ServiceNow Architect

Seamless Migration

9h•Remote

About The Position

Seamless Migration is seeking a career and customer-oriented ServiceNow Process Solution Architect to join their team. This role serves as a senior process architecture and transformation advisor for business initiatives enabled by the ServiceNow platform. The architect will partner with business leaders, process owners, and stakeholders to understand strategic objectives, operational challenges, risks, and desired business outcomes. Key responsibilities include leading current-state discovery and process assessments, assessing process maturity and organizational readiness, and facilitating the design of future-state processes that are simplified, standardized, scalable, measurable, controlled, user-centered, and positioned for automation and AI enablement. The architect will challenge assumptions about replicating current-state processes in ServiceNow and identify opportunities to eliminate redundancies and inefficiencies. They will also translate business objectives into clear business capabilities and functional requirements, and partner with ServiceNow Platform Architects and technical teams to translate designs into scalable platform solutions. The role involves developing process architecture artifacts, defining success criteria, preparing processes for AI and automation, and incorporating Organizational Change Management (OCM). Facilitating executive briefings, stakeholder workshops, and collaborating with business analysts and product owners are also key aspects of the position. There is a possible opportunity to convert to a full-time employee after one year.

Requirements

10+ years of progressive experience in business transformation, process architecture, business process management, management consulting, business analysis, operating model design, service management, or related disciplines.
5+ years leading complex business process transformation, process architecture, or business process re-engineering initiatives.
Extensive experience in business transformation, process architecture, business process re-engineering, process improvement, operating model design, or related disciplines.
Ability to assess complex business processes, identify root causes and systemic issues, and design scalable and sustainable future-state processes.
Strong understanding of end-to-end process design, value streams, roles and responsibilities, decision points, controls, performance measures, exceptions, and governance.
Experience assessing process maturity, identifying capability gaps, and developing target-state maturity models and transformation roadmaps.
Strong business acumen with the ability to connect process design to strategic objectives, operational performance, user experience, risk, and measurable business outcomes.
Strong functional understanding of the ServiceNow platform and broad knowledge of CSM, ITSM, SPM, CMDB, ITOM, IRM, SecOps, and related capabilities.
Significant experience with the ServiceNow platform or comparable enterprise workflow and automation platforms.
Ability to identify opportunities for workflow automation, self-service, improved user experiences, stronger controls, and AI-enabled capabilities while collaborating with ServiceNow Platform Architects and technical teams.
Strong understanding of process standardization, simplification, scalability, governance, controls, automation, and continuous improvement.
Understanding of the process, data, knowledge, governance, and organizational foundations required to successfully adopt automation and artificial intelligence.
Exceptional stakeholder management, facilitation, communication, and negotiation skills, including the ability to challenge assumptions, navigate competing priorities, manage resistance, and build alignment around a shared future-state vision.
Proven ability to facilitate complex stakeholder discussions, challenge current-state practices, and achieve alignment among stakeholders with competing priorities.
Strong understanding of Organizational Change Management (OCM), including stakeholder engagement, communications, training, enablement, and adoption.
Strong knowledge of ITIL processes and experience working within Agile/SCRUM delivery environments.
Experience partnering with senior leaders, technical architects, and delivery teams to translate business strategy and process design into functional solutions.
Experience with OCM, Agile/SCRUM, ITIL, process automation, AI-enabled workflows, or process improvement methodologies.
Fluent in English.
US Citizen required

Nice To Haves

ServiceNow CSA, Business Analyst, or relevant CIS certification preferred.
ITIL certification strongly preferred.
Prosci or equivalent OCM certification strongly preferred.
Lean, Lean Six Sigma, BPM, Design Thinking, Service Design, PMP, Agile/SCRUM, SAFe, TOGAF, or Business Architecture certification beneficial.

Responsibilities

Serve as a senior process architecture and transformation advisor for business initiatives enabled by the ServiceNow platform.
Partner with business leaders, process owners, and stakeholders to understand strategic objectives, operational challenges, risks, and desired business outcomes.
Lead current-state discovery and process assessments, including evaluation of roles, responsibilities, handoffs, decision points, controls, pain points, exceptions, and performance measures.
Assess process maturity and organizational readiness and help stakeholders establish practical target-state maturity levels and transformation roadmaps.
Facilitate the design of future-state processes that are simplified, standardized, scalable, measurable, controlled, user-centered, and positioned for automation and AI enablement.
Challenge the assumption that current-state processes should be replicated in ServiceNow and help stakeholders distinguish between true business requirements, required controls, historical practices, and unnecessary complexity.
Identify opportunities to eliminate redundant activities, excessive approvals, unclear ownership, manual handoffs, and other barriers to effective and scalable operations.
Navigate competing stakeholder priorities and facilitate decisions regarding process standardization, ownership, governance, controls, performance measures, and operating models.
Translate business objectives and future-state process designs into clear business capabilities, functional requirements, and desired outcomes that can be enabled through ServiceNow.
Partner with ServiceNow Platform Architects and technical teams to translate future-state process designs into scalable platform solutions while maintaining a clear distinction between process architecture and detailed technical architecture.
Develop process architecture artifacts, including current-state and future-state process maps, value streams, maturity assessments, capability assessments, operating models, and transformation roadmaps.
Define measurable success criteria to evaluate process effectiveness, automation, adoption, user experience, compliance, and business outcomes.
Prepare processes for AI and automation by improving standardization, data and knowledge quality, decision logic, governance, ownership, and exception management.
Evaluate AI and automation opportunities based on business value, process maturity, organizational readiness, risk, and feasibility, prioritizing process simplification before automation.
Incorporate Organizational Change Management (OCM) into future-state design and partner with business leaders and change, communications, training, and enablement resources to support business readiness and sustained adoption.
Facilitate executive briefings, stakeholder workshops, process design sessions, maturity assessments, and decision-making forums.
Collaborate with business analysts and product owners to translate future-state designs into prioritized requirements and provide process guidance throughout Agile/SCRUM delivery.