Process Architect – ServiceNow – Remote – South Africa-based needed at Datafin Recruitment

ENVIRONMENT:

• 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

Advantageous

• SAM or HAM
• ServiceNow certifications (CSA, CIS-ITSM, CIS-Discovery, etc.)
• Experience using tools like Lucidchart, Visio, or BPMN tools for process design
• Exposure to frameworks such as ISO/IEC 20000, COBIT, or DevOps practices
• Previous client-facing consulting experience

ATTRIBUTES:

• Brings both strategic thinking and practical implementation capability
• Can confidently drive conversations with business and technical stakeholders
• Enjoys working across dynamic environments with high impact outcomes