ITSM - Process Architect

Location : CBD

Nature of Work : Hybrid

Process Architect Role purpose

Designs the ITSM process workflows that support delivery of stable EUX operations — Incident, Problem, Change and Release Management aligned to Customer's operational governance standards.

Key responsibilities

• Author detailed process workflows for Incident, Problem, Change and Release across the in-scope EUX services.
• Document runbooks, escalation matrices and operational handover artefacts.
• Partner with Customer ITSM owners to align workflows to existing tooling and governance.
• Validate workflows during pilot and refine based on operational telemetry.

Required experience and qualifications

• 5+ years designing ITSM processes for enterprise organisations.
• ServiceNow process design experience preferred.
• Demonstrable delivery of process design on at least one regulated-industry transformation.
• Demonstrable delivery experience in a regulated industry — financial services, government, pharmaceuticals, energy or similar — including familiarity with change control, audit and compliance constraints.
• Experience working in a large, geographically distributed global organisation, comfortable operating across multiple time zones and cultural contexts.
• Experience working within a globally distributed team, collaborating effectively across multiple time zones and cultural contexts.
• Excellent written and verbal communication skills; able to engage with senior stakeholders and translate technical detail for non-technical audiences.
• Comfortable working in a hybrid client/partner team with clear ownership boundaries.

Technical skills

• ITSM design — Incident, Problem, Change, Release, Demand & Capacity, Financial Controls.
• Service Transition planning aligned to Customer operational governance and tooling.
• Process workflow design and runbook authoring.
• Target-state operations model definition and BAU handover.

Desirable

• Banking or finance experience.
• Experience in role, delivering complex, global End User transformation in a regulated industry.
• ITIL v4 Foundation (Managing Professional preferred) or equivalent service-management certification.