ITSM Solution Architect & Lead Engineer

About us

What you will do

• Design and define the overall architecture of the Ivanti ITSM solution in alignment with Kyivstar’s business processes and ITIL best practices.
• Develop the target ITSM architecture, including integrations with CMDB, ITAM, AD, monitoring, and the Service Portal.
• Establish architectural principles, data models, and configuration standards for ITSM processes (Incident, Problem, Change, Request, Knowledge, Configuration, etc.).
• Design and implement non-standard or custom ITSM processes where standard ITIL flows do not fully meet business requirements.
• Prepare high-level design documents, architecture diagrams, and technical documentation.
• Provide expert guidance to the implementation team and customer stakeholders.
• Collaborate with the Ivanti vendor, suppliers, and internal teams to resolve complex architectural or integration issues.
• Configure and customize the Ivanti ITSM platform according to the approved design and business requirements.
• Develop and modify workflows, forms, business rules, SLAs, notifications, and RBAC models.
• Build and maintain integrations with external systems (REST API, web services, message queues, database connectors, etc.).
• Support data migration processes (users, tickets, CMDB records, etc.).
• Conduct unit testing and document developed functionality.
• Provide technical leadership to team members.

Qualifications and experience needed

• 3+ years of experience designing or implementing enterprise ITSM solutions based on Ivanti, ServiceNow, BMC Helix/Remedy, Cherwell, or Jira Service Management.
• Deep understanding of the ITIL v3/v4 framework and its practical application.
• Proven ability to design custom or hybrid ITSM workflows that combine ITIL practices with specific organizational needs.
• Hands-on experience with JavaScript, SQL, HTML/CSS, REST API.
• Strong knowledge of CMDB design, service modeling, and workflow automation.
• Ability to create workflow scripts, business rules, and UI customizations.
• Experience with system integrations (REST API, web services, message queues).
• Ability to produce clear and structured architecture documentation and diagrams (Visio, Draw.io, Enterprise Architect).
• Familiarity with version control tools (Git).
• Strong communication, stakeholder-management, and leadership skills.
• English – Upper Intermediate or higher (for documentation and vendor interaction).
• Mandatory Certification - ITIL v3 or v4 Foundation (or higher).

A plus would be

• Experience with Ivanti Neurons for ITSM or Ivanti Service Manager.
• Ivanti Certified Professional or equivalent certification.
• Experience in large-scale ITSM implementation projects.

What we offer

• Office or remote — it’s up to you. You can work from anywhere, and we will arrange your workplace.
• Remote onboarding.
• Performance bonuses.
• We train employees with the opportunity to learn through the company’s library, internal resources, and programs from partners.
• Health and life insurance.
• Wellbeing program and corporate psychologist.
• Reimbursement of expenses for Kyivstar mobile communication