Process Architect – ServiceNow – Remote – South Africa-based
IT – Software Development
South Africa, Remote
ENVIRONMENT:
Our client is looking for an experienced Process Architect with strong ServiceNow expertise to support enterprise clients in transforming and optimising their service management environments. This individual will play a critical role in analysing, designing, and enhancing end-to-end service processes across ITSM and ESM domains, ensuring alignment with platform capabilities, industry standards, and strategic business goals.
DUTIES:
- Design and document scalable, efficient ITSM/ESM processes aligned with ITIL and client needs
- Map current-state vs future-state processes, identifying gaps and opportunities for improvement
- Work closely with business stakeholders, architects, and ServiceNow developers to shape and translate requirements into practical solutions
- Support platform implementation by ensuring process alignment and technical feasibility
- Facilitate stakeholder workshops, solution design sessions, and sign-off processes
- Provide process governance guidance and input into sprint cycles, testing, and go-live activities
REQUIREMENTS:
Key Requirements
- 3–7+ years in a Process Architect, Business Analyst, or ITSM Consultant role
- Strong understanding of ServiceNow modules (ITSM core; bonus for HRSD, CSM, CMDB, or GRC)
- Proven experience in process mapping and optimisation across large or complex organisations
- Solid working knowledge of ITIL v3/v4 frameworks (certification advantageous)
- Familiarity with Agile or hybrid delivery environments
- Excellent communication, facilitation, and documentation skills
Advantageous
- SAM or HAM
- ServiceNow certifications (CSA, CIS-ITSM, CIS-Discovery, etc.)
- Experience using tools like Lucidchart, Visio, or BPMN tools for process design
- Exposure to frameworks such as ISO/IEC 20000, COBIT, or DevOps practices
- Previous client-facing consulting experience
ATTRIBUTES:
- Brings both strategic thinking and practical implementation capability
- Can confidently drive conversations with business and technical stakeholders
- Enjoys working across dynamic environments with high impact outcomes