ServiceNow Process Solution Architect

About the role

JTSi is a federal government consulting firm providing technical services to the Federal Government, including the DoD and various Civilian Agencies. We are committed to honesty, integrity, and building long-term professional relationships.

Responsibilities

• Serve as a senior process architecture and transformation advisor for business initiatives enabled by the ServiceNow platform
• Partner with business leaders, process owners, and stakeholders to understand strategic objectives, operational challenges, risks, and desired business outcomes
• Lead current-state discovery and process assessments, including evaluation of roles, responsibilities, handoffs, decision points, controls, pain points, exceptions, and performance measures
• Assess process maturity and organizational readiness and help stakeholders establish practical target-state maturity levels and transformation roadmaps
• Facilitate the design of future-state processes that are simplified, standardized, scalable, measurable, controlled, user-centered, and positioned for automation and AI enablement
• Challenge the assumption that current-state processes should be replicated in ServiceNow and help stakeholders distinguish between true business requirements, required controls, historical practices, and unnecessary complexity
• Identify opportunities to eliminate redundant activities, excessive approvals, unclear ownership, manual handoffs, and other barriers to effective and scalable operations
• Navigate competing stakeholder priorities and facilitate decisions regarding process standardization, ownership, governance, controls, performance measures, and operating models
• Translate business objectives and future-state process designs into clear business capabilities, functional requirements, and desired outcomes that can be enabled through ServiceNow
• Partner with ServiceNow Platform Architects and technical teams to translate future-state process designs into scalable platform solutions while maintaining a clear distinction between process architecture and detailed technical architecture
• Develop process architecture artifacts, including current-state and future-state process maps, value streams, maturity assessments, capability assessments, operating models, and transformation roadmaps
• Define measurable success criteria to evaluate process effectiveness, automation, adoption, user experience, compliance, and business outcomes
• Evaluate AI and automation opportunities based on business value, process maturity, organizational readiness, risk, and feasibility, prioritizing process simplification before automation
• Incorporate Organizational Change Management (OCM) into future-state design and partner with business leaders and change, communications, training, and enablement resources to support business readiness and sustained adoption
• Facilitate executive briefings, stakeholder workshops, process design sessions, maturity assessments, and decision-making forums
• Collaborate with business analysts and product owners to translate future-state designs into prioritized requirements and provide process guidance throughout Agile/SCRUM delivery

Qualifications

• Minimum 4-year University degree or equivalent work experience
• ServiceNow CSA, Business Analyst, or relevant CIS certification preferred
• ITIL certification strongly preferred
• Prosci or equivalent OCM certification strongly preferred
• BPM, Design Thinking, service design, PMP, Agile/SCRUM, SAFe, TOGAF, or business architecture certification beneficial
• English: Fluent
• Travel: 0-10%