ServiceNow Process Solution Architect

Extensive experience in business transformation, process architecture, business process re-engineering, process improvement, operating model design, or related disciplines

Demonstrated ability to assess complex business processes, identify root causes and systemic issues, and design scalable and sustainable future-state processes

Strong understanding of end-to-end process design, value streams, roles and responsibilities, decision points, controls, performance measures, exceptions, and governance

Experience assessing process maturity, identifying capability gaps, and developing target-state maturity models and transformation roadmaps

Strong business acumen and ability to connect process design to strategic objectives, operational performance, user experience, risk, and measurable business outcomes

Strong functional understanding of the ServiceNow platform and broad knowledge of CSM, ITSM, SPM, CMDB, ITOM, IRM, SecOps, and related capabilities

Ability to identify opportunities for workflow automation, self-service, improved user experiences, stronger controls, and AI-enabled capabilities while collaborating with ServiceNow Platform Architects and technical teams

Strong understanding of process standardization, simplification, scalability, governance, controls, automation, and continuous improvement

Understanding of the process, data, knowledge, governance, and organizational foundations required to successfully adopt automation and artificial intelligence

Exceptional stakeholder management, facilitation, communication, and negotiation skills, including the ability to challenge assumptions, navigate competing priorities, manage resistance, and build alignment around a shared future-state vision

Strong understanding of Organizational Change Management (OCM), including stakeholder engagement, communications, training, enablement, and adoption

Strong knowledge of ITIL processes and experience working within Agile/SCRUM delivery environments

Serve as a senior process architecture and transformation advisor for business initiatives enabled by the ServiceNow platform

Partner with business leaders, process owners, and stakeholders to understand strategic objectives, operational challenges, risks, and desired business outcomes

Lead current-state discovery and process assessments, including evaluation of roles, responsibilities, handoffs, decision points, controls, pain points, exceptions, and performance measures

Assess process maturity and organizational readiness and help stakeholders establish practical target-state maturity levels and transformation roadmaps

Facilitate the design of future-state processes that are simplified, standardized, scalable, measurable, controlled, user-centered, and positioned for automation and AI enablement

Challenge the assumption that current-state processes should be replicated in ServiceNow and help stakeholders distinguish between true business requirements, required controls, historical practices, and unnecessary complexity

Identify opportunities to eliminate redundant activities, excessive approvals, unclear ownership, manual handoffs, and other barriers to effective and scalable operations

Navigate competing stakeholder priorities and facilitate decisions regarding process standardization, ownership, governance, controls, performance measures, and operating models

Translate business objectives and future-state process designs into clear business capabilities, functional requirements, and desired outcomes that can be enabled through ServiceNow.

Partner with ServiceNow Platform Architects and technical teams to translate future-state process designs into scalable platform solutions while maintaining a clear distinction between process architecture and detailed technical architecture

Develop process architecture artifacts, including current-state and future-state process maps, value streams, maturity assessments, capability assessments, operating models, and transformation roadmaps

Define measurable success criteria to evaluate process effectiveness, automation, adoption, user experience, compliance, and business outcomes

Prepare processes for AI and automation by improving standardization, data and knowledge quality, decision logic, governance, ownership, and exception management

Evaluate AI and automation opportunities based on business value, process maturity, organizational readiness, risk, and feasibility, prioritizing process simplification before automation

Incorporate OCM into future-state design and partner with business leaders and change, communications, training, and enablement resources to support business readiness and sustained adoption

Facilitate executive briefings, stakeholder workshops, process design sessions, maturity assessments, and decision-making forums

Collaborate with business analysts and product owners to translate future-state designs into prioritized requirements and provide process guidance throughout Agile/SCRUM delivery

10+ years of progressive experience in business transformation, process architecture, business process management, management consulting, business analysis, operating model design, service management, or related disciplines

5+ years leading complex business process transformation, process architecture, or business process re-engineering initiatives

Significant experience with the ServiceNow platform or comparable enterprise workflow and automation platforms

Demonstrated experience designing future-state processes, conducting process maturity assessments, and developing transformation roadmaps

Proven ability to facilitate complex stakeholder discussions, challenge current-state practices, and achieve alignment among stakeholders with competing priorities

Experience partnering with senior leaders, technical architects, and delivery teams to translate business strategy and process design into functional solutions

Experience with OCM, Agile/SCRUM, ITIL, process automation, AI-enabled workflows, or process improvement methodologies

Minimum 4-year University degree or equivalent work experience

ServiceNow CSA, Business Analyst, or relevant CIS certification preferred

ITIL certification strongly preferred

Prosci or equivalent OCM certification strongly preferred

Lean, Lean Six Sigma, BPM, Design Thinking, service design, PMP, Agile/SCRUM, SAFe, TOGAF, or business architecture certification beneficial.