ITSM Process Architect

3 weeks ago


Sterling Heights, Michigan, United States Nine Mind Solutions Full time

We are seeking a highly skilled ITSM Process Designer to drive consumption, adoption, and customer satisfaction and ultimately help our customers grow their business on the ServiceNow platform by getting them to see the value of their ServiceNow investment.

Key Responsibilities:

  • Lead and collaborate with customers in their efforts to take advantage of the ServiceNow platform to improve their ITSM and ITIL processes.
  • Be a key member of an overall engagement team focused on delivering customer outcomes.
  • Lead customer design workshops.
  • Guide customers in defining and refining business requirements for functional aspects of the solution.
  • Draft user stories, their acceptance criteria, testing strategy, and knowledge transfer while supporting customers in reviewing and approving them.
  • Manage and communicate ITSM process and business requirements to the delivery team to ensure that the proposed solutions meet customer expectations.
  • Contribute towards continuous improvement of leading practices.
  • Grow and mentor other members of ServiceNow and the partner ecosystem.

Required Skills:

  • Significant consulting experience within complex, global organizations with the ability to influence and consult in an ITIL/ITSM Services environment.
  • Experience in defining and deploying future-state ITSM processes and in identifying solutions from a people, process, and technology perspective.
  • Excellent communication and presentation skills.
  • Experience in analyzing and recommending ITSM strategies based on business priorities.
  • Excellent interpersonal skills, customer-centric attitude, and experience working with diverse teams.
  • Strong problem-solving and analytical skills with an aptitude and passion for learning new technologies.
  • Familiarity with the ServiceNow platform, including development of customizations beyond out-of-box.
  • Strong documentation and technical writing experience.

Desired Skills:

  • Experience with Scaled Agile Framework (SAFe) knowledge and experience.
  • Experience with collaboration tools including MS Teams, MS Outlook, MS SharePoint, Atlassian Jira, Atlassian Confluence, and Atlassian Jira Align.

Required Education:

Bachelor's degree in Systems Engineering, Computer Science, Information Systems, or related technical field. Two years of related work experience may be substituted for each year of degree-level education.



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