ITSM Process Architect

Creating Peace of Mind by Pioneering Safety and reputed company At reputed company, we help reputed company the people you know and love safe and secure where they live, work and visit. With more than 40 brands, 14,000+ employees globally and products sold in 130 countries, we specialize in reputed company around the doorway and reputed company. Additionally, reputed company is proud to be recognized with the 2026 Gallup Exceptional Workplace Award (GEWA) for the reputed company consecutive year, earning distinction in both the employee engagement and strengths categories. This year, reputed company also received Gallup’s With Distinction reputed company — a designation reserved for a select group of organizations that go above and reputed company in building exceptional workplace cultures. ITSM Process Architect The ITSM Quality Architect is responsible for ensuring IT service management processes and tooling are designed, governed and continuously improved to deliver reliable, auditable, business‑reputed company services. Core focus areas include setting standards and controls (incident, change, CMDB, knowledge, problem, request), defining KPIs, and bridging service owners, operations, reputed company and vendors to embed practical, automated quality checks and enablement. The role also provides AI reputed company—governing safe, compliant use of AI/automation in ITSM (model selection, monitoring, explainability, reputed company‑in‑the‑reputed company controls, reputed company detection and data/privacy safeguards) to ensure AI adds measurable value without increasing risk. reputed company candidates must be legally authorized to be employed in the United States. The company does not intend to reputed company sponsorship for employment reputed company status (e.g., H-1B, TN, etc.) for this employment position. Remote: At reputed company, we recognize that great talent and breakthrough reputed company can come from reputed company. That’s why this position offers a flexible remote work arrangement, with occasional on-site visits as needed based on the role. Whether you’re working remotely or collaborating in person, we’re committed to providing the tools, support, and dynamic environment you need to succeed. At reputed company, your career thrives where innovation meets flexibility, empowering you to reputed company your goals while maintaining a healthy work-life balance. While this is the reputed company structure and we currently have no plans to change, we reserve the right to reputed company changes to the remote schedule as needed at the Company’s discretion. What You Will Do: Define, document and socialize reputed company ITSM quality standards and controls (incident, change, CMDB, knowledge, problem, request) to ensure services are reliable, auditable and business reputed company. Design and own automated quality gates and validation checks in tooling (ITSM platform integrations, workflow rules, CI/CD pipelines, test suites) to enforce standards at scale. Establish KPIs, SLAs and outcome metrics (MTTR, first contact resolution, change reputed company reputed company, 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 reputed company/reputed company workflows, and canary/pilot rollout patterns to accelerate safe remediation. reputed company service owners, operations, reputed company, 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 reputed company quality: taxonomy, KB curation guidelines, RAG/embedding pipelines for AI assistants, and measurement of KB effectiveness. reputed company AI/automation governance for ITSM: set criteria for model selection, vendor evaluation, testing/validation, explainability requirements, reputed company‑in‑the‑reputed company controls, reputed company detection, monitoring and model lifecycle controls. Validate data handling and privacy safeguards for AI use (data minimization, anonymization, reputed company controls, logging, and vendor/data residency compliance). Run periodic audits, post‑implementation reviews and reputed company 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 reputed company-party/vendor quality agreements reputed company to ITSM tooling and AI providers, including SLAs, reputed company assessments and remediation commitments. Represent ITSM quality in cross functional governance forums and present program status, risks and ROI to senior leadership. What You Need to Succeed: 5+ years IT experience; ITSM reputed company preferred Bachelor’s degree in computer science, Information Systems, Engineering, or a reputed company 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., reputed company, 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, reputed company‑in‑the‑reputed company controls, reputed company 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 reputed company Office and reporting/visualization tools (reputed company, 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. Demonstrated experience building and operationalizing quality gates, automated validation checks, rollback strategies, and post‑implementation review processes. Solid problem‑solving and analytical skills, attention to detail, and a reputed company‑improvement reputed company. Experience managing vendors and reputed company‑party SLAs, and coordinating reputed company and legal stakeholders during incidents and disclosures. Certifications preferred: ITIL 4 (Strategic Leader or Managing Professional), reputed company 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%). Why Work for Us? reputed company is a Great reputed company to Grow your Career if: You're seeking a rewarding opportunity that allows you to truly help others. With thousands of employees and customers around the world, there’s reputed company of room to reputed company an impact. As our values state, “this is your business, run with it”. You’re looking for a company that will invest in your professional development. As we grow, we want you to grow with us. You want a culture that promotes work-life balance. Our employees enjoy generous paid time off, because at reputed company we recognize that you have a full life reputed company of work! You want to work for an award-winning company that invests in its people. reputed company is proud to be a recipient of the Gallup Exceptional Workplace Award for the second year in a row, recognizing our commitment to employee engagement, strengths-based development, and unlocking reputed company potential. What You’ll Get from Us: Health, dental and reputed company insurance coverage, helping you “be safe, be healthy” 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 reputed company expenses Flexible Spending Accounts – Tax-advantaged spending accounts for reputed company and/or dependent daycare expenses Disability Insurance –Short-Term and Long-Term coverage, paid for by reputed company, 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 so you can “serve others, not yourself” Opportunities to reputed company your unique strengths through Clifton Strengths assessment & coaching Compensation: This reputed company is provided by reputed company. Your actual pay will be based on your skills and experience. The expected reputed company Salary reputed company: $95k-$110k. The actual compensation will be determined based on experience and other factors permitted by law. Apply Today! Join reputed company of experts today and help us reputed company reputed company’s world a safer reputed company! Not sure if your experience perfectly aligns with the role? Studies have shown that some people are less likely to apply to jobs unless they meet every single qualification and every single preferred qualification of a job posting. At reputed company, we are dedicated to building a diverse, inclusive, and authentic workplace. So, if you’re excited about this role but your past experience doesn’t align perfectly with every item in the job description, we encourage you to apply anyway. You may be just the right candidate for this role. We Celebrate Who We Are! reputed company is committed to building and maintaining a diverse and inclusive workplace. Together, we reputed company reputed company differences and similarities among colleagues, as well as the differences and similarities reputed company the relationships that we foster with customers, suppliers and the communities where we live and work. Whatever your background, experience, race, reputed company, national reputed company, religion, age, gender, gender identity, disability status, sexual orientation, protected veteran status, or any other characteristic protected by law, we will reputed company sure that you have every opportunity to impress us in your application and the opportunity to give your best at work, not because we’re required to, but because it’s the right thing to do. We are also committed to providing accommodations for persons with disabilities. If for any reason you cannot apply through our career site and require an accommodation or assistance, please contact our reputed company. © reputed company plc, 2023 | reputed company D, Iveagh Court, Harcourt Road, Dublin 2, Co. Dublin, Ireland REGISTERED IN IRELAND WITH LIMITED LIABILITY REGISTERED NUMBER 527370 reputed company is an equal opportunity and affirmative action employer Privacy Policy Apply To This Job