Process Architect

About the Role

The Process Architect will be responsible for designing IT Service Management (ITSM) process workflows that ensure stable End User Experience (EUX) operations. These workflows cover Incident, Problem, Change, and Release Management while adhering to the Customer's operational governance requirements.

Key Duties

• Create detailed process workflows for Incident, Problem, Change, and Release management across EUX services within the agreed scope.
• Prepare documentation such as runbooks, escalation matrices, and operational handover materials.
• Collaborate with Customer ITSM owners to align the designed workflows with existing tools and governance frameworks.
• Conduct pilot validations of workflows and make refinements based on operational telemetry and feedback.

Required Experience and Skills

• Minimum of 5 years experience in designing ITSM processes for large enterprise environments.
• Previous experience with ServiceNow process design is preferred.
• Proven track record in delivering process design within regulated industry transformations like financial services, government, pharmaceuticals, or energy sectors.
• Experience dealing with compliance, audit requirements, and change management controls in regulated settings.
• Ability to operate effectively across a large, globally distributed organization spanning multiple time zones and cultures.
• Demonstrated collaboration skills in globally distributed teams with clear communication and coordination across locations.
• Excellent written and verbal communication capabilities for engaging senior stakeholders and translating technical content for non-technical audiences.
• Capable of working within hybrid client-partner teams with defined ownership and responsibilities.

Technical Expertise

• Strong knowledge of ITSM design principles including Incident, Problem, Change, Release, Demand & Capacity, and Financial Controls.
• Experience in service transition planning aligned to customer governance and tooling.
• Skills in process workflow design and runbook creation.
• Ability to define target-state operations model and facilitate business-as-usual handover.

Desirable Qualifications

• Background in Banking or Finance sectors.
• Experience leading complex, global End User transformations within regulated industries.
• ITIL v4 Foundation certification, with Managing Professional level preferred or equivalent service management credentials.