Role purpose

Designs the ITSM process workflows that support delivery of stable EUX operations — Incident, Problem, Change and Release Management aligned to Customer's operational governance standards.

Key responsibilities

Author detailed process workflows for Incident, Problem, Change and Release across the in-scope EUX services.
Document runbooks, escalation matrices, and operational handover artefacts.
Partner with Customer ITSM owners to align workflows to existing tooling and governance.
Validate workflows during pilot and refine based on operational telemetry.

Required experience and qualifications

5+ years designing ITSM processes for enterprise organisations.
ServiceNow process design experience preferred.
Demonstrable delivery of process design on at least one regulated-industry transformation.
Demonstrable delivery experience in a regulated industry — financial services, government, pharmaceuticals, energy or similar — including familiarity with change control, audit and compliance constraints.
Experience working in a large, geographically distributed global organisation, comfortable operating across multiple time zones and cultural contexts.
Experience working within a globally distributed team, collaborating effectively across multiple time zones and cultural contexts.
Excellent written and verbal communication skills; able to engage with senior stakeholders and translate technical detail for non-technical audiences.
Comfortable working in a hybrid client/partner team with clear ownership boundaries.

Technical skill

sITSM design — Incident, Problem, Change, Release, Demand & Capacity, Financial Controls
.Service Transition planning aligned to Customer operational governance and tooling
.Process workflow design and runbook authoring
.Target-state operations model definition and BAU handover

.Desirabl

eBanking or finance experience
.Experience in role, delivering complex, global End User transformation in a regulated industry
.ITIL v4 Foundation (Managing Professional preferred) or equivalent service-management certification

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Process Architect