ServiceNow Process Architect

Salt; Abu Dhabi; On-site; AED 210,000 - 320,000; Full time

Job summary

Salt is seeking a ServiceNow Process Architect to lead digital transformation by designing and optimising business processes across ITSM, ITOM, GRC, FSM and CSM. You will act as a trusted advisor to clients, run requirement workshops, and ensure solutions align with ITIL 4 principles.

The role requires deep ServiceNow knowledge, strong process design skills, and a track record in client-facing delivery, with emphasis on driving efficiency and measurable improvements in complex enterprise

Qualifications

• Bachelor's degree in Computer Science, IT, or related field required.
• ITIL 4 Foundation and ServiceNow CSA certifications required.
• Three+ ServiceNow Implementation Specialist certifications required.
• Proven experience with ServiceNow and ITSM tooling.
• Experience in client-facing business process consulting and delivery.

Responsibilities

• Act as SME across ITSM, ITAM, ITOM, GRC, FSM, and CSM.
• Lead workshops to capture requirements, prepare Functional Specifications, and design Service Management processes.
• Guide clients in adopting ITIL 4-aligned service approaches.
• Validate builds, support testing cycles, and create test scripts (ATF).
• Document and manage user stories through the development lifecycle.
• Provide training and change support for new processes.
• Build strong client relationships and act as a trusted advisor.
• Drive continuous improvement in large-scale engagements.

Skills

Process design

Stakeholder management

Client-facing delivery

ITIL knowledge

Education

Bachelor's degree in Computer Science, IT, or related field

ITIL 4 Foundation

ServiceNow CSA

3+ ServiceNow Implementation Specialist certifications (GRC, FSM, ITSM, ITAM, ITBM, HRSD, CSM)

Tools

ServiceNow

BMC Remedy

Job description

We are looking for a ServiceNow Process Architect to support digital transformation projects by designing and optimising business processes that drive efficiency, effectiveness, and customer satisfaction. This role requires deep ServiceNow knowledge, strong process design skills, and the ability to act as a trusted advisor to clients.

Key Responsibilities

• Act as subject matter expert across ITSM, ITAM, ITOM, GRC, FSM, and CSM.
• Lead workshops to capture requirements, prepare Functional Specifications, and design Service Management processes.
• Guide clients in adopting a services-based approach aligned with ITIL 4.
• Work with technical specialists to ensure solutions align with process design.
• Validate builds, support testing cycles, and create test scripts (including ATF).
• Document and manage user stories through the development lifecycle.
• Provide training and change support for new processes.
• Build strong client relationships and act as a trusted advisor.
• Drive continuous improvement and contribute to large-scale engagements.

Requirements

• Bachelor's degree in Computer Science, IT, or related field.
• ITIL 4 Foundation + ServiceNow CSA.
• 3+ ServiceNow Implementation Specialist certifications (e.g., GRC, FSM, ITSM, ITAM, ITBM, HRSD, CSM).
• Proven experience with ServiceNow, BMC Remedy, or similar ITSM tools.
• Track record of applying ITIL, COBIT, ISO 20000 frameworks.
• Experience in business process consulting and client-facing delivery.
• Strong commercial acumen and ability to engage stakeholders.

What's on Offer

• Opportunity to shape Service Management transformation projects.
• Exposure to multiple ServiceNow modules and enterprise clients.
• A collaborative and dynamic environment that values innovation and professional growth.

Salt is acting as an Employment Agency in relation to this vacancy.