Service Scheduling Business Architect

Job Description

Agilent Technologies is a global leader in life sciences, diagnostics, and applied markets, enabling scientists, laboratories, and organizations to bring great science to life. Through differentiated instruments, software, services, consumables, and expertise, Agilent helps customers gain trusted insights and deliver high‑quality outcomes that improve the quality of life.

Agilent is executing its Ignite Transformation
, a multi‑year enterprise initiative focused on becoming more customer‑centric, accelerating decision‑making, improving productivity, and scaling digital capabilities across the organization. A key component of this transformation is the continued evolution of Agilent’s service and digital platforms to deliver seamless, efficient, and scalable customer experiences globally.

The Service Scheduling Business Architect is responsible for defining, designing, and enabling enterprise scheduling capabilities that support Agilent’s global field service operations. This role acts as an expert individual contributor and business architecture lead, translating strategic objectives into scalable digital solutions that improve customer experience, service efficiency, and field engineer utilization.

This position plays a critical role in advancing Agilent’s Ignite Transformation by leading the shift from manual and high‑touch scheduling processes to automated, digital, and self‑service scheduling models across customer and internal service channels.

• Define and maintain the business architecture, capability roadmap, and solution vision for global service scheduling systems, aligned with enterprise and Commercial Operations strategies.
• Partner with business process owners, regional service leaders, and cross‑functional stakeholders to design scheduling solutions that enhance both customer experience and operational performance.
• Lead the business design and delivery of scheduling system initiatives, including requirements definition, solution design, testing, deployment, and post‑release stabilization.
• Drive the transformation from manual and high‑touch scheduling to digital, automated, and self‑service experiences for customers and internal users.
• Translate complex business needs into clear, prioritized functional and architectural designs for IT delivery teams.
• Collaborate closely with IT teams, system integrators, and software vendors to ensure solutions meet business, architectural, and scalability requirements.
• Support prioritization of system enhancements and defect resolution to balance operational stability with strategic capability development.
• Coordinate implementation, testing, training, and change management activities to ensure successful adoption across global service organizations.
• Partner with analytics and data teams to define reporting and insight requirements that support scheduling optimization and performance management.
• Communicate plans, progress, and outcomes effectively to senior stakeholders, including executive‑level audiences.

• Reports to the Technology and Tools Director within Commercial Operations.
• Operates as an expert individual contributor within a global, cross‑functional team of business architects, program leaders, and process experts.
• Location is flexible within established Commercial Operations hubs, with preference for time‑zone overlap with the United States.
• Collaborates broadly across Service, IT, Sales, Marketing, and regional field organizations in a global, matrixed operating environment.

• Bachelor’s or master’s degree in computer science, Management Information Systems, Engineering, Business, or a related field (or equivalent professional experience).
• 8+ years of experience in service operations, enterprise systems, business architecture, or digital transformation roles within complex organizations.
• Demonstrated experience leading business architecture and solution design for enterprise‑scale systems and processes.
• Experience with Field Service Management (FSM), ERP, and CRM platforms required; experience with SAP (ECC or S/4
  
  HANA), Salesforce, or Success Factors is a strong plus.
• Proven ability to…