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Process Architect – ServiceNow - Remote – South Africa-based

DataFinWorkFromHome, Mpumalanga, South Africa

5 days ago

Job type

Remote

Job description

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

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Architect • WorkFromHome, Mpumalanga, South Africa

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