ITSM Solution Architect & Lead Engineer

Kyivstar.Tech is a Ukrainian hybrid IT company and a subsidiary of Kyivstar, one of Ukraine's largest telecom operators. They are seeking a highly skilled ITSM Solution Architect with strong hands-on experience in Ivanti ITSM platforms to design enterprise-level ITSM architecture and guide delivery while contributing to complex configurations and integrations.

Responsibilities

• 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

Skills

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

Benefits

• 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

Company Overview

• Київстар – найбільший український оператор електронних комунікацій, що станом на березень 2023 року обслуговував 24,3 млн абонентів мобільного зв’язку та понад 1,1 млн абонентів «Домашнього інтернету». It was founded in 1994, and is headquartered in Kyiv, Kyyiv, UKR, with a workforce of 1001-5000 employees. Its website is http://www.kyivstar.ua/en.