IT Service Management Architect

Position Description:

• This position will act is the primary point of contact for all facets of IT Service Management (ITSM) by providing technical leadership, direction and strategy to the senior leaders in Global IT Services as well as Peabody business leaders. Additionally, he or she will coordinate with internal and external resources required to meet project objectives, and will support all business development activities surrounding ITSM.

Principal Accountabilities:

• Responsible for gathering and assessing Peabody’s business and technical needs through customer interaction to develop an accurate understanding of business requirements.
• Lead/direct as well as perform project steps and technical hands-on tasks within a team environment with employees, consultants and third party providers.
• Exercises significant independent judgment while working through both an architectural approach and detailed project plan steps.
• Applies advance subject matter knowledge to complex business issues and is regarded as a subject matter expert.
• Produce and update project related documentation – problem statement docs, technical details for self-service automation, and business process flows.
• Provides recommendations surrounding process improvements and policies; and frequently represents the department to other IT organizations

Requirements:

• Bachelor’s Degree in computer related field with 5 to 7 years’ experience
• Experience in architecting solutions based on ITIL standards (knowledge of Service Now a plus)
• Experience in the usage and incorporation of monitoring tools (i.e. Tivoli) in to service center offerings
• Experience in leading or supporting business development activities from medium to large opportunities
• Deep expertise with IT architectural, development and operational methodologies
• Proven ability to exercise independent judgment, effectively prioritize, and execute tasks while under pressure.
• Excellent listening, speaking, and writing skills
• Strong teamwork and interpersonal skills and qualities required to establish good customer, vendor, and IT staff relationships
• ITIL v3 Foundations Certification desired