ITSM Process Architect

Allegion; United States; On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health, dental and vision insurance

Unlimited Paid Time Off

401K plan with 6% match

Tuition Reimbursement

Employee Discounts

Job summary

Allegion is seeking an ITSM Quality Architect to ensure reliable IT service management processes. This role involves defining ITSM quality standards and designing automated quality checks in various platforms.

Qualified candidates should have 5+ years of IT experience, preferably in ITSM, and a Bachelor’s degree in a relevant field is required. The role comes with numerous benefits including health insurance, unlimited Paid Time Off, and a 401K plan with company match.

Qualifications

• 5+ years IT experience; ITSM space preferred.
• 3+ years experience in designing or leading ITSM process/tooling.
• Experience with AI/automation governance in ITSM contexts.

Responsibilities

• Define and socialize ITSM quality standards and controls.
• Design automated quality gates and validation checks.
• Manage vendor SLAs and coordinate security during incidents.

Skills

IT service management knowledge

API reading and influencing

SQL and Python/PowerShell skills

Excellent communication skills

Problem-solving skills

Education

Bachelor’s degree in computer science, IT, or related field

Master’s degree preferred

Tools

ServiceNow

Jira Service Management

Excel

Power BI

Tableau

Job description

Role Overview

The ITSM Quality Architect is responsible for ensuring IT service management processes and tooling are designed, governed and continuously improved to deliver reliable, auditable, business-aligned services.

What You Will Do

Define, document and socialize enterprise ITSM quality standards and controls (incident, change, CMDB, knowledge, problem, request) to ensure services are reliable, auditable and business aligned. Design and own automated quality gates and validation checks in tooling (ITSM platform integrations, workflow rules, CI/CD pipelines, test suites) to enforce standards at scale.

Why It Might Be a Fit

Qualified candidates must be legally authorized to be employed in the United States. The company does not intend to provide sponsorship for employment visa status (e.g., H-1B, TN, etc.) for this employment position.

Requirements

• 5+ years IT experience; ITSM space preferred
• Bachelor’s degree in computer science, Information Systems, Engineering, or a related field required; Master’s degree preferred
• 3+ years of experience in IT service management, with demonstrated experience designing or leading ITSM process/tooling and governance (incident, change, CMDB, knowledge, problem)
• Proven ability to identify business and customer needs and translate them into specification-driven, auditable solutions in compliance-sensitive environments
• Deep working knowledge of service management and governance frameworks (ex. ITIL 4) and practical experience applying them at scale
• Hands‑on experience with major ITSM platforms and tooling (e.g., ServiceNow, Jira Service Management), CMDB/discovery solutions, and integrations with monitoring/CI‑CD/automation systems
• Practical familiarity with AI/automation governance in ITSM contexts (model selection, validation, monitoring, explainability, human‑in‑the‑loop controls, drift detection, and data/privacy safeguards)
• Strong technical literacy: ability to read and influence APIs, basic scripting or query skills (e.g., SQL, Python/PowerShell), and proficiency with Microsoft Office and reporting/visualization tools (Excel, Power BI, Tableau)
• Excellent verbal and written communication skills with a track record of influencing cross‑functional stakeholders and presenting program status to senior leadership
• Demonstrated experience building and operationalizing quality gates, automated validation checks, rollback strategies, and post‑implementation review processes
• Solid problem‑solving and analytical skills, attention to detail, and a continuous‑improvement mindset
• Experience managing vendors and third‑party SLAs, and coordinating security and legal stakeholders during incidents and disclosures

Benefits

• Health, dental and vision insurance coverage
• Unlimited Paid Time Off
• 401K plan with 6% company match and no vesting period
• Health Savings Accounts
• Flexible Spending Accounts
• Disability Insurance
• Life Insurance
• Tuition Reimbursement
• Voluntary Wellness Program
• Employee Discounts through Perks at Work
• Community involvement and opportunities to give back
• Opportunities to leverage your unique strengths through Clifton Strengths assessment and coaching