29 Jul 2026

Senior ITSM Business Architect

Work from home

Senior ITSM Business Architect – Lead Service Management Transformation & Governance
Agilus by Synergie is recruiting for a Senior ITSM Business Architect in the retail industry.
We are seeking a Senior ITSM Business Architect to support the evolution and transformation of a mature Service Management practice. This highly autonomous consulting role will focus on designing ITSM processes, establishing governance frameworks, facilitating stakeholder engagement, and driving service management maturity initiatives. The successful candidate will combine strategic thinking with hands-on execution, helping shape scalable, ServiceNow-aligned processes that improve operational effectiveness, accountability, and service delivery across the organization.
Responsibilities:

Design, implement, and improve core ITSM processes and governance frameworks
Facilitate CAB meetings, reviews, workshops, and stakeholder sessions
Develop recommendations, impact assessments, implementation plans, and operating models
Create process documentation, standards, procedures, and work instructions
Translate business requirements into ServiceNow-aligned solutions and process improvements
Support CMDB governance, IT Asset Management, and Service Catalog initiatives

Requirements:

Bring 10+ years of experience in ITSM, business architecture, operational excellence, or process improvement roles
Demonstrate 5+ years of experience designing and implementing ITSM processes
Apply deep knowledge of Incident, Change, Problem, Knowledge, and Request Management practices
Support CMDB, IT Asset Management, and Service Catalog governance initiatives
Utilize ServiceNow or comparable enterprise ITSM platforms

Total rewards:

$80.00 - $85.00 hourly
Fully remote opportunity with hybrid flexibility for local candidates
Long-term engagement through March 2027
High-impact role influencing enterprise-wide ITSM transformation initiatives
Opportunity to shape governance, process design, and service management strategy

Soft skills:

Communicate complex concepts clearly to technical and business audiences
Facilitate productive discussions and build consensus among diverse stakeholders
Influence decisions and drive outcomes without direct authority
Think strategically while delivering practical and actionable recommendations

This posting is for an active opening.

Interested?
Please apply directly online

Agilus by Synergie would like to thank all candidates for their interest in this opportunity. Due to the volume of resumes we receive; we may only be able to respond directly to those candidates being selected for an interview.
We encourage you to visit agilus.ca regularly or subscribe to our email alerts at agilus.ca/Account/Register as new exciting employment opportunities become available daily.

Job Code 156635

We value a diverse workplace.

Agilus by Synergie is committed to employ people from diverse backgrounds and we actively demonstrate inclusiveness through fair, equitable and accessible hiring practices. We recognize the strength that comes from different experiences, backgrounds and perspectives and welcome candidates who identify as visible minorities, Indigenous people, persons with disabilities, and persons within the LGBTQ+ community. We feel it is important as an organization that all people have access and opportunity to be employed, to be valued and to be respected.

Our recruiting process is human-centric and supported by AI. Our AI assistant may reach out to applicants for a prescreen. All results will be reviewed and evaluated by our Canadian based, human recruiting team.

Accommodations for job applicants with disabilities will be provided upon request during the recruitment, assessment, selection and placement process. Alternative format available on Request.