Process Architect - South Africa

Quintica Sa; Johannesburg; On-site; ZAR 500 000 - 700 000; Full time

Job summary

A consulting organization based in Johannesburg is seeking an expert in IT Service Management processes to enhance client business operations. The role requires strong experience with ITIL frameworks and ServiceNow tools, focusing on designing efficient business processes and guiding stakeholder interactions. The successful candidate will have a relevant degree, multiple ITIL certifications, and proven experience in business process consulting. This position offers a dynamic work environment focused on continuous improvement and stakeholder satisfaction.

Qualifications

• Bachelor's degree in computer science, Information Technology, or a related field.
• ITIL 4 Foundation Certified.
• ServiceNow CSA Required.

Responsibilities

• Design and optimize business processes for efficiency.
• Serve as subject matter expert on IT Service Management.
• Gather requirements and prepare Functional Requirement Specifications.

Skills

ITIL knowledge

ServiceNow expertise

Business process consulting

Stakeholder management

Strategic thinking

Education

Bachelor's degree in computer science or related field

ITIL 4 Foundation Certification

ServiceNow CSA

Tools

ServiceNow

BMC Remedy

HP Service Manager

Job description

Job Overview and Purpose

Contribute to the overall success of the organization by designing and optimizing business processes that drive efficiency, effectiveness, and customer satisfaction.

Duties and Responsibilities

Serve as a subject matter expert on IT Service Management (GRC, FSM, CSM, ITSM, ITAM, ITOM, etc.) processes and guide clients toward ITIL 4 constructs.

Articulate and drive a services-based Service Management approach versus a (legacy) process-based Service Management approach.

Conduct client meetings to gather, articulate, and document business and functional requirements from stakeholders.

Prepare the Functional Requirement Specifications (FRS) or Requirement Traceability Matrices (RTMs).

Design and document Service Management process designs based on business and functional requirements.

Communicate functional and process designs to both project and client leadership.

Work with technical specialists who will configure / customize solutions in alignment with the design.

Validate solution builds and prepare for test phases by creating test scripts that allow stakeholders to validate the design.

Act as the single point of contact for process / functional queries raised during the testing phase.

Provide input to other teams (data, change management teams) in the creation of their deliverables.

Train stakeholders on new processes and coordinate test efforts to ensure processes are executed per design.

Assist and support continuous process improvement practices.

Build excellent trust-based relationships and an impressive reputation with client stakeholders for accuracy and quality of delivery.

Solve problems quickly and calmly while contributing to deliverables.

Organize and execute test cycles, developing test scripts and automated testing processes using ATF.

Assist the project team that manages and communicates the business process and business requirements, ensuring that the proposed solutions meet customer expectations.

Document user stories with acute attention to detail, review them with stakeholders, gain acceptance criteria, and manage user stories throughout the development lifecycle with local and remote teams.

Be a technically savvy architect who can navigate complex environments and form client relationships that allow for engagement as a trusted advisor to solve business problems.

Possess strong commercial acumen and the ability to create, sell, and deliver large-scale engagements.

Key Measures and Targets

% chargeability (minimum >

% 80% through the appraisal year.

Ensure zero escalations from Project PMs, Clients, etc.

Certifications

Complete at least :

2 CIS – Certified Implementation Specialists per year.

5 Micro-Certifications per year.

1 Sales / Pre-sales accreditation per month.

Bid-to-win ratio of 80%

Attain customer satisfaction ratings of 4.5 out of 5 CSAT scores on all projects by meeting individual project quality success metrics as measured by the project leader.

Education, Certifications, and Qualifications

MUST HAVE

• Bachelor's degree in computer science, Information Technology, or a related field.
• ITIL 4 Foundation Certified.
• ServiceNow CSA Required.
• ServiceNow Certified Implementation Specialist in GRC, FSM, CSM, ITSM, ITAM, CSM, ITBM, HRSD (any 3 certifications required).

NICE TO HAVE

• Any certifications in business process consulting are highly advantageous, as are any relevant technical associations / certifications.
• ITIL® Master Certification.
• ITIL 4 Strategic Leader (ITIL SL) :
• ITIL 4 Strategist Direct, Plan, and Improve
• ITIL 4 Leader Digital and IT Strategy
• ITIL 4 Managing Professional - any 2 Certifications :
• ITIL 4 Specialist : Create, Deliver, and Support
• ITIL 4 Specialist : Drive Stakeholder Value
• ITIL 4 Specialist : High-velocity IT

Industry and Technical Skills and Experience

MUST HAVE

• Prior experience with ITSM tools such as ServiceNow, BMC Remedy, and HP Service Manager.
• Previous track record of working with ITSM frameworks such as ITIL, COBIT, and ISO .
• Demonstrable experience working with leading Service Management tools and industries (Telecom, Resources, BFSI, etc.).
• Strong background in business process consulting and a proven track record of successfully improving client business outcomes.
• Exhibit a combination of management, consultancy, project delivery, and technical skills.
• Demonstrated ability and experience advising and influencing key stakeholders, both internal and external, providing insights that lead to key decision-makingli>
• Able to think strategically and laterally, be innovative, and find creative solutions to client problems.
• Ability to influence and inspire change, both across the organization and with external stakeholders.

NICE TO HAVE

• At least 5 years of professional experience working in IT Service Management with tangible expertise in working in a services-based construct (not just a process-based construct).

Knowledge

In-depth knowledge of business process consulting within the Application / Business Management / IT Service Management space.

Knowledge of GRC processes.

Advanced knowledge of Microsoft Office Suite – Excel, PowerPoint, etc.

Personal Attributes and Behavioral Competencies

PERSONAL ATTRIBUTES

• Think of solutions and provide resolution when escalating to project / client leadership for final decisions.
• Ability to collaborate with client executives at the operational level.
• Ability to work under pressure, plan personal workload effectively, and delegate.
• Can negotiate to achieve a “win-win” outcome.
• Ability to understand new issues quickly and make wise decisions.
• Ability to interface and maintain effective working relationships across multiple stakeholders.
• Creative and strategic thinker who demonstrates calmness and composure under pressure and uncertainty.
• Ability to inspire confidence and create trust.

BEHAVIORAL COMPETENCIES

• Self-motivated and proactive, with excellent time management and prioritization skills.
• Ability to manage anger.
• Ability to adjust to changing situations and new challenges. Be meticulous and thorough in work, ensuring that no details are overlooked.
• Be emotionally supportive. Work effectively with others and contribute to the team's success.