ITSM Process Architect

The ITSM Quality Architect is responsible forensuring IT service management processes and tooling are designed, governed and continuously improved to deliver reliable, auditable, businessaligned services. Core focus areas include setting standards and controls (incident, change, CMDB, knowledge,problem, request), defining KPIs, and bridging service owners, operations, security and vendors to embed practical, automated quality checks and enablement. The role also provides AI oversightgoverning safe, compliant use of AI/automation in ITSM (model selection, monitoring, explainability, humanintheloop controls, drift detection and data/privacy safeguards) to ensure AI adds measurable value without increasing risk.

Remote:

At Allegion, we recognize that great talent and breakthrough ideas can come from anywhere. That9s why this position offers a flexible remote work arrangement, with occasional on-site visits as needed based on the role. Whether you9re working remotely or collaborating in person, we9re committed to providing the tools, support, and dynamic environment you need to succeed. At Allegion, your career thrives where innovation meets flexibility, empowering you to achieve your goals while maintaining a healthy work-life balance.

While this is the current structure and we currently have no plans to change, we reserve the right to make changes to the remote schedule as needed at the Company9s discretion.

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.
• Establish KPIs, SLAs and outcome metrics (MTTR, first contact resolution, change success rate, CMDB accuracy, KB usefulness, deflection) and build dashboards and reporting for service owners and executives.
• Approve the design and maintenance of standard change processes and templates, preauthorized security/patch workflows, and canary/pilot rollout patterns to accelerate safe remediation.
• Bridge service owners, operations, security, compliance and vendors to translate business risk into practical remediation priorities and measurable acceptance criteria.
• Validate CMDB governance against Industry Standards: model, data quality rules, discovery/inventory integration, relationships, and periodic reconciliation processes.
• Validate knowledge management quality: taxonomy, KB curation guidelines, RAG/embedding pipelines for AI assistants, and measurement of KB effectiveness.
• Oversee AI/automation governance for ITSM: set criteria for model selection, vendor evaluation, testing/validation, explainability requirements, humanintheloop controls, drift detection, monitoring and model lifecycle controls.
• Validate data handling and privacy safeguards for AI use (data minimization, anonymization, access controls, logging, and vendor/data residency compliance).
• Run periodic audits, postimplementation reviews and continuous improvement cycles; turn findings into prioritized remediation roadmaps and measurable improvements.
• Build enablement and certification programs for platform administrators, service owners and change approvers so quality controls are adopted and sustained.
• Manage third-party/vendor quality agreements related to ITSM tooling and AI providers, including SLAs, security assessments and remediation commitments.
• Represent ITSM quality in cross functional governance forums and present program status, risks and ROI to senior leadership.

What You Need to Succeed:

• 5+ years IT experience; ITSM space preferred

• Bachelor9s degree in computer science, Information Systems, Engineering, or a related field required; Master9s 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 specificationdriven, auditable solutions in compliancesensitive environments.
• Deep working knowledge of service management and governance frameworks (ex. ITIL 4) and practical experience applying them at scale.
• Handson experience with major ITSM platforms and tooling (e.g., ServiceNow, Jira Service Management), CMDB/discovery solutions, and integrations with monitoring/CICD/automation systems.
• Practical familiarity with AI/automation governance in ITSM contexts (model selection, validation, monitoring, explainability, humanintheloop 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 crossfunctional stakeholders and presenting program status to senior leadership.
• Demonstrated experience building and operationalizing quality gates, automated validation checks, rollback strategies, and postimplementation review processes.
• Solid problemsolving and analytical skills, attention to detail, and a continuousimprovement mindset.
• Experience managing vendors and thirdparty SLAs, and coordinating security and legal stakeholders during incidents and disclosures.
• Certifications preferred: ITIL 4 (Strategic Leader or Managing Professional), ServiceNow Certified Administrator/Implementer, CISM or CISSP, and any formal AI/governance.
• Willingness to travel occasionally for vendor engagements, crosssite workshops, or industry events (typically up to ~20%).

What You9ll Get from Us:

• Health, dental and vision insurance coverage, helping you 7be safe, be healthy8
• Unlimited Paid Time Off
• A commitment to your future with a 401K plan, which currently offers a 6% company match and no vesting period
• Health Savings Accounts  Tax-advantaged savings account used for healthcare expenses
• Flexible Spending Accounts  Tax-advantaged spending accounts for healthcare and/or dependent daycare expenses
• Disability Insurance Short-Term and Long-Term coverage, paid for by Allegion, provides income replacement for illness or injury
• Life Insurance  Term life coverage with the option to purchase supplemental coverage
• Tuition Reimbursement
• Voluntary Wellness Program  Simply complete wellness activities and earn up to $2,000 in rewards
• Employee Discounts throughPerks at Work
• Community involvement and opportunities to give back so you can 7serve others, not yourself8
• Opportunities to leverage your unique strengths through Clifton Strengths assessment & coaching

Compensation:This range is provided by Allegion. Your actual pay will be based on your skills and experience.

• The expected Base Salary Range: $95k-$110k. The actual compensation will be determined based on experience and other factors permitted by law.

Apply Today!

Join our team of experts today and help us make tomorrow9s world a safer place!

Not sure if your experience perfectly aligns with the role?Studies have shown that some people are less likely to apply to jobs unless they meet every single qualificationandevery single preferred qualification of a job posting. At Allegion, we are dedicated to building a diverse, inclusive, and authentic workplace. So, if you9re excited about this role but your past experience doesn9t align perfectly with every item in the job description, we encourage you to apply anyway. You may be just the right candidate for this role.