feature, and Story development to prioritize, develop, and deliver on the modernization of Incident and Problem processes into digital-first experiences.
? Define KPIs and reporting frameworks to measure process effectiveness, drive accountability, and capture key experience outcomes.
? Act as a change agent, promoting ITIL maturity and process adoption across the organization.
? Provide thought leadership and mentorship to IT operations and support teams.

Required Qualifications:
? Proven experience leading and transforming Incident and Problem Management processes in large-scale IT environments.
? Strong understanding of ITIL v4 principles and certification (Foundation required; Intermediate or Expert preferred).
? Demonstrated success in implementing digital-first ITSM solutions, including automation, chatbots, and self-service portals.
? Experience with ITSM platforms such as ServiceNow, BMC Remedy, or similar.
? Experience working in Product Operating Model.
? Excellent communication, stakeholder management, and leadership skills.


Benefits:

York Solutions Offers a generous benefits package for eligible full-time employees:

• BCBS Medical with 3 Plans to choose from (PPO and High deductible PPO plans with Health Savings Program)
  
• Delta Dental plan with 2 free cleanings and insurance discounts
  
• Eye Med Vision with annual check-ups and discounts on lens
  
• Life and Accidental Death Insurance paid by company
  
• John Hancock 401(k) Retirement Plan with discretionary company match
  
• Voluntary Insurance programs such as: Hospital Indemnity, Identity Protection, Legal Insurance, Long Term Care, and Pet Insurance.
  
• Flexible work environment with some remote working opportunities
  
• Strong fun and teamwork environment
  
• Learning, development, and career growth