ITSM Process Architect
Core
Design, govern, and continuously improve enterprise IT service management processes and tooling to ensure reliable, auditable, and business-aligned services while overseeing AI/automation governance.
Role type
Senior ITSM Process Architect
Builds
Enterprise ITSM quality standards, automated quality gates, KPI dashboards, and AI governance frameworks for ITSM.
Domain
IT Service Management (ITSM) and AI Governance in Security/Physical Access industry
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
ITSM process design and governance, ITIL 4 framework, major ITSM platforms (ServiceNow, Jira), CMDB governance, AI/automation model selection and validation, data privacy safeguards, API literacy, SQL/Python/PowerShell scripting, Power BI/Tableau visualization, vendor SLA management.
Preferred skills
Master's degree in CS/IS/Engineering, ITIL 4 Strategic Leader or Managing Professional certification, ServiceNow Certified Administrator/Implementer, CISM or CISSP, formal AI/governance certifications.
Technologies
ServiceNow, Jira Service Management, Power BI, Tableau, SQL, Python, PowerShell
Responsibilities
Define and socialize enterprise ITSM quality standards and controls; design automated quality gates and validation checks in tooling; establish KPIs, SLAs, and outcome metrics with dashboards; approve standard change processes and security/patch workflows; bridge service owners, operations, security, and vendors to translate business risk into remediation priorities; validate CMDB governance against industry standards; validate knowledge management quality including RAG/embedding pipelines; oversee AI/automation governance for ITSM including model lifecycle controls; run periodic audits and continuous improvement cycles; build enablement programs for platform administrators and service owners; manage third-party/vendor quality agreements for ITSM tooling and AI providers.
Seniority
Senior, hands-on IC with strategic oversight
