Senior Process Architect

Duties and Responsibilities

Responsibilities:

• Serve as a process expert for the relevant project implementation.
• Facilitate sessions to gather and document business requirements, create requirements traceability to assist with development and testing.
• Collaborate with clients to define and/or understand Service Now processes, leveraging your deep understanding of functional areas and technology implementations.
• Lead process and requirements workshops, working closely with clients to identify their needs for implementing best practice frameworks embedded in the technology solutions.
• Support and guide key stakeholders throughout the engagement, ensuring their requirements are met and their expectations exceeded
• Support clients to lead the organisation change initiative.
• Contribute to developing and testing solutions, collaborating with technical resources to deliver high-quality results.
• Act as a trusted advisor to clients, providing insights and recommendations to drive their business forward
• Juggle multiple projects and initiatives simultaneously, delivering exceptional results within deadlines.

Duties:

• Lead & collaborate with customers in their efforts to take advantage of the ServiceNow platform to improve their ITSM and ITIL processes
• Analyse and map current business processes to identify opportunities for optimisation and automation.
• Build, test and implement process improvements in collaboration with cross functional teams.
• Design and develop new process models and workflows to drive efficiency and effectiveness across the client s value chain according to the best practices in the industry.
• Collaborate with project managers to ensure that project timelines are met.
• Maintain Process Improvement Logs Requirements and acceptance criteria for Future (TO BE) business processes and customer journeys
• Develop and implement process metrics to track and analyse process performance and identify opportunities for continuous improvements
• Communicate process changes, requirements and timelines across the organisation to all relevant stakeholders
• Provide necessary expertise and support to other departments as necessary.
• Lead, Mentor and Support Process Consultants and Associate Process Consultants
• Promote continuous improvement practices, constantly seeking ways to enhance our delivery and engagement materials.
• Ensure quality documentation standards are adhered to by checking documentation evidencing the deliverable for completeness and correctness before submitting to the Project Team and Stakeholders

Key Measures and Targetsbr

• Customer Satisfaction (CSAT Score of Projects 4,2 out of 5)Net Promoter Score (NPS Score > XX )Meeting Project Timelines as per Project plan
• Service Now and relevant technology upskilling and certifications
• Internal Process Improvements
• Contribution to Innovation