- Company Name
- Deloitte
- Job Title
- ITSM Process & Product Architect - ServiceNow, Deloitte Global Technology
- Job Description
-
**Job Title:** ITSM Process & Product Architect - ServiceNow
**Role Summary**
Lead the design and modernization of IT Service Management (ITSM) processes using ServiceNow and emerging technologies, focusing on automation, AI integration, and cloud solutions to streamline operations and reduce technical debt. Collaborate with multidisciplinary teams to architect innovative, scalable ITSM solutions.
**Expectations**
Design and implement next-generation ITSM strategies, leveraging ServiceNow, AI, and cloud technologies. Drive cross-organizational collaboration to enhance IT operations through process automation, technical governance, and integration of monitoring tools for self-healing workflows.
**Key Responsibilities**
- Architect ITSM processes, aligning with Service Strategy, Transition, and Operations frameworks to modernize value streams.
- Assess "as-is" processes, identify gaps, and design technical solutions for hybrid cloud/on-premise environments.
- Integrate monitoring (Dynatrace, Observability) and AI solutions (Agentic AI, ML) into automated workflows and customer experiences.
- Influence technical roadmaps by optimizing platform capabilities, reducing technical debt, and automating remediation workflows.
- Collaborate with global teams, vendors, and stakeholders to align ITSM innovations with business requirements.
- Translate client pain points into tailored technical solutions using platform capabilities and architecture.
**Required Skills**
- 5+ years designing IT operations processes with enterprise-grade solutions (3+ years in ServiceNow).
- Expertise in ITSM/ITIL frameworks, data governance, and hybrid cloud (Azure, AWS, Google Cloud) automation.
- Experience with Agentic AI, Predictive AI, machine learning, and automation in technical implementation.
- Proficiency in ServiceNow (customization, workflow design), Observability tools, and orchestration technologies.
- Strong stakeholder communication skills to simplify complex technical concepts and advocate for process improvements.
- Proven collaboration in matrix environments, balancing technical and business priorities.
**Required Education & Certifications**
- Bachelor’s degree in Computer Science, IT, or related field.
- Desired certifications: ServiceNow certifications (e.g., Certified Application Developer), ITIL, or cloud-specific credentials (AWS/Azure/GCP).