Process Architect

Job Overview and Purpose

Contribute to the overall success of the organization by designing and optimizing business processes that drive efficiency, effectiveness, and customer satisfaction.

• Serve as a subject matter expert on IT Service Management (GRC, FSM, CSM, ITSM, ITAM, ITOM, etc.) processes and guide clients toward ITIL 4 constructs.
• Articulate and drive a services-based Service Management approach versus a (legacy) process-based Service Management approach.
• Conduct client meetings to gather, articulate, and document business and functional requirements from stakeholders. Prepare the Functional Requirement Specifications (FRS) or Requirement Traceability Matrices (RTMs).
• Design and document Service Management process designs based on business and functional requirements.
• Communicate functional and process designs to both project and client leadership.
• Work with technical specialists who will configure/customize solutions in alignment with the design.
• Validate solution builds and prepare for test phases by creating test scripts that allow stakeholders to validate the design. Act as the single point of contact for process/functional queries raised during the testing phase.
• Provide input to other teams (data, change management teams) in the creation of their deliverables.
• Train stakeholders on new processes and coordinate test efforts to ensure processes are executed per design.
• Assist and support continuous process improvement practices.
• Build excellent trust-based relationships and an impressive reputation with client stakeholders for accuracy and quality of delivery.
• Solve problems quickly and calmly while contributing to deliverables.
• Organize and execute test cycles, developing test scripts and automated testing processes using ATF.
• Assist the project team that manages and communicates the business process and business requirements, ensuring that the proposed solutions meet customer expectations.
• Document user stories with acute attention to detail, review them with stakeholders, gain acceptance criteria, and manage user stories throughout the development lifecycle with local and remote teams.
• Be a technically savvy architect who can navigate complex environments and form client relationships that allow for engagement as a trusted advisor to solve business problems.
• Possess strong commercial acumen and the ability to create, sell, and deliver large‑scale engagements.

• 100% chargeability (minimum > 80%) through the appraisal year.
• Ensure zero escalations from Project PMs, Clients, etc.
• Certifications:
  
  Complete at least:
• 2 CIS – Certified Implementation Specialists per year.
• 5 Micro‑Certifications per year.
• 1 Sales/Pre‑sales accreditation per month.
• Bid‑to‑win ratio of 80%.
• Attain customer satisfaction ratings of 4.5 out of 5 CSAT scores on all projects by meeting individual project quality success metrics as measured by the project leader.

• Bachelor’s degree in computer science, Information Technology, or a related field.
• ITIL 4 Foundation Certified.
• Service Now CSA Required.
• Service Now Certified Implementation Specialist in GRC, FSM, CSM, ITSM, ITAM, CSM, ITBM, HRSD (any 3 certifications required).

• Any certifications in business process consulting are highly advantageous, as are any relevant technical associations/certifications.
• ITIL® Master Certification.
• ITIL 4 Strategic Leader (ITIL SL):
• ITIL 4 Strategist Direct, Plan, and Improve
• ITIL 4 Leader Digital and IT Strategy
• ITIL 4 Managing Professional - any 2
  
  Certifications:
• ITIL 4 Specialist:
  Create, Deliver, and Support
• ITIL 4 Specialist:
  Drive Stakeholder Value
• ITIL 4 Specialist:
  High‑velocity IT

• Prior experience with ITSM tools such as Service Now, BMC Remedy, and HP Service Manager.
• Previous track record of working with ITSM frameworks such as ITIL, COBIT, and ISO 20000.
• Demonstrable experience working with leading Service Management tools and industries (Telecom, Resources, BFSI, etc.).
• Strong background in business process consulting and a proven track record of successfully improving client business…