ITSM Process Architect

Allegion•Remote, Indiana, IN

1d•$95,000 - $110,000•Remote

About The Position

The ITSM Quality Architect is responsible for ensuring IT service management processes and tooling are designed, governed and continuously improved to deliver reliable, auditable, business‑aligned services. Core focus areas include setting standards and controls (incident, change, CMDB, knowledge, problem, request), defining KPIs, and bridging service owners, operations, security and vendors to embed practical, automated quality checks and enablement. The role also provides AI oversight—governing safe, compliant use of AI/automation in ITSM (model selection, monitoring, explainability, human‑in‑the‑loop controls, drift detection and data/privacy safeguards) to ensure AI adds measurable value without increasing risk. Qualified candidates must be legally authorized to be employed in the United States. The company does not intend to provide sponsorship for employment visa status (e.g., H-1B, TN, etc.) for this employment position. Remote: At Allegion, we recognize that great talent and breakthrough ideas can come from anywhere. That’s why this position offers a flexible remote work arrangement, with occasional on-site visits as needed based on the role. Whether you’re working remotely or collaborating in person, we’re committed to providing the tools, support, and dynamic environment you need to succeed. At Allegion, your career thrives where innovation meets flexibility, empowering you to achieve your goals while maintaining a healthy work-life balance. While this is the current structure and we currently have no plans to change, we reserve the right to make changes to the remote schedule as needed at the Company’s discretion.

Requirements

5+ years IT experience; ITSM space preferred
Bachelor’s degree in computer science, Information Systems, Engineering, or a related field required; Master’s degree preferred.
3+ years of experience in IT service management, with demonstrated experience designing or leading ITSM process/tooling and governance (incident, change, CMDB, knowledge, problem).
Proven ability to identify business and customer needs and translate them into specification‑driven, auditable solutions in compliance‑sensitive environments.
Deep working knowledge of service management and governance frameworks (ex. ITIL 4) and practical experience applying them at scale.
Hands‑on experience with major ITSM platforms and tooling (e.g., ServiceNow, Jira Service Management), CMDB/discovery solutions, and integrations with monitoring/CI‑CD/automation systems.
Practical familiarity with AI/automation governance in ITSM contexts (model selection, validation, monitoring, explainability, human‑in‑the‑loop controls, drift detection, and data/privacy safeguards).
Strong technical literacy: ability to read and influence APIs, basic scripting or query skills (e.g., SQL, Python/PowerShell), and proficiency with Microsoft Office and reporting/visualization tools (Excel, Power BI, Tableau).
Excellent verbal and written communication skills with a track record of influencing cross‑functional stakeholders and presenting program status to senior leadership.
Demonstrated experience building and operationalizing quality gates, automated validation checks, rollback strategies, and post‑implementation review processes.
Solid problem‑solving and analytical skills, attention to detail, and a continuous‑improvement mindset.
Experience managing vendors and third‑party SLAs, and coordinating security and legal stakeholders during incidents and disclosures.
Willingness to travel occasionally for vendor engagements, cross‑site workshops, or industry events (typically up to ~20%).

Nice To Haves

ITIL 4 (Strategic Leader or Managing Professional)
ServiceNow Certified Administrator/Implementer
CISM or CISSP
Any formal AI/governance certifications

Responsibilities

Define, document and socialize enterprise ITSM quality standards and controls (incident, change, CMDB, knowledge, problem, request) to ensure services are reliable, auditable and business aligned.
Design and own automated quality gates and validation checks in tooling (ITSM platform integrations, workflow rules, CI/CD pipelines, test suites) to enforce standards at scale.
Establish KPIs, SLAs and outcome metrics (MTTR, first contact resolution, change success rate, CMDB accuracy, KB usefulness, deflection) and build dashboards and reporting for service owners and executives.
Approve the design and maintenance of standard change processes and templates, preauthorized security/patch workflows, and canary/pilot rollout patterns to accelerate safe remediation.
Bridge service owners, operations, security, compliance and vendors to translate business risk into practical remediation priorities and measurable acceptance criteria.
Validate CMDB governance against Industry Standards: model, data quality rules, discovery/inventory integration, relationships, and periodic reconciliation processes.
Validate knowledge management quality: taxonomy, KB curation guidelines, RAG/embedding pipelines for AI assistants, and measurement of KB effectiveness.
Oversee AI/automation governance for ITSM: set criteria for model selection, vendor evaluation, testing/validation, explainability requirements, human‑in‑the‑loop controls, drift detection, monitoring and model lifecycle controls.
Validate data handling and privacy safeguards for AI use (data minimization, anonymization, access controls, logging, and vendor/data residency compliance).
Run periodic audits, post‑implementation reviews and continuous improvement cycles; turn findings into prioritized remediation roadmaps and measurable improvements.
Build enablement and certification programs for platform administrators, service owners and change approvers so quality controls are adopted and sustained.
Manage third‑party/vendor quality agreements related to ITSM tooling and AI providers, including SLAs, security assessments and remediation commitments.
Represent ITSM quality in cross functional governance forums and present program status, risks and ROI to senior leadership.