Remote Itsm Jobs in Ohio (NOW HIRING)

Position OverviewAt PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company's success. As a Solution Architect Sr within PNC's Technology organization, you will be based in Pittsburgh, PA or Strongsville, OH or Dallas, TX or Lakewood, CO.
Role Overview
This role is responsible for designing, implementing, and supporting enterprise collaboration solutions with a strong focus on Microsoft Teams and Microsoft Teams Rooms. The position requires deep technical expertise, strong troubleshooting skills, and the ability to collaborate with cross-functional teams and vendors.
Key Responsibilities
Solution Architecture & Design
Architect and design enterprise collaboration solutions centered on Microsoft Teams and Microsoft Teams Rooms (Windows and Android).
Define and enforce Teams policies, configurations, and governance frameworks.
Design, implement, and support Teams calling solutions, including PSTN integration, SIP trunks, and Session Border Controllers (SBCs).
Ensure best practices for security, scalability, performance, and user experience across collaboration environments.
Implementation & Support
Configure, deploy, and optimize Microsoft Teams Rooms hardware, peripherals, and video conferencing systems.
Design and support integrations with Zoom, WebEx, IPTV, and digital signage solutions.
Utilize PowerShell scripting to automate administrative tasks and optimize system configurations.
Leverage Microsoft Entra ID, Azure Autopilot, and Intune for identity management, device enrollment, and security controls.
Monitor service health and performance using Call Quality Dashboard (CQD), analytics, and reporting tools.
Operations & Incident Management
Support incident and request management using ServiceNow.
Resolve high-severity production incidents under strict SLA requirements.
Perform advanced troubleshooting using tools such as CQD, Fiddler, Wireshark, Teams logs, and Power BI.
Deliver Root Cause Analysis (RCA) documentation within 5 business days of incident closure.
Collaboration & Leadership
Collaborate with internal stakeholders and external vendors on solution design, escalations, and issue resolution.
Provide mentorship, documentation, and knowledge transfer to technical teams.
Communicate complex technical concepts clearly to both technical and non-technical audiences.
Required Skills & Experience
Experience
Multiple years of IT experience, with a minimum of 5 years in unified communications, collaboration technologies, or solution architecture.
Proven hands-on experience with Microsoft Teams, Teams Rooms (Windows & Android), and related collaboration platforms.
Technical Skills
Strong knowledge of Azure services, including Microsoft Entra ID, Azure Autopilot, and Intune.
Experience configuring and troubleshooting Conditional Access policies and Entra ID-related issues.
Advanced proficiency in PowerShell scripting and Microsoft Graph API.
Extensive experience with Teams Voice, PSTN integration, Direct Routing, and Session Border Controllers.
Deep understanding of Teams administration, policies, and governance models.
Experience integrating or supporting Zoom, WebEx, IPTV, and digital signage platforms.
Strong troubleshooting skills using CQD, Power BI, and call quality metrics.
Familiarity with ITSM tools, preferably ServiceNow.
Soft Skills
Excellent vendor management and stakeholder communication skills.
Ability to work independently and as part of a collaborative team.
Strong documentation, analytical, and problem-solving capabilities.This position may be eligible for remote work in select geographic locations, subject to approval by PNC. If approved, work must be conducted from a quiet, secure, and confidential home-based workspace. Occasional in-office participation may be required based on business needs.PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.Job Description

• Develops solution architecture and resolves complex issues in a variety of projects through the implementation of requirements analysis, expertise support and project supervision.
• Designs solution architecture in large or complex programs, including system and application designs, software and technical architecture, in accordance with strategies and objectives.
• Provides expertise for the solution architecture team and other IT staff on a variety of issues in software designs, system architecture and solution-oriented technologies.
• Communicates with clients and analyses business requirements and processes; makes recommendations, and leads in shaping future plans in solution architecture.
• Oversees solution architecture project outcomes, including hardware and software design; ensures that each project phase meets overall requirements.

PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be:

• Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.
• Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework.

Qualifications

Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role. Listed below are skills, competencies, work experience, education, and required certifications/licensures needed to be successful in this position.

Preferred SkillsCompetitive Advantages, Customer Solutions, Design, Digital Media, Enterprise Architecture Framework, Machine Learning (ML), Microsoft Teams, Risk Assessments, Technical KnowledgeCompetenciesAnalytical Thinking, Effective Communications, Effectiveness Measurement, Industry Knowledge, IT Standards, Procedures & Policies, Planning: Tactical, Strategic, Platform Architecture, Problem Solving, Software Product Design/Architecture, The Open Group Architecture Framework (TOGAF)Work ExperienceRoles at this level typically require a university / college degree. Higher level education such as a Masters degree, PhD, or certifications is desirable. Industry relevant experience is typically 8+ years. Specific certifications are often required. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.EducationBachelorsCertificationsNo Required Certification(s)LicensesNo Required License(s)Pay TransparencyBase Salary: $80,000.00 - $185,150.00Salaries may vary based on geographic location, market data and on individual skills, experience, and education. This role is incentive eligible with the payment based upon company, business and/or individual performance.Application WindowGenerally, this opening is expected to be posted for two business days from 03/17/2026, although it may be longer with business discretion.BenefitsPNC offers a comprehensive range of benefits to help meet your needs now and in the future. Depending on your eligibility, options for full-time employees include: medical/prescription drug coverage (with a Health Savings Account feature), dental and vision options; employee and spouse/child life insurance; short and long-term disability protection; 401(k) with PNC match, pension and stock purchase plans; dependent care reimbursement account; back-up child/elder care; adoption, surrogacy, and doula reimbursement; educational assistance, including select programs fully paid; a robust wellness program with financial incentives.In addition, PNC generally provides the following paid time off, depending on your eligibility: maternity and/or parental leave; up to 11 paid holidays each year; 9 occasional absence days each year, unless otherwise required by law; between 15 to 25 vacation days each year, depending on career level; and years of service.

To learn more about these and other programs, including benefits for full time and part-time employees, visit pncthrive.com.

Disability Accommodations Statement

If an accommodation is required to participate in the application process, please contact us via email at AccommodationRequest@pnc.com. Please include "accommodation request" in the subject line title and be sure to include your name, the job ID, and your preferred method of contact in the body of the email. Emails not related to accommodation requests will not receive responses. Applicants may also call 877-968-7762 and say "Workday" for accommodation assistance. All information provided will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

At PNC we foster an inclusive and accessible workplace. We provide reasonable accommodations to employment applicants and qualified individuals with a disability who need an accommodation to perform the essential functions of their positions.

Equal Employment Opportunity (EEO)

PNC provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law.

This position is subject to the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA) and, for any registered role, the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act) and/or the Financial Industry Regulatory Authority (FINRA), which prohibit the hiring of individuals with certain criminal history.

California Residents

Refer to the California Consumer Privacy Act Privacy Notice to gain understanding of how PNC may use or disclose your personal information in our hiring practices.