ServiceNow Process Solution Architect

Job Description

Job Description

Contract Details

• Work Mode: Remote; if located within 30 miles of Herndon, VA, onsite 1 day/week (subject to change)
• Location: Herndon, VA
• Schedule: 40 hours/week
• Duration: 08/10/2026 08/09/2027
• Conversion: Potential convert-to-hire after ~1 year
• Travel: 0 10%

About the Opportunity

We are seeking a seasoned ServiceNow Process Solution Architect to lead enterprise process transformation enabled by the ServiceNow platform. In this role, you will partner with business leaders and platform teams to assess complex current-state processes, design simplified and scalable future-state operating models, and guide adoption, automation, and AI enablement to achieve measurable business outcomes.

You will serve as a senior advisor, facilitating executive and stakeholder alignment, defining maturity targets and roadmaps, and ensuring that process design, controls, governance, and user experience are embedded in solutions built on ServiceNow.

Key Responsibilities

• Lead discovery and assessments of current-state processes, including roles, handoffs, decision points, controls, pain points, exceptions, and performance measures.
• Assess process maturity and organizational readiness; define target-state maturity and transformation roadmaps.
• Design future-state processes that are standardized, simplified, scalable, controlled, measurable, and user-centered.
• Challenge replication of legacy processes; distinguish true business requirements from historical practices and unnecessary complexity.
• Identify opportunities for workflow automation, self-service, improved UX, stronger controls, and AI-enabled capabilities.
• Translate business objectives and future-state designs into clear capabilities, functional requirements, and outcomes for enablement on ServiceNow.
• Partner with platform architects and technical teams to realize scalable solutions while maintaining clear process vs. technical architecture boundaries.
• Develop key artifacts: process maps, value streams, maturity and capability assessments, operating models, and roadmaps.
• Define measurable success criteria for process effectiveness, automation, adoption, UX, compliance, and business outcomes.
• Prepare processes for AI/automation by improving standardization, data/knowledge quality, decision logic, governance, ownership, and exception management.
• Facilitate executive briefings, stakeholder workshops, design sessions, and decision-making forums; collaborate with BAs and Product Owners in Agile/SCRUM delivery.

Required Qualifications

• 10 years in business transformation, process architecture/BPM, management consulting, operating model design, service management, or related disciplines.
• 5 years leading complex process transformation or re-engineering initiatives.
• Strong functional understanding of the ServiceNow platform; broad knowledge across CSM, ITSM, SPM, CMDB, ITOM, IRM, and SecOps.
• Proven ability to assess complex processes, identify root causes/systemic issues, and design scalable, sustainable future-state processes.
• Expertise in end-to-end process design: value streams, roles and responsibilities, decision points, controls, performance measures, exceptions, and governance.
• Experience conducting process maturity/capability assessments and building transformation roadmaps.
• Strong business acumen connecting process design to strategy, operational performance, UX, risk, and measurable outcomes.
• Organizational Change Management (OCM) understanding with stakeholder engagement, communications, training, enablement, and adoption.
• Strong knowledge of ITIL and experience working within Agile/SCRUM delivery environments.
• Exceptional stakeholder management, facilitation, communication, and negotiation skills.
• Work authorization: US Citizen only (no dual citizenship).

Preferred Qualifications

• ServiceNow CSA, Business Analyst, or relevant CIS certifications.
• ITIL certification; Prosci or equivalent OCM certification strongly preferred.
• Lean/Lean Six Sigma, BPM, Design Thinking, service design, PMP, Agile/SCRUM, SAFe, TOGAF, or business architecture certifications.
• Bachelor s degree (or equivalent experience).

Work Environment

• Remote-first collaboration with periodic in-person work if local to Herndon, VA (1 day/week; may change per business needs).
• Facilitation of executive briefings and cross-functional workshops; limited travel up to 10%.