ITSM Senior Business Architect

American Express   •  

Phoenix, AZ

Industry: Accounting, Finance & Insurance


5 - 7 years

Posted 153 days ago

This job is no longer available.



The IT Service Management (ITSM) team is transforming into an organization that provides data driven intelligence backed by frictionless service management. The Lead Business Architect will play a critical role across the team to deliver on the vision and roadmap for the ITSM team.

Success in this demanding role will require the ability to influence change while ensuring the integrity of the platform is met. Thought leadership and ability to influence others will also be important.

Key Responsibilities:

  • Playing a strategic role in developing and aligning the product roadmap across all ITIL processes (Incident, Change, Problem, Knowledge, Event, Config & Asset, etc.)
  • Performs hands-on solution architecture design work and actively participates in design and code reviews to ensure both delivery of desired business outcomes and alignment to enterprise standards
  • Ability to translate business needs into high level requirements
  • Assist in the creation and maintenance of business capability models
  • Monitor new capabilities delivered in the ServiceNow release-roadmap, and plan for the adoption of appropriate new capabilities, features to deliver towards an improved service management experience
  • Provide enterprise and business architecture direction and leadership to various groups - Product Management, Development
  • Focuses on cross-platform integration to leverage and optimize platform capabilities
  • Partnering with the technical and data architects to drive integration and automation among processes.
  • Assist ITSM leadership with product and services roadmaps
  • Develop ITSM business architecture strategy
  • Partner with vendors and strategic partners to gain external/market knowledge & industry best practices
  • Documenting the baseline and target business architecture using industry standard modeling techniques and tools at the right level of detail and decomposition/abstraction · Analyzing the gaps between
  • Analyzing the gaps between the baseline and target business architecture and recommending closure strategies · Leading the production of work objects and work you’re doing that drive the POA roadmap and migration plan. · Crafting and maintaining industry standard business models and other business architecture outputs throughout their creation and subsequent refresh cycles · Working within the architectural vertical teams to produce a Technology platform strategy that aligns with the Company Platform and business strategy, using the business architecture outputs to link business and technology functions



  • Strong relationship and collaboration skills
  • 5 years of industry leadership in the areas of IT strategy, business architecture or enterprise architecture
  • Enterprise Architecture certifications / Frameworks
  • Background in ITSM/ITIL/COBIT or other IT framework(s) required
  • Expert level knowledge and experience with ServiceNow or other ITSM tools required
  • Experience in an IT strategy and Enterprise Architecture role within a company
  • Familiarity with and ability to apply architectural principles, methods, and tools to business challenges
  • Ability to assimilate and correlate disconnected documentation and articulate their collective relevance to the organization and to high-priority business issues
  • Process Excellence / Six Sigma experience preferred
  • Ability to translate strategic opportunities and emerging technology solutions into tangible and practical plans that can be executed
  • Ability to demonstrate strong reasoning, analytical skills, discretion and independent judgment
  • Ability to review and comprehend operational and functional aspects of technical solutions
  • Strong project management, time management and organizational skills
  • Self-motivated individual who is able to combine exceptional problem-resolution and critical thinking skills with an ability to apply a business and risk lens
  • Proven ability to adjust quickly to shifting priorities, multiple demands, ambiguity and rapid change
  • Results driven, able to lead and influence and must be flexible and have good work prioritization skills
  • Knowledge and experience with Agile and DevOps concepts
  • Practical experience in doing both written and verbal communication effectively to multiple levels within the organization
  • A Bachelor’s degree in Information Technology or related field or equivalent combination of education and experience required