Digital Technology Business Architect - Customer Support & Managed Services
About The Position
Digital Technology Business Architect - Customer Support & Managed Services Description - Job Summary This role manages and coordinates the Business Process Architecture across the Digital Technology Customer Support and Managed Services organization. It manages and publishes the organization's Reference Architecture. It sets clear standards for how processes are documented, measured, and improved, with quality checks to ensure changes deliver the desired outcomes. The role maps end‑to-end workflows, roles, and handoffs; aligns designs to business goals and compliance needs; and identifies bottlenecks and waste to improve speed, accuracy, and capacity. It partners with business and IT to translate needs into clear requirements, prioritize improvements (including automation), and support change management and continuous learning. The role maintains clear communication with stakeholders, providing regular updates, addressing concerns, and managing expectations.
Requirements
- Four-year or Graduate Degree in Computer Science, Information Systems, or any other related discipline or commensurate work experience or demonstrated competence.
- Typically has 10+ years of work experience, preferably in applications engineering, programming, or a related field.
- Business Analysis
- Business Process Engineering
- Agile Methodology
- Amazon Web Services
- Application Programming Interface (API)
- Automation
- DevOps
- Microsoft Azure
- Scalability
- Software Engineering
- Cross-Org Skills
- Effective Communication
- Results Orientation
- Learning Agility
- Digital Fluency
- Customer Centricity
Nice To Haves
- Programming Language/s Certification (Java, C++, Python, JavaScript, or similar)
Responsibilities
- Oversees enterprise business process architecture and improvement initiatives across multiple teams and functions.
- Determines, assigns, tracks, and manages process design and optimization work, documentation, milestones, and dependencies to ensure successful outcomes.
- Develops organization‑wide process architecture, standards, and methodologies (e.g., modeling, governance, and controls) across regions and business units.
- Identifies and evaluates new methods, tools, and partners (e.g., BPM/workflow, process mining, RPA) for fit with the operating model and business value; creates integration and rollout plans.
- Reviews process designs and transformation projects for compliance with standards, policies, and controls; provides actionable feedback to improve outcomes and reduce operational risk.
- Provides cross‑functional leadership and clearly communicates process architecture, target operating models, and transformation strategies.
- Advances operational excellence by embedding quality, compliance, risk management, and continuous improvement practices; leads initiatives to raise process maturity.
- Uses domain expertise and business acumen to influence executive decisions, guide partner engagements, and align with industry practices and enterprise roadmaps.
- Coaches and mentors process analysts and practitioners, setting the example for innovation, disciplined execution, and measurable business impact.
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- Long term/short term disability insurance
- Employee assistance program
- Flexible spending account
- Life insurance
- Generous time off policies, including;
- 4-12 weeks fully paid parental leave based on tenure
- 11 paid holidays
- Additional flexible paid vacation and sick leave
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
5,001-10,000 employees
