ZenDesk Architect – ITSM Implementation- W2 Role

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.