SERVICENOW SOLUTIONS ARCHITECT - IT Services (M&A Integration)

• ServiceNow certification (e.g., CSA or mainline certification) - enough platform fluency to evaluate feasibility and speak credibly with the platform team and the client, even though this role does not build or configure
• Strong background in IT service management process design - able to map, document, and improve service desk/operations processes, not just diagram them
• Experience translating operational/business requirements into documentation a technical team can build from
• Comfort operating in a large, complex, politically sensitive corporate client environment with minimal oversight
• This is not a hands-on ServiceNow build role.

This role sits within Global Digital & Technology and provides the architectural and process backbone for an ongoing M&A-related IT services transition. This is not a hands-on ServiceNow build role. A dedicated ServiceNow platform team owns solutioning and development, with a product owner as the primary point of contact for that team on this project. This role’’s job is to own discovery - understanding current-state IT process - and to identify gaps and risks and produce the recommendations, requirements, and documentation that feed the platform team’’s work, coordinating with the product owner rather than directing the platform team directly.

The role reports directly to the Service Delivery Manager and is expected to operate with strong independent judgment in a large, matrixed, and politically nuanced client environment.

What You’‘ll Do

• Own discovery: assess current-state IT process for the organization being transitioned, identifying gaps, risks, and inefficiencies
• Translate business and operational needs into clear requirements and recommendations, handing them to the product owner and platform team to solution and build
• Produce current-state and future-state process documentation (process maps, workflows, requirements docs) that both technical and non-technical stakeholders can act on
• Partner closely with the product owner and platform team to sanity-check that proposed solutions match real operational needs and won’‘t create downstream process gaps
• Support this and future IT services transition projects by mapping existing IT processes and identifying what needs to change to fit the target operating model
• Advise on process design as the organization moves toward a product operating model
• Represent process and architecture considerations in client-facing conversations and steering sessions
• Maintain a working, ongoing view of the account’’s process and architecture landscape beyond any single project

• ServiceNow certification (e.g., CSA or mainline certification) - enough platform fluency to evaluate feasibility and speak credibly with the platform team and the client, even though this role does not build or configure
• Strong background in IT service management process design - able to map, document, and improve service desk/operations processes, not just diagram them
• Experience translating operational/business requirements into documentation a technical team can build from
• Comfort operating in a large, complex, politically sensitive corporate client environment with minimal oversight

Preferred

• ITIL certification or strong ITIL process background
• Lean Six Sigma or other process-improvement methodology background
• Experience with IT services operating models specifically (staffing, tiering, escalation, SLAs/OLAs)
• Strong written communication - able to produce documentation that’’s usable by both executives and delivery teams
• Nice to Have
• Prior experience supporting an M&A-related IT carve-out, spin-off, or investment-company IT transition
• Experience partnering with a separate platform/development team (rather than owning build directly)
• Familiarity with Azure DevOps for tracking requirements and stories