Process Architect

World Wide Technology; Singapore; Hybrid; SGD 90,000 - 150,000; Full time

Job summary

World Wide Technology seeks a skilled ITSM Process Designer to develop and document workflows for Incident, Problem, Change and Release within EUX services. You will author runbooks and handover artefacts and align workflows with established governance and tooling.

The role requires collaboration with global ITSM owners and stakeholders across time zones. You will validate designs during pilots, refine based on telemetry, and ensure compliant delivery in regulated sectors such as financial

Qualifications

• Experience designing ITSM workflows in regulated environments.
• Ability to deliver process design across Incident, Problem, Change and Release.
• Proven aptitude for translating complex technical concepts for senior stakeholders.
• Familiarity with audit, governance and compliance constraints.

Responsibilities

• Author detailed processes for Incident, Problem, Change and Release across EUX services.
• Document runbooks, escalation matrices and operational handover artefacts.
• Coordinate with Customer ITSM owners to align workflows with tooling and governance.
• Validate workflows during pilots and refine based on telemetry.

Skills

ServiceNow design

Regulated industry delivery

Stakeholder communication

Change control

Compliance awareness

Cross-timezone collaboration

Tools

ServiceNow

Job description

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

• 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
• 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