Datafin was established in 1999 due to the need for a specialized IT recruitment solution. We offer a personalized and flexible recruitment service, specializing in providing both client and candidate with the perfect fit. We pride ourselves on the fact that we have established relationships with industry leaders and a vast majority of our business is repeat...
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Process Architect – ServiceNow – Remote – South Africa-based
Our client is looking for an experienced Process Architect with strong ServiceNow expertise to support enterprise clients in transforming and optimising their service management environments.
This individual will play a critical role in analysing, designing, and enhancing end-to-end service processes across ITSM and ESM domains, ensuring alignment with platform capabilities, industry standards, and strategic business goals.
DUTIES:
Design and document scalable, efficient ITSM/ESM processes aligned with ITIL and client needs
Map current-state vs future-state processes, identifying gaps and opportunities for improvement
Work closely with business stakeholders, architects, and ServiceNow developers to shape and translate requirements into practical solutions
Support platform implementation by ensuring process alignment and technical feasibility
Facilitate stakeholder workshops, solution design sessions, and sign-off processes
Provide process governance guidance and input into sprint cycles, testing, and go-live activities
REQUIREMENTS:
Key Requirements
3–7+ years in a Process Architect, Business Analyst, or ITSM Consultant role
Strong understanding of ServiceNow modules (ITSM core; bonus for HRSD, CSM, CMDB, or GRC)
Proven experience in process mapping and optimisation across large or complex organisations
Solid working knowledge of ITIL v3/v4 frameworks (certification advantageous)
Familiarity with Agile or hybrid delivery environments
Excellent communication, facilitation, and documentation skills
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