Process Architect – JHB at Datafin Recruitment

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 Bachelor’s 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

• Bachelor’s 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.