About the position
ENVIRONMENT:
Our client is looking for an experienced Process Architect with strong ServiceNow expertise to support enterprise clients in transforming and optimising their service management environments. This individual will play a critical role in analysing, designing, and enhancing end-to-end service processes across ITSM and ESM domains, ensuring alignment with platform capabilities, industry standards, and strategic business goals.
DUTIES:
- Design and document scalable, efficient ITSM/ESM processes aligned with ITIL and client needs
- Map current-state vs future-state processes, identifying gaps and opportunities for improvement
- Work closely with business stakeholders, architects, and ServiceNow developers to shape and translate requirements into practical solutions
- Support platform implementation by ensuring process alignment and technical feasibility
- Facilitate stakeholder workshops, solution design sessions, and sign-off processes
- Provide process governance guidance and input into sprint cycles, testing, and go-live activities
REQUIREMENTS:
Key Requirements
- 3–7+ years in a Process Architect, Business Analyst, or ITSM Consultant role
- Strong understanding of ServiceNow modules (ITSM core; bonus for HRSD, CSM, CMDB, or GRC)
- Proven experience in process mapping and optimisation across large or complex organisations
- Solid working knowledge of ITIL v3/v4 frameworks (certification advantageous)
- Familiarity with Agile or hybrid delivery environments
- Excellent communication, facilitation, and documentation skills
Advantageous
- SAM or HAM
- ServiceNow certifications (CSA, CIS-ITSM, CIS-Discovery, etc.)
- Experience using tools like Lucidchart, Visio, or BPMN tools for process design
- Exposure to frameworks such as ISO/IEC 20000, COBIT, or DevOps practices
- Previous client-facing consulting experience
ATTRIBUTES:
- Brings both strategic thinking and practical implementation capability
- Can confidently drive conversations with business and technical stakeholders
- Enjoys working across dynamic environments with high impact outcomes
While we would really like to respond to every application, should you not be contacted for this position within 10 working days please consider your application unsuccessful.
COMMENTS:
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Desired Skills:
- Process
- Architect
- ServiceNow
