Key Responsibilities
Architecture & Technical Assurance
Review and validate ITSM configurations across enterprise platforms such as ServiceNow and BMC Remedy and other ITSM platforms, including workflows, business rules, SLAs, reporting and integrations.
Assess integration architectures covering APIs, middleware, data mapping, transformation and orchestration, ensuring solutions are robust, scalable and supportable.
Validate data quality, migration readiness, environments and tooling; identify technical gaps, risks and dependencies, and drive remediation.
Validate configuration data and service relationships, ensuring alignment with the agreed configuration management model and consistency across source and target systems.
Assess non-functional requirements, including performance, availability, scalability, resilience and recoverability.
Troubleshoot complex technical issues and recommend improvements to solution quality and maintainability.
Configuration, Testing & Technical Governance
Ensure ITSM configurations and integration components are built, tested and documented against approved designs and DXC standards.
Review test results and evidence, ensuring defects are resolved or formally managed before transition acceptance.
Assess integration security, including authentication, authorisation, certificates and secure data exchange, in line with applicable security requirements.
Validate data migration and reconciliation outcomes to ensure data integrity and consistency between source and target systems.
Maintain accurate, version-controlled technical artefacts and configuration records within a controlled repository, ensuring traceability, compliance and audit readiness.
Validate release and environment management arrangements, ensuring controlled configuration changes and deployments across relevant environments.
Transition & Operational Readiness
Act as the technical authority for ITSM and integration decisions, resolving ambiguities and coordinating issue resolution across workstreams.
Collaborate with customers, architects, subject matter experts and delivery teams to manage dependencies, address risks and maintain technical alignment.
Support transition governance, quality gates, exit criteria and account take-on, including WITO scenarios.
Brief technical teams on transition protocols and standards, provide technical assurance and support transition sign-off.
Ensure integrations are operationally supportable, with appropriate monitoring, alerting, logging, error handling and failure recovery mechanisms.
Ensure operational handover includes complete documentation, known issues, outstanding risks, support ownership and guidance.
Capture lessons learned and drive continuous improvement in technical standards, integration design and transition delivery.
What you'll bring
ITSM Platform Expertise: Hands-on experience with enterprise ITSM platforms, such as ServiceNow or BMC Remedy, including platform configuration and integrations.
Integration Architecture & Data Quality: Strong understanding of integration patterns, APIs, middleware, data mapping, transformation, orchestration and data migration readiness.
Technical Assurance & Troubleshooting: Experience reviewing solution designs, validating configurations and environments, assessing non-functional requirements and resolving complex technical issues.
Transition & Transformation: Experience in large-scale ITSM transition or transformation programmes. WITO or comparable account take-on experience is advantageous.
Configuration & Technical Governance: Understanding of configuration management, service relationships, data reconciliation, technical documentation, controlled repositories, traceability and audit requirements.
Security & Operational Readiness: Understanding of secure integration design, access controls, monitoring, logging, error handling and operational support requirements.
Stakeholder Management: Strong analytical, communication and collaboration skills, with experience managing technical dependencies across teams and suppliers.
Desirable
Certifications: ITIL 4 Foundation or higher; relevant ITSM platform certifications or equivalent qualifications.
ITIL 4 Practices: Understanding of Service Configuration Management, Change Enablement, Knowledge Management and Service Transition.
High-Security Environments: Experience in defence, high-security or regulated environments.
Integration Technologies: Experience with middleware and integration platforms such as MuleSoft, Dell Boomi, Microsoft Azure Integration Services or equivalent.
Data Migration & Automation: Experience with extraction, transformation and loading (ETL), data cleansing, reconciliation, automated testing, continuous integration and continuous delivery (CI/CD), or infrastructure-as-code.
Operational & Release Management: Experience with integration monitoring, service mapping, discovery, controlled deployments and environment management.
Programme Governance: Experience with technical design authorities, quality gate reviews, structured programme governance and multi-vendor service delivery.
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