ROLE: ServiceNow Process Solution Architect

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:
• 7 - 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
• Demonstrated 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%

Compensation Range Transparency: SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP's commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted annual combined range for this position is [redacted]00USD. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits.

Requisition ID: 459617 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid

Requisition ID: 459617

Posted Date: Aug 27, 2026

Work Area: Information Technology

Career Status: Professional

Employment Type: Regular Full Time

Expected Travel: 0 - 10%

Location: