IT/Computer - Other IT/Computer Johannesburg FULL TIME Job Summary Process Architect - JHB Other Johannesburg - Gauteng - South Africa ENVIRONMENT: A leading tech-driven hospitality group is on the hunt for a Process Architect to streamline and elevate their business operations by designing and optimizing processes that boost efficiency, enhance effectiveness, and improve customer satisfaction. The ideal candidate will hold a Bachelors degree in Computer Science, Information Technology, or a related field, along with ITIL 4 Foundation Certification and ServiceNow CSA credentials. This is a key role for someone passionate about driving operational excellence in a fast-evolving digital environment. DUTIES: * Serve as a subject matter expert on IT Service Management (GRC, FSM, CSM, ITSM, ITAM, ITOM, etc.) processes and guide clients toward ITIL 4 constructs. * Articulate and drive a services-based Service Management approach versus a (legacy) process-based Service Management approach. * Conduct client meetings to gather, articulate, and document business and functional requirements from stakeholders. Prepare the Functional Requirement Specifications (FRS) or Requirement Traceability Matrices (RTMs). * Design and document Service Management process designs based on business and functional requirements. * Communicate functional and process designs to both project and client leadership. * Work with technical specialists who will configure/customize solutions in alignment with the design. * Validate solution builds and prepare for test phases by creating test scripts that allow stakeholders to validate the design. Act as the single point of contact for process/functional queries raised during the testing phase. * Provide input to other teams (data, change management teams) in the creation of their deliverables. * Train stakeholders on new processes and coordinate test efforts to ensure processes are executed per design. * Assist and support continuous process improvement practices. * Build excellent trust-based relationships and an impressive reputation with client stakeholders for accuracy and quality of delivery. * Solve problems quickly and calmly while contributing to deliverables. * Organize and execute test cycles, developing test scripts and automated testing processes using ATF. * Assist the project team that manages and communicates the business process and business requirements, ensuring that the proposed solutions meet customer expectations. * Document user stories with acute attention to detail, review them with stakeholders, gain acceptance criteria, and manage user stories throughout the development lifecycle with local and remote teams. * Be a technically savvy architect who can navigate complex environments and form client relationships that allow for engagement as a trusted advisor to solve business problems. * Possess strong commercial acumen and the ability to create, sell, and deliver large-scale engagements. REQUIREMENTS: Education, Certifications, and Qualifications MUST HAVE * Bachelors degree in computer science, Information Technology, or a related field. * ITIL 4 Foundation Certified. * ServiceNow CSA Required. * ServiceNow Certified Implementation Specialist in GRC, FSM, CSM, ITSM, ITAM, CSM, ITBM, HRSD (any 3 certifications required). NICE TO HAVE * Any certifications in business process consulting are highly advantageous, as are any relevant technical associations/certifications. * ITIL Master Certification. * ITIL 4 Strategic Leader (ITIL SL): * ITIL 4 Strategist Direct, Plan, and Improve * ITIL 4 Leader Digital and IT Strategy * ITIL 4 Managing Professional - any 2 Certifications: * ITIL 4 Specialist: Create, Deliver, and Support * ITIL 4 Specialist: Drive Stakeholder Value * ITIL 4 Specialist: High-velocity IT Industry and Technical Skills and Experience MUST HAVE * Prior experience with ITSM tools such as ServiceNow, BMC Remedy, and HP Service Manager. * Previous track record of working with ITSM frameworks such as ITIL, COBIT, and ISO 20000. * Demonstrable experience working with leading Service Management tools and industries (Telecom, Resources, BFSI, etc.). * Strong background in business process consulting and a proven track record of successfully improving client business outcomes. * Exhibit a combination of management, consultancy, project delivery, and technical skills. * Demonstrated ability and experience advising and influencing key stakeholders, both internal and external, providing insights that lead to key decision-making. * Able to think strategically and laterally, be innovative, and find creative solutions to client problems. * Ability to influence and inspire change, both across the organization and with external stakeholders. NICE TO HAVE * At least 5 years of professional experience working in IT Service Management with tangible expertise in working in a services-based construct (not just a process-based construct). Knowledge * In-depth knowledge of business process consulting within the Application/Business Management/IT Service Management space. * Knowledge of GRC processes. * Advanced knowledge of Microsoft Office Suite Excel, PowerPoint, etc. ATTRIBUTES: * Think of solutions and provide resolution when escalating to project/client leadership for final decisions. * Ability to collaborate with client executives at the operational level. * Ability to work under pressure, plan personal workload effectively, and delegate. * Can negotiate to achieve a "win-win" outcome. * Ability to understand new issues quickly and make wise decisions. * Ability to interface and maintain effective working relationships across multiple stakeholders. * Creative and strategic thinker who demonstrates calmness and composure under pressure and uncertainty. * Ability to inspire confidence and create trust. * Self-motivated and proactive, with excellent time management and prioritization skills. * Ability to manage anger. * Ability to adjust to changing situations and new challenges. * Be meticulous and thorough in work, ensuring that no details are overlooked. * Be emotionally supportive. * Work effectively with others and contribute to the team's success. 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