ServiceNow Process Architect

Job Overview and Purpose

Contribute to the overall success of the organization by designing and optimizing business processes that drive efficiency, effectiveness, and customer satisfaction.

Duties and Responsibilities

• Serve as a subject matter expert on IT Service Management (GRC, FSM, CSM, ITSM, ITAM, ITOM, etc.) processes and guide clients toward ITIL 4 constructs.
• Articulate and drive a services-based Service Management approach versus a (legacy) process-based Service Management approach.
• Conduct client meetings to gather, articulate, and document business and functional requirements from stakeholders. Prepare the Functional Requirement Specifications (FRS) or Requirement Traceability Matrices (RTMs).
• Design and document Service Management process designs based on business and functional requirements.
• Communicate functional and process designs to both project and client leadership.
• Work with technical specialists who will configure / customize solutions in alignment with the design.
• Validate solution builds and prepare for test phases by creating test scripts that allow stakeholders to validate the design. Act as the single point of contact for process / functional queries raised during the testing phase.
• Provide input to other teams (data, change management teams) in the creation of their deliverables.
• Train stakeholders on new processes and coordinate test efforts to ensure processes are executed per design.
• Assist and support continuous process improvement practices.
• Build excellent trust-based relationships and an impressive reputation with client stakeholders for accuracy and quality of delivery.
• Solve problems quickly and calmly while contributing to deliverables.
• Organize and execute test cycles, developing test scripts and automated testing processes using ATF.
• Assist the project team that manages and communicates the business process and business requirements, ensuring that the proposed solutions meet customer expectations.
• Document user stories with acute attention to detail, review them with stakeholders, gain acceptance criteria, and manage user stories throughout the development lifecycle with local and remote teams.
• Be a technically savvy architect who can navigate complex environments and form client relationships that allow for engagement as a trusted advisor to solve business problems.
• Possess strong commercial acumen and the ability to create, sell, and deliver large-scale engagements.

Requirements

Education, Certifications, and Qualifications

MUST HAVE

NICE TO HAVE

Industry and Technical Skills and Experience

MUST HAVE

NICE TO HAVE

Knowledge

Personal Attributes and Behavioral Competencies

PERSONAL ATTRIBUTES

BEHAVIORAL COMPETENCIES