ServiceNow Process Architect

We are looking for a Senior/Business Process Architect, who will play a key role in helping our clients transform their operations. Our candidate will be an ITSM and a ServiceNow process expert, providing valuable guidance and driving successful implementations.

Qualifications and Experience

• Bachelor’s degree in information technology and/or Engineering
• ServiceNow Certified System Administrator
• ITIL V4 Foundation
• ITIL Master’s Advantageous
• Minimum of 5-7 years of consulting experience within complex, global organizations with the ability to influence and consult in an ITIL / ITSM Services environment.
• 4 + years of experience with the ServiceNow platform supporting ITSM and ITIL process flow development and refinement
• ServiceNow IT Service Management, IT Asset Management – HAM & SAM, Service Configuration Management (Discovery, Designing and implementing CMDB, Service Mapping etc.), HR Service Delivery and other ERP-related processes and frameworks) and CSM.
• Excellent Presentation Skills
• Knowledge in ServiceNow ATF is a plus
• Proficiency in process modelling and analysis tools (e.g., BPMN, Visio, ARIS, Flowcentric etc.).
• Experience with process automation and workflow management tools is a plus.
• Familiarity with project management principles, practices, and tools such as SPM in ServiceNow, or MS Project is a plus.
• Strong knowledge of process improvement methodologies, such as Lean, Six Sigma, or Business Process Reengineering (BPR) is a plus.
• Work within Agile, Waterfall and Hybrid Projects
• Experience with Scaled Agile Framework (SAFe)
• Experience with collaboration tools including MS Office, MS Teams, MS Outlook, MS SharePoint
• Experience with best practice frameworks such as ITIL, ISO 20000, COBIT etc.
• Familiarity with Remedy BMC

Duties and Responsibilities

• Serve as a process expert for the relevant project implementation.
• Facilitate sessions to gather and document business requirements, create requirements traceability to assist with development and testing.
• Collaborate with clients to define and/or understand ServiceNow processes, leveraging your deep understanding of functional areas and technology implementations.
• Lead process and requirements workshops, working closely with clients to identify their needs for implementing best practice frameworks embedded in the technology solutions.
• Support and guide key stakeholders throughout the engagement, ensuring their requirements are met and their expectations exceeded
• Support clients to lead the organisation change initiative.
• Contribute to developing and testing solutions, collaborating with technical resources to deliver high-quality results.
• Act as a trusted advisor to clients, providing insights and recommendations to drive their business forward
• Juggle multiple projects and initiatives simultaneously, delivering exceptional results within deadlines.
• Lead & collaborate with customers in their efforts to take advantage of the ServiceNow platform to improve their ITSM and ITIL processes
• Analyse and map current business processes to identify opportunities for optimisation and automation.
• Build, test and implement process improvements in collaboration with cross-functional teams.
• Design and develop new process models and workflows to drive efficiency and effectiveness across the client’s value chain according to the best practices in the industry.
• Collaborate with project managers to ensure that project timelines are met.
• Maintain Process Improvement Logs
• Requirements and acceptance criteria for Future (TO BE) business processes and customer journeys
• Develop and implement process metrics to track and analyse process performance and identify opportunities for continuous improvements
• Communicate process changes, requirements and timelines across the organisation to all relevant stakeholders
• Provide necessary expertise and support to other departments as necessary.
• Lead, Mentor and Support Process Consultants and Associate Process Consultants
• Promote continuous improvement practices, constantly seeking ways to enhance our delivery and engagement materials.
• Ensure quality documentation standards are adhered to by checking documentation evidencing the deliverable for completeness and correctness before submitting to the Project Team and Stakeholders

What We Offer

• Competitive salary and benefits package.
• Opportunity to work with a dynamic team in a growing fintech company.
• Professional development and career growth opportunities.
• A collaborative and inclusive work environment.