Role: ServiceNow Solutions Engineer/Architect T3
Duration: 12+ Months
Location: Herndon, VA (HER) remote (for local candidate it's Hybrid)
Description:
Possible convert to hire after 1 year
Candidate can be remote but if they are within 30 miles of Herndon they would be required to be in office 1 day a week (Can change based on business needs)
REQUIREMENTS:
Extensive experience in business transformation, process architecture, business process re-engineering, process improvement, operating model design, or related disciplines
Demonstrated ability to assess complex business processes, identify root causes and systemic issues, and design scalable and sustainable future-state processes
Strong understanding of end-to-end process design, value streams, roles and responsibilities, decision points, controls, performance measures, exceptions, and governance
Experience assessing process maturity, identifying capability gaps, and developing target-state maturity models and transformation roadmaps
Strong business acumen and ability to connect process design to strategic objectives, operational performance, user experience, risk, and measurable business outcomes
Strong functional understanding of the ServiceNow platform and broad knowledge of CSM, ITSM, SPM, CMDB, ITOM, IRM, SecOps, and related capabilities
Ability to identify opportunities for workflow automation, self-service, improved user experiences, stronger controls, and AI-enabled capabilities while collaborating with ServiceNow Platform Architects and technical teams
Strong understanding of process standardization, simplification, scalability, governance, controls, automation, and continuous improvement
Understanding of the process, data, knowledge, governance, and organizational foundations required to successfully adopt automation and artificial intelligence
Exceptional stakeholder management, facilitation, communication, and negotiation skills, including the ability to challenge assumptions, navigate competing priorities, manage resistance, and build alignment around a shared future-state vision
Strong understanding of Organizational Change Management (OCM), including stakeholder engagement, communications, training, enablement, and adoption
Strong knowledge of ITIL processes and experience working within Agile/SCRUM delivery environments
RESPONSIBILITIES:
Serve as a senior process architecture and transformation advisor for business initiatives enabled by the ServiceNow platform
Partner with business leaders, process owners, and stakeholders to understand strategic objectives, operational challenges, risks, and desired business outcomes
Lead current-state discovery and process assessments, including evaluation of roles, responsibilities, handoffs, decision points, controls, pain points, exceptions, and performance measures
Assess process maturity and organizational readiness and help stakeholders establish practical target-state maturity levels and transformation roadmaps
Facilitate the design of future-state processes that are simplified, standardized, scalable, measurable, controlled, user-centered, and positioned for automation and AI enablement
Challenge the assumption that current-state processes should be replicated in ServiceNow and help stakeholders distinguish between true business requirements, required controls, historical practices, and unnecessary complexity
Identify opportunities to eliminate redundant activities, excessive approvals, unclear ownership, manual handoffs, and other barriers to effective and scalable operations
Navigate competing stakeholder priorities and facilitate decisions regarding process standardization, ownership, governance, controls, performance measures, and operating models
Translate business objectives and future-state process designs into clear business capabilities, functional requirements, and desired outcomes that can be enabled through ServiceNow
Partner with ServiceNow Platform Architects and technical teams to translate future-state process designs into scalable platform solutions while maintaining a clear distinction between process architecture and detailed technical architecture
Develop process architecture artifacts, including current-state and future-state process maps, value streams, maturity assessments, capability assessments, operating models, and transformation roadmaps
Define measurable success criteria to evaluate process effectiveness, automation, adoption, user experience, compliance, and business outcomes
Prepare processes for AI and automation by improving standardization, data and knowledge quality, decision logic, governance, ownership, and exception management
Evaluate AI and automation opportunities based on business value, process maturity, organizational readiness, risk, and feasibility, prioritizing process simplification before automation
Incorporate OCM into future-state design and partner with business leaders and change, communications, training, and enablement resources to support business readiness and sustained adoption
Facilitate executive briefings, stakeholder workshops, process design sessions, maturity assessments, and decision-making forums
Collaborate with business analysts and product owners to translate future-state designs into prioritized requirements and provide process guidance throughout Agile/SCRUM delivery
WORK EXPERIENCE:
10+ years of progressive experience in business transformation, process architecture, business process management, management consulting, business analysis, operating model design, service management, or related disciplines
5+ years leading complex business process transformation, process architecture, or business process re-engineering initiatives
Significant experience with the ServiceNow platform or comparable enterprise workflow and automation platforms
Demonstrate experience designing future-state processes, conducting process maturity assessments, and developing transformation roadmaps
Proven ability to facilitate complex stakeholder discussions, challenge current-state practices, and achieve alignment among stakeholders with competing priorities
Experience partnering with senior leaders, technical architects, and delivery teams to translate business strategy and process design into functional solutions
Experience with OCM, Agile/SCRUM, ITIL, process automation, AI-enabled workflows, or process improvement methodologies
QUALIFICATION:
Minimum 4-year University degree or equivalent work experience
ServiceNow CSA, Business Analyst, or relevant CIS certification preferred
ITIL certification strongly preferred
Prosci or equivalent OCM certification strongly preferred
Lean, Lean Six Sigma, BPM, Design Thinking, service design, PMP, Agile/SCRUM, SAFe, TOGAF, or business architecture certification beneficial
English: Fluent
Travel: 0-10%
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