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Job Description
Process Architect – JHBOther
Johannesburg – Gauteng – South Africa
Johannesburg – Gauteng – South Africa
ENVIRONMENT:
A leading tech-driven hospitality group is on the hunt for a Process Architect to streamline and elevate their business operations by designing and optimizing processes that boost efficiency, enhance effectiveness, and improve customer satisfaction. The ideal candidate will hold a Bachelors degree in Computer Science, Information Technology, or a related field, along with ITIL 4 Foundation Certification and ServiceNow CSA credentials. This is a key role for someone passionate about driving operational excellence in a fast-evolving digital environment.
DUTIES:
- Serve as a subject matter expert on IT Service Management (GRC, FSM, CSM, ITSM, ITAM, ITOM, etc.) processes and guide clients toward ITIL 4 constructs.
- Articulate and drive a services-based Service Management approach versus a (legacy) process-based Service Management approach.
- Conduct client meetings to gather, articulate, and document business and functional requirements from stakeholders. Prepare the Functional Requirement Specifications (FRS) or Requirement Traceability Matrices (RTMs).
- Design and document Service Management process designs based on business and functional requirements.
- Communicate functional and process designs to both project and client leadership.
- Work with technical specialists who will configure/customize solutions in alignment with the design.
- Validate solution builds and prepare for test phases by creating test scripts that allow stakeholders to validate the design. Act as the single point of contact for process/functional queries raised during the testing phase.
- Provide input to other teams (data, change management teams) in the creation of their deliverables.
- Train stakeholders on new processes and coordinate test efforts to ensure processes are executed per design.
- Assist and support continuous process improvement practices.
- Build excellent trust-based relationships and an impressive reputation with client stakeholders for accuracy and quality of delivery.
- Solve problems quickly and calmly while contributing to deliverables.
- Organize and execute test cycles, developing test scripts and automated testing processes using ATF.
- Assist the project team that manages and communicates the business process and business requirements, ensuring that the proposed solutions meet customer expectations.
- Document user stories with acute attention to detail, review them with stakeholders, gain acceptance criteria, and manage user stories throughout the development lifecycle with local and remote teams.
- Be a technically savvy architect who can navigate complex environments and form client relationships that allow for engagement as a trusted advisor to solve business problems.
- Possess strong commercial acumen and the ability to create, sell, and deliver large-scale engagements.
REQUIREMENTS:
Education, Certifications, and Qualifications
MUST HAVE
- Bachelors degree in computer science, Information Technology, or a related field.
- ITIL 4 Foundation Certified.
- ServiceNow CSA Required.
- ServiceNow Certified Implementation Specialist in GRC, FSM, CSM, ITSM, ITAM, CSM, ITBM, HRSD (any 3 certifications required).
NICE TO HAVE
- Any certifications in business process consulting are highly advantageous, as are any relevant technical associations/certifications.
- ITIL Master Certification.
- ITIL 4 Strategic Leader (ITIL SL):
- ITIL 4 Strategist Direct, Plan, and Improve
- ITIL 4 Leader Digital and IT Strategy
- ITIL 4 Managing Professional – any 2 Certifications:
- ITIL 4 Specialist: Create, Deliver, and Support
- ITIL 4 Specialist: Drive Stakeholder Value
- ITIL 4 Specialist: High-velocity IT
Industry and Technical Skills and Experience
MUST HAVE
- Prior experience with ITSM tools such as ServiceNow, BMC Remedy, and HP Service Manager.
- Previous track record of working with ITSM frameworks such as ITIL, COBIT, and ISO 20000.
- Demonstrable experience working with leading Service Management tools and industries (Telecom, Resources, BFSI, etc.).
- Strong background in business process consulting and a proven track record of successfully improving client business outcomes.
- Exhibit a combination of management, consultancy, project delivery, and technical skills.
- Demonstrated ability and experience advising and influencing key stakeholders, both internal and external, providing insights that lead to key decision-making.
- Able to think strategically and laterally, be innovative, and find creative solutions to client problems.
- Ability to influence and inspire change, both across the organization and with external stakeholders.
NICE TO HAVE
- At least 5 years of professional experience working in IT Service Management with tangible expertise in working in a services-based construct (not just a process-based construct).
Knowledge
- In-depth knowledge of business process consulting within the Application/Business Management/IT Service Management space.
- Knowledge of GRC processes.
- Advanced knowledge of Microsoft Office Suite Excel, PowerPoint, etc.
ATTRIBUTES:
- Think of solutions and provide resolution when escalating to project/client leadership for final decisions.
- Ability to collaborate with client executives at the operational level.
- Ability to work under pressure, plan personal workload effectively, and delegate.
- Can negotiate to achieve a “win-win” outcome.
- Ability to understand new issues quickly and make wise decisions.
- Ability to interface and maintain effective working relationships across multiple stakeholders.
- Creative and strategic thinker who demonstrates calmness and composure under pressure and uncertainty.
- Ability to inspire confidence and create trust.
- Self-motivated and proactive, with excellent time management and prioritization skills.
- Ability to manage anger.
- Ability to adjust to changing situations and new challenges.
- Be meticulous and thorough in work, ensuring that no details are overlooked.
- Be emotionally supportive.
- Work effectively with others and contribute to the team’s success.
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