Staff, Solution Architect ITSM

Welcome to Warner Bros. Discovery… the stuff dreams are made of.

Your New Role

Your role title: Staff, Solution Architect ITSM will play a vital role in shaping the strategic vision and technical roadmap for IT Service Management (ITSM) products on the Enterprise Service Management (ESM) Platform (ServiceNow). This role will be based in Hyderabad and report directly to the Senior Manager, Platform Architect. As part of a team of Solution Architects, this individual will drive technical excellence, ensuring ITSM product capabilities—including Incident, Problem, Request, Change, and Release Management—are effectively designed, implemented, and optimized.

This position requires strong expertise in ServiceNow, scripting, workflows, and automation, with a deep understanding of ITSM processes. The Staff Solution Architect ITSM will ensure that ITSM product strategy aligns with broader enterprise goals, delivering scalable and efficient solutions that enhance service delivery and operational effectiveness.

Your Role Accountabilities

• Product Vision & Strategy
  • Define, refine, and execute ITSM product vision and roadmaps for the ESM platform, focusing on scalability and operational efficiency.
  • Collaborate closely with the Senior Manager, Platform Architect and other Solution Architects to ensure strategic alignment across ITSM initiatives.
  • Evaluate emerging ServiceNow features and industry trends to incorporate innovation into ITSM solutions.
  • Advocate for best practices in ITSM architecture, promoting alignment with ITIL and DevOps methodologies.
• Solution Architecture & Implementation
  • Design robust ITSM architectures leveraging ServiceNow workflows, automation, and scripting to streamline service management processes.
  • Oversee the development and deployment of ITSM features on ServiceNow, ensuring functionality meets business and IT objectives.
  • Provide technical guidance and architectural governance across ITSM-related implementations.
  • Ensure seamless integration of ITSM with other enterprise systems to enhance efficiency and collaboration.
• Stakeholder Collaboration
  • Work closely with cross-functional teams (Product Management, Business Analysts, Developers) to understand operational needs and translate them into ITSM solutions.
  • Act as a subject matter expert for ITSM within the ServiceNow ecosystem, providing insights to drive business decisions.
  • Facilitate discussions with platform architects, developers, and administrators to ensure successful delivery of ITSM enhancements.
  • Communicate architectural decisions and technical roadmaps to stakeholders, ensuring transparency and alignment.
• Operational Excellence & Continuous Improvement
  • Drive automation initiatives to reduce manual effort, improve system performance, and enhance user experience.
  • Monitor ITSM platform health, identifying areas for optimization and continuous enhancement.
  • Ensure compliance with ITIL best practices, security standards, and governance frameworks.
  • Collaborate on knowledge-sharing initiatives within the architect team to foster innovation and continuous learning.

Qualifications & Experiences

• 8+ years of experience in IT Service Management (ITSM), IT architecture, or related fields.
• 5+ years of hands-on experience in ServiceNow ITSM solutions, including Incident, Problem, Change, and Request Management.
• Strong expertise in ServiceNow scripting, automation, workflow design, and integration.
• Knowledge of ITIL frameworks, DevOps methodologies, and cloud-based ITSM solutions.
• Proven ability to design scalable, enterprise-grade ITSM architectures that align with business needs.
• Experience working with global teams in a complex enterprise environment.
• Bachelor's degree in Computer Science, Information Technology, or related field (Master's preferred).

Not Required but Preferred Experience

• ServiceNow Certified System Administrator (CSA).
• ServiceNow Certified Implementation Specialist ITSM (CIS-ITSM).
• ITIL Intermediate or Expert level certifications.
• Experience integrating ServiceNow with CMDB, DevOps tools, and automation frameworks.

How We Get Things Done

This last bit is probably the most important. Here at WBD, our guiding principles are the core values by which we operate and are central to how we get things done.

Championing Inclusion at WBD

Warner Bros. Discovery embraces the opportunity to build a workforce that reflects a wide array of perspectives, backgrounds and experiences. Being an equal opportunity employer means that we consider qualified candidates on the basis of merit, regardless of sex, gender identity, ethnicity, age, sexual orientation, religion or belief, marital status, pregnancy, parenthood, disability or any other category protected by law. If you're a qualified candidate with a disability and you require adjustments or accommodations during the job application and/or recruitment process, please visit our accessibility page for instructions to submit your request.

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