ZenDesk Architect – ITSM Implementation- W2 Role

Stillwater

Job Title: **ZenDesk Enterprise Architect -- ITSM Implementation** Overview We are seeking a **ZenDesk Enterprise Architect** with proven expertise in designing, building, and optimizing enterprise-level IT Service Management (ITSM) solutions. This is a **hands-on, high-impact role** for a seasoned professional who thrives as a "one-person wrecking crew"---capable of leading architecture, implementation, and integration efforts independently. **Key Responsibilities** · **Architect \& Implement ITSM Solutions** o Lead the design, buildout, and enhancement of ZenDesk at an enterprise scale. o Define ITSM workflows, automation, and service catalogs aligned with organizational needs. · **CMDB Integration** o Incorporate and manage a **Configuration Management Database (CMDB)** within ZenDesk. o Ensure accurate asset and configuration tracking across IT infrastructure. · **Tool Integration \& Optimization** o Integrate ZenDesk with **Device42** or similar asset management/discovery tools. o Streamline processes for incident, problem, change, and asset management. · **Enterprise SME Leadership** o Serve as the **Subject Matter Expert (SME)** for ZenDesk enterprise implementations. o Provide guidance on best practices, scalability, and long-term sustainability. · **End-to-End Ownership** * Operate independently to deliver architecture, configuration, testing, and deployment. * Partner with stakeholders to gather requirements and translate them into technical solutions. Required Qualifications * **Enterprise-level ZenDesk implementation experience** (must-have). * Strong background in **ITSM frameworks** (ITIL v3/v4 preferred). * Hands-on experience with **CMDB design and integration**. * Familiarity with **Device42** or comparable tools for asset discovery and management. * Ability to work autonomously, driving projects from concept to completion. * Excellent communication and documentation skills for technical and non-technical audiences.