ITIL Process Owner and Design Engineer

Odyssey

6d•Hybrid

About The Position

We are seeking a Senior Process Architect to lead and accelerate our ITIL maturity journey as a core component of the 2026 IT strategy. This role will be accountable for designing, standardizing, and governing enterprise IT service management processes, ensuring they are auditable, scalable, and fully aligned with ITIL v4 best practices. The Senior Process Architect will serve as the bridge between process, tooling, and operations, ensuring that ServiceNow is implemented as an enabler of mature ITIL processes—not just a workflow engine. This role is critical to improving operational efficiency, audit readiness, automation, and management reporting across the global IT organization.

Requirements

10+ years of experience in IT Service Management, ITIL process design, or IT operations transformation
Deep hands-on experience designing ITIL processes within ServiceNow
Strong knowledge of ITIL v4, with demonstrated experience driving maturity improvements
Experience with CMDB, asset management, workflow design, and reporting data models
Proven ability to work across global, matrixed organizations
Strong communication skills with the ability to engage technical teams, leadership, and auditors
ITIL certification required (ITIL v4 Managing Professional preferred)

Responsibilities

Own the end-to-end design, documentation, and governance of ITIL processes, including: Incident Management Problem Management Change Enablement Asset & Configuration Management (CMDB / EUC Asset 360)
Establish standardized process models, RACI, policies, and control points aligned to ITIL v4 and enterprise governance expectations.
Drive measurable maturity improvements across people, process, and technology.
Partner with the ServiceNow platform team to ensure process-first design of workflows, forms, data models, and integrations.
Lead CMDB and data-mapping standards to enable accurate management reporting, workload analysis, and audit traceability.
Reduce technical debt by ensuring scalable, supportable ServiceNow designs.
Identify and prioritize automation opportunities across ticket routing, incident resolution, asset lifecycle management, and self-service.
Collaborate with ServiceNow and AI teams to align ITIL processes with Moveworks and future AI-driven capabilities.
Improve mean time to resolution (MTTR), service availability, and operational consistency.
Embed governance checkpoints into ITIL processes to support SOX, internal audit, and regulatory expectations.
Improve quarterly and executive reporting related to: Workload distribution Time allocation Service performance trends
Ensure processes are repeatable, measurable, and defensible.
Serve as a foundational enabler for enterprise initiatives including: ITIL Maturity Improvement Program Moveworks AI rollout Asset 360 / EUC modernization Global ticket routing and follow-the-sun support
Act as a trusted SME across Infrastructure, Service Desk, Security, and Business IT teams.