Company Name: - JTSi (Johnson Technology Systems, Inc.)
Title: ServiceNow Process Solution Architect
Location: Remote / Hybrid - 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)
Salary : $148K - $153K /Year

DESCRIPTION OF PROJECT AND TASKS:

• MUST be a US citizen and ONLY hold US citizenship (No Dual Citizens)
• 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)

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:
• 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%

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