Senior Solution Architect / ITSM Engineer

<p>Netstratum is a global product development company specializing in custom software and enterprise IT services. With teams across ten global locations, we combine local insight with global expertise to deliver innovative, purpose-driven solutions.</p><p><br><br>Not sure what skills you will need for this opportunity Simply read the full description below to get a complete picture of candidate requirements.<br></p><p>As a leader in telecom tech, we build secure, high-performance Unified Communication Systems used by Tier-1 providers, enterprises, and governments. Our in-house AI platform is built for scale, security, and real-world impact.</p><p>Join a vibrant, diverse team working on cutting-edge projects in telecom, AI, IoT, and digital transformation - within a fast-paced, learning-focused environment.</p><p>  </p><p><br></p><p><strong>Location:</strong> Middlesbrough, UK</p><p><strong>Experience:</strong> 5+ years </p><p><strong>Salary:</strong> As per Industry Standards</p><p><strong>Employment Type:</strong> Full Time</p><p><strong>Job Code: 042026/04</strong></p><p><br></p><p><strong>Job Description</strong></p><p>Netstratum is seeking a highly experienced ITSM professional with deep expertise in <strong>ITSM platforms</strong> 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.</p><p>This is not a support/admin role—we are looking for someone who can <strong>architect, implement, and transform ITSM processes at scale.</strong></p><p><br></p><p><strong>Key Responsibilities</strong></p><p><strong>Platform Implementation & Architecture</strong></p><ul><li>Platform Implementation & Architecture</li><li>Lead end-to-end implementation and optimization of<strong>ITSM platforms</strong></li><li>Design scalable ITSM workflows aligned with ITIL best practices</li><li>Configure advanced automation using workflows, business rules, and triggers</li><li>Build and optimize service catalogs and self-service portals</li></ul><p><strong>Migration & Transformation</strong></p><ul><li>Oversee data migration (tickets, users, assets, CMDB)</li><li>Ensure minimal disruption and strong user adoption</li></ul><p><strong>CMDB & Asset Management</strong></p><ul><li>Design and implement CMDB structure (CI classes, relationships)</li><li>Manage asset lifecycle and integrations with discovery tools</li><li>Establish data governance and maintenance processes</li></ul><p><strong>Integrations & Automation</strong></p><ul><li>Utilize APIs, webhooks, and automation for system interoperability</li><li>Develop custom solutions where needed (light scripting/logic)</li></ul><p><strong>Stakeholder Collaboration</strong></p><ul><li>Work with IT, operations, and business teams to define requirements</li><li>Translate business needs into technical workflows</li><li>Provide guidance on ITSM best practices and platform capabilities</li></ul><p><br></p><p><strong>Required Qualifications</strong></p><p><br></p><ul><li>5+ years of hands-on experience with similar ITSM platforms</li><li>Proven experience implementing ITSM in xwzovoh a mid-to-large enterprise environment</li><li>Strong experience with ITSM migrations</li><li>Deep expertise in Workflow automation, Business rules & triggers, SLA and approval configurations and Service catalog design</li><li>Experience designing and managing CMDB and asset management systems</li><li> Familiarity with REST APIs, integrations, and automation tools</li><li> Strong understanding of ITIL frameworks</li></ul><p><br></p><p><strong>Preferred Qualifications</strong></p><ul><li>ITIL certification (Foundation or higher)</li><li>Experience with other ITSM platforms (e.g., ServiceNow, Jira Service Management)</li><li>Basic scripting knowledge (JavaScript or similar)</li><li>Experience leading ITSM transformation projects  <strong>  </strong></li></ul><p><br></p><p><strong>What Success Looks Like</strong></p><ul><li>Seamless migration from Cherwell</li><li>Highly automated, scalable workflows</li><li>Clean, well-structured CMDB</li><li>Improved service delivery and user experience <strong>        </strong></li></ul>