ServiceNow Architect

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as a senior advisor for process architecture and transformation on business initiatives that leverage the ServiceNow platform.

• Collaborate with business leaders, process owners, and stakeholders to gain insights into strategic goals, operational challenges, risks, and expected business outcomes.

• Lead assessments of current processes, including roles, responsibilities, handoffs, decision points, controls, pain points, exceptions, and performance metrics.

• Evaluate process maturity and organizational readiness, assisting stakeholders in establishing realistic target-state maturity levels and transformation roadmaps.

• Guide the design of future-state processes that are simplified, standardized, scalable, measurable, controlled, user-focused, and suitable for automation and AI integration.

• Challenge the notion that existing processes should simply be replicated in ServiceNow, aiding stakeholders in differentiating between true business needs, essential controls, historical practices, and unnecessary complexities.

• Identify opportunities to eliminate redundant tasks, excessive approvals, ambiguous ownership, manual handoffs, and other obstacles to effective and scalable operations.

• Manage competing stakeholder priorities and facilitate decision-making regarding process standardization, ownership, governance, controls, performance metrics, and operating models.

• Convert business objectives and future-state process designs into precise business capabilities, functional requirements, and desired outcomes that can be supported by ServiceNow.

• Collaborate with ServiceNow Platform Architects and technical teams to transform future-state process designs into scalable platform solutions, while maintaining a clear distinction between process architecture and technical architecture.

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

• Establish measurable success criteria to assess process efficiency, automation, adoption, user experience, compliance, and business results.

• Prepare processes for AI and automation by enhancing standardization, data and knowledge quality, decision-making logic, governance, ownership, and exception management.

• Assess AI and automation options based on business value, process maturity, organizational readiness, risk, and feasibility, prioritizing process simplification before automation initiatives.

• Integrate Organizational Change Management (OCM) into future-state designs and collaborate with business leaders and change, communications, training, and enablement resources to ensure business readiness and sustained adoption.

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

• Work alongside business analysts and product owners to translate future-state designs into prioritized requirements and provide process guidance throughout Agile/SCRUM delivery.

⛳️ Requirements

• Over 10 years of progressive experience in business transformation, process architecture, business process management, management consulting, business analysis, operating model design, service management, or related fields.

• More than 5 years of experience leading complex business process transformation, process architecture, or business process re-engineering projects.

• Extensive expertise in business transformation, process architecture, business process re-engineering, process enhancement, operating model design, or similar fields.

• Capability to evaluate complex business processes, identify root causes and systemic issues, and design scalable and sustainable future-state processes.

• Strong grasp of end-to-end process design, value streams, roles and responsibilities, decision points, controls, performance metrics, exceptions, and governance.

• Experience in assessing process maturity, pinpointing capability gaps, and crafting target-state maturity models and transformation roadmaps.

• Strong business acumen with the ability to link process design to strategic goals, operational performance, user experience, risk, and measurable business outcomes.

• In-depth functional knowledge of the ServiceNow platform and comprehensive understanding of CSM, ITSM, SPM, CMDB, ITOM, IRM, SecOps, and related functionalities.

• Significant experience with the ServiceNow platform or similar enterprise workflow and automation platforms.

• Ability to recognize opportunities for workflow automation, self-service, enhanced 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.

• Knowledge of the foundational elements of processes, data, knowledge, governance, and organizational structures needed for effective adoption of automation and artificial intelligence.

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

• Proven ability to conduct complex stakeholder discussions, challenge existing practices, and achieve alignment among stakeholders with diverging priorities.

• Solid 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 frameworks.

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

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

• Fluent in English.

🏝️ Benefits

• 100% paid Medical, Dental & Vision for our employees

• 6% 401K match (Vested Immediately)

• 29 Days' PTO

• Flexible Work Schedule

• Tuition/Certification Reimbursement

• Growth Opportunities within an Emerging Defense Company