ITSM Process Architect

About the role

The ITSM Quality Architect at Allegion is responsible for ensuring IT service management processes and tooling are designed, governed, and continuously improved to deliver reliable, auditable, business-aligned services. This role focuses on setting standards and controls, defining KPIs, and bridging service owners, operations, security, and vendors to embed practical, automated quality checks and enablement. The role also oversees AI/automation governance in ITSM contexts.

Responsibilities

• Define, document, and socialize enterprise ITSM quality standards and controls (incident, change, CMDB, knowledge, problem, request).
• Design and own automated quality gates and validation checks in tooling (ITSM platform integrations, workflow rules, CI/CD pipelines, test suites).
• Establish KPIs, SLAs, and outcome metrics (MTTR, first contact resolution, change success rate, CMDB accuracy, KB usefulness, deflection) and build dashboards and reporting for service owners and executives.
• Approve the design and maintenance of standard change processes and templates, preauthorized security/patch workflows, and canary/pilot rollout patterns to accelerate safe remediation.
• Bridge service owners, operations, security, compliance, and vendors to translate business risk into practical remediation priorities and measurable acceptance criteria.
• Validate CMDB governance against Industry Standards: model, data quality rules, discovery/inventory integration, relationships, and periodic reconciliation processes.
• Validate knowledge management quality: taxonomy, KB curation guidelines, RAG/embedding pipelines for AI assistants, and measurement of KB effectiveness.
• Oversee AI/automation governance for ITSM: set criteria for model selection, vendor evaluation, testing/validation, explainability requirements, human-in-the-loop controls, drift detection, monitoring, and model lifecycle controls.
• Validate data handling and privacy safeguards for AI use (data minimization, anonymization, access controls, logging, and vendor/data residency compliance).
• Run periodic audits, post-implementation reviews, and continuous improvement cycles; turn findings into prioritized remediation roadmaps and measurable improvements.
• Build enablement and certification programs for platform administrators, service owners, and change approvers so quality controls are adopted and sustained.
• Manage third-party/vendor quality agreements related to ITSM tooling and AI providers, including SLAs, security assessments, and remediation commitments.
• Represent ITSM quality in cross-functional governance forums and present program status, risks, and ROI to senior leadership.

Requirements

• 5+ years IT experience; ITSM space preferred.
• Bachelor’s degree in computer science, Information Systems, Engineering, or a related field required; Master’s degree preferred.
• 3+ years of experience in IT service management, with demonstrated experience designing or leading ITSM process/tooling and governance (incident, change, CMDB, knowledge, problem).
• Proven ability to identify business and customer needs and translate them into specification-driven, auditable solutions in compliance-sensitive environments.
• Deep working knowledge of service management and governance frameworks (ex. ITIL 4) and practical experience applying them at scale.
• Hands-on experience with major ITSM platforms and tooling (e.g., ServiceNow, Jira Service Management), CMDB/discovery solutions, and integrations with monitoring/CI/CD/automation systems.
• Practical familiarity with AI/automation governance in ITSM contexts (model selection, validation, monitoring, explainability, human-in-the-loop controls, drift detection, and data/privacy safeguards).
• Strong technical literacy: ability to read and influence APIs, basic scripting or query skills (e.g., SQL, Python/PowerShell), and proficiency with Microsoft Office and reporting/visualization tools (Excel, Power BI, Tableau).
• Excellent verbal and written communication skills with a track record of influencing cross-functional stakeholders and presenting program status to senior leadership.
• Solid problem-solving and analytical skills, attention to detail, and a continuous-improvement mindset.
• Experience managing vendors and third-party SLAs, and coordinating security and legal stakeholders during incidents and disclosures.
• Certifications preferred: ITIL 4 (Strategic Leader or Managing Professional), ServiceNow Certified Administrator/Implementer, CISM or CISSP, and any formal AI/governance.
• Willingness to travel occasionally for vendor engagements, cross-site workshops, or industry events (typically up to ~20%).

Qualifications

• Qualified candidates must be legally authorized to be employed in the United States.
• The company does not intend to provide sponsorship for employment visa status (e.g., H-1B, TN, etc.) for this employment position.
• This position offers a flexible remote work arrangement, with occasional on-site visits as needed based on the role.

Benefits

• Health, dental, and vision insurance coverage.
• Unlimited Paid Time Off.
• A commitment to your future with a 401K plan, which currently offers a 6% company match and no vesting period.
• Health Savings Accounts – Tax-advantaged savings account used for healthcare expenses.
• Flexible Spending Accounts – Tax-advantaged spending accounts for healthcare and/or dependent daycare expenses.
• Disability Insurance – Short-Term and Long-Term coverage, paid for by Allegion, provides income replacement for illness or injury.
• Life Insurance – Term life coverage with the option to purchase supplemental coverage.
• Tuition Reimbursement.
• Voluntary Wellness Program – Simply complete wellness activities and earn up to $2,000 in rewards.
• Employee Discounts through Perks at Work.
• Community involvement and opportunities to give back.
• Opportunities to leverage your unique strengths through Clifton Strengths assessment & coaching.

Pay

The expected Base Salary Range: $95k-$110k. The actual compensation will be determined based on experience and other factors permitted by law.

Schedule

Remote work arrangement, with occasional on-site visits as needed based on the role.