Job Description

Welcome to Warner Bros. Discovery... the stuff dreams are made of.

Who We Are...

When we say, "the stuff dreams are made of," we're not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD's vast portfolio of iconic content and beloved brands, are the storytellers bringing our characters to life, the creators bringing them to your living rooms and the dreamers creating what's next...


From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive.


Your New Role

:

The

Staff, Solution Architect ITSM

will play a vital role in shaping the strategic vision and technical roadmap for IT Service Management (ITSM) products on the

Enterprise Service Management (ESM) Platform (ServiceNow)

. This role will be based in

Hyderabad

and report directly to the

Senior Manager, Platform Architect

. As part of a team of Solution Architects, this individual will drive technical excellence, ensuring ITSM product capabilities--including

Incident, Problem, Request, Change, and Release Management

--are effectively designed, implemented, and optimized.



This position requires

strong

expertise

in ServiceNow, scripting, workflows, and automation

, with a deep understanding of ITSM processes. The Staff Solution Architect ITSM will ensure that ITSM product strategy aligns with broader enterprise goals, delivering scalable and efficient solutions that enhance service delivery and operational effectiveness.


Your Role Accountabilities:

Product Vision & Strategy

Define, refine, and execute ITSM product vision and roadmaps for the ESM platform, focusing on scalability and operational efficiency. Collaborate closely with the

Senior Manager, Platform

Architect

and other Solution Architects to ensure strategic alignment across ITSM initiatives. Evaluate emerging ServiceNow features and industry trends to incorporate innovation into ITSM solutions. Advocate for best practices in ITSM architecture, promoting alignment with

ITIL and DevOps methodologies

.

Solution Architecture & Implementation

Design robust ITSM architectures leveraging

ServiceNow workflows, automation, and scripting

to streamline service management processes. Oversee the development and deployment of ITSM features on ServiceNow, ensuring functionality meets business and IT objectives. Provide technical guidance and architectural governance across ITSM-related implementations. Ensure seamless integration of ITSM with other enterprise systems to enhance efficiency and collaboration.

Stakeholder Collaboration

Work closely with

cross

-functional teams

(Product Management, Business Analysts, Developers) to understand operational needs and translate them into ITSM solutions. Act as a subject matter expert for ITSM within the ServiceNow ecosystem, providing insights to drive business decisions. Facilitate discussions with platform architects, developers, and administrators to ensure successful delivery of ITSM enhancements. Communicate architectural decisions and technical roadmaps to stakeholders, ensuring transparency and alignment.

Operational Excellence & Continuous Improvement

Drive automation initiatives to reduce manual effort, improve system performance, and enhance user experience. Monitor ITSM platform health, identifying areas for optimization and continuous enhancement. Ensure compliance with

ITIL best practices, security standards, and governance frameworks

. Collaborate on knowledge-sharing initiatives within the architect team to foster innovation and continuous learning.
Qualifications & Experiences:

8

+ years of experience

in IT Service Management (ITSM), IT architecture, or related fields.

5+ years of hands-on experience

in ServiceNow ITSM solutions, including

Incident, Problem, Change, and Request Management

.

Strong

expertise

in ServiceNow

scripting, automation, workflow design, and integration

. Knowledge of

ITIL frameworks

,

DevOps methodologies

, and

cloud-based ITSM solutions

. Proven ability to

design scalable, enterprise-grade ITSM architectures

that align with business needs. Experience working with global teams in a complex enterprise environment. Bachelor's degree in

Computer Science

, Information Technology, or related field

(Master's preferred).

Not Required but Preferred Experience:

ServiceNow Certified System Administrator (CSA)

.

ServiceNow Certified Implementation Specialist ITSM (CIS-ITSM)

. ITIL

Intermediate or Expert level certifications

. Experience integrating ServiceNow with

CMDB, DevOps tools, and automation frameworks

.

How We Get Things Done...

This last bit is probably the most important! Here at WBD, our guiding principles are the core values by which we operate and are central to how we get things done. You can find them at www.wbd.com/guiding-principles/ along with some insights from the team on what they mean and how they show up in their day to day. We hope they resonate with you and look forward to discussing them during your interview.

Championing Inclusion at WBD

Warner Bros. Discovery embraces the opportunity to build a workforce that reflects a wide array of perspectives, backgrounds and experiences. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, regardless of sex, gender identity, ethnicity, age, sexual orientation, religion or belief, marital status, pregnancy, parenthood, disability or any other category protected by law.
If you're a qualified candidate with a disability and you require adjustments or accommodations during the job application and/or recruitment process, please visit our accessibility page for instructions to submit your request.