Senior Process Architect – Dubai

Job Description

411_2664693

Job Overview and Purpose

As a Senior Business Process Architect, you will play a key role in helping our clients transform their operations.

You will be an ITSM and ServiceNow process expert, providing valuable guidance and driving successful implementations. You will also need to have some experience with some of the following areas – ITAM, HRSD, GRC, FSM, CSM and in the industries within which Quintica operates.

Your passion for process improvement and your ability to think outside the box will be instrumental in helping our clients unlock the full potential of our solutions.

Duties and Responsibilities

Responsibilities:

• Serve as a process expert for the relevant project implementation.
• Facilitate sessions to gather and document business requirements, create requirements traceability to assist with development and testing.
• Collaborate with clients to define and/or understand Service Now processes, leveraging your deep understanding of functional areas and technology implementations.
• Lead process and requirements workshops, working closely with clients to identify their needs for implementing best practice frameworks embedded in the technology solutions.
• Support and guide key stakeholders throughout the engagement, ensuring their requirements are met and their expectations exceeded
• Support clients to lead the organisation change initiative.
• Contribute to developing and testing solutions, collaborating with technical resources to deliver high-quality results.
• Act as a trusted advisor to clients, providing insights and recommendations to drive their business forward
• Juggle multiple projects and initiatives simultaneously, delivering exceptional results within deadlines.

Duties:

• Lead & collaborate with customers in their efforts to take advantage of the ServiceNow platform to improve their ITSM and ITIL processes
• Analyse and map current business processes to identify opportunities for optimisation and automation.
• Build, test and implement process improvements in collaboration with cross functional teams.
• Design and develop new process models and workflows to drive efficiency and effectiveness across the client’s value chain according to the best practices in the industry.
• Collaborate with project managers to ensure that project timelines are met.
• Maintain Process Improvement Logs Requirements and acceptance criteria for Future (TO BE) business processes and customer journeys
• Develop and implement process metrics to track and analyse process performance and identify opportunities for continuous improvements
• Communicate process changes, requirements and timelines across the organisation to all relevant stakeholders
• Provide necessary expertise and support to other departments as necessary.
• Lead, Mentor and Support Process Consultants and Associate Process Consultants
• Promote continuous improvement practices, constantly seeking ways to enhance our delivery and engagement materials.
• Ensure quality documentation standards are adhered to by checking documentation evidencing the deliverable for completeness and correctness before submitting to the Project Team and Stakeholders

Key Measures and Targets

• Customer Satisfaction (CSAT Score of Projects 4,2 out of 5)Net Promoter Score (NPS Score > XX )Meeting Project Timelines as per Project plan
• Service Now and relevant technology upskilling and certifications
• Internal Process Improvements
• Contribution to Innovation

Education, Certifications and Qualifications:

• Bachelor’s degree in information technology and/or Engineering
• Service Now Certified System Administrator
• Service Now Implementation Certification in at least one area i.e. ITAM, ITOM, HRSD, GRC, FSM, CSMITIL V4

Nice to have:

• Any certifications in business process consulting are highly advantageous, or any relevant technical associations/certifications.
• ITIL Master Certification
• ITIL4 Strategic Leader (ITIL SL)
• ITIL 4 Strategist Direct, Plan, and Improve
• ITIL 4 Leader Digital and IT Strategy

Industry and Technical Skills and Experience:

• Minimum of7-9 years of consulting experience within complex, global organizations with the ability to influence and consult in an ITIL / ITSM Services environment.4+ years of experience with the ServiceNow platform supporting ITSM and ITIL process flow development and refinement.
• Excellent Facilitation and Presentation skills is a requirement.
• Knowledge in ServiceNow ATF is a plus
• Working with other areas of Service Now is a plus i.e. ITAM, ITOM, HRSD, GRC, FSM, CSM etc.
• Proficiency in process modelling and analysis tools (e.g., BPMN, Visio, ARIS, Flowcentric etc.).
• Experience with process automation and workflow management tools is mandatory
• Familiarity with project management principles, practices, and tools such as MS Project or Service Now PPM is a plus.
• Strong knowledge of process improvement methodologies, such as Lean, Six Sigma, or Business Process Reengineering (BPR) is a plus.
• Work within Agile, Waterfall and Hybrid Projects
• Experience with Scaled Agile Framework (SAFe)Proficient with collaboration tools including MS Office, MS Teams, MS Outlook, MS SharePoint
• Experience with best practice frameworks such as ITIL, ISO 20000,COBIT,COPC, TOGAF, Lean Six Sigmaetc.
• Familiarity with Remedy BMC is a plus

Knowledge:

• Service Now (IT Service Management, IT Asset Management – HAM & SAM, Service Configuration Management (Discovery, Designing and implementing CMDB, Service Mapping etc.), HR Service Delivery and other ERP-related processes and frameworks) and CSM
• Business Process Models creation (Diagram and Narrative)Business Process Re-engineering (BPR) Plans
• Requirements Gathering and Workshops Meeting Management
• Create User Stories with Acceptance Criteria
• Functional Requirements Specifications
• Requirements traceability matrix
• Testing and Quality Assurance: Creating test strategies and test cases
• Systems and User Acceptance testing
• Be responsible for creating training documentation and lead training with clients
• Organisational Change Management
• Business Cases and case study creations
• Entity Relationship Diagrams (ERD), Data Dictionaries and Data Flow Diagrams
• Quality Management
• Microsoft Office (Outlook, Word, Powerpoint, Visio and Excel)Presentation Skills

Personal Attributes and Behavioural Competencies

• Excellent communication skills, both written and verbal, with the ability to effectively present ideas and facilitate discussions.
• A collaborative team player with a passion for driving meaningful change.
• Be comfortable with a dynamic changing environment and adjust to change.
• Ability to manage conflict to achieve goals, and objectives of the client and organization.
• Self Managing and ambitious go getter
• Self-motivated and proactive, with excellent time management and prioritisation skills
• Innovative with an entrepreneurial mindset

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2025-11-11 12:36:25