SAP NS2 ServiceNow Process Solution Architect

SAP NS2 Service Now Process Solution Architect

We help the world run better
At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong.

What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

SAP is the global market leader for business software and related services. SAP National Security Services Inc. ® (SAP NS2®) is an independent U.S. subsidiary, offering SAP solutions with specialized levels of security and support to meet the requirements of U.S. national security and critical infrastructure customers.

All internals must have manager’s approval to transfer.

Must be a U.S. Citizen.

• 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 Service Now platform and broad knowledge of CSM, ITSM, SPM, CMDB, ITOM, IRM, Sec Ops, and related capabilities
• Ability to identify opportunities for workflow automation, self-service, improved user experiences, stronger controls, and AI-enabled capabilities while collaborating with Service Now 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 Service Now 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 Service Now 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…