ITSM Process Architect

Job Description

The ITSM Process Architect at NXP is accountable for defining, governing, and evolving the end‑to‑end ITSM process architecture across the enterprise. The role ensures that ITSM processes are globally consistent, scalable, audit‑ready, and aligned to NXP’s business and technology strategy, while being effectively enabled through ServiceNow.

This role acts as the design authority for ITSM processes, working closely with Process Owners, Process Managers, OCC leadership, Service Owners, and ServiceNow SMEs to translate strategic intent into executable, high‑quality process designs that drive operational excellence across regions and domains.

Key Accountabilities

1. ITSM Process Architecture & Design

• Define and maintain NXP’s global ITSM process architecture, covering Incident, Major Incident, Problem, Change, Request, Knowledge, CMDB, Event, Asset, and related practices.
• Having deep understanding of Configuration management, specially CSDM model implementation and linking ITSM process like Event, Incident and Problem Management for improved process optimization and execution.
• Design standardized end‑to‑end process models, including workflows, roles, RACI, handoffs, controls, KPIs, and integration points.
• Ensure alignment with ITIL principles, NXP governance standards, and operational realities (OCC, GTSD, Site IT, vendors).
• Maintain process blueprints, reference models, and design standards as authoritative artifacts.

2. Governance & Design Authority

• Act as the process design authority for ITSM, approving or challenging process deviations, localizations, and enhancements.
• Define and enforce process governance frameworks, including ownership, decision rights, escalation paths, and change control.
• Ensure processes support audit, compliance, and regulatory requirements applicable to NXP’s global footprint.
• Partner with Process Owners to ensure clarity between process intent (what/why) and execution (how/when).

3. ServiceNow Alignment & Enablement

• Collaborate with ServiceNow architects and SMEs to ensure accurate translation of process designs into platform capabilities.
• Validate ServiceNow implementations against approved process architecture and standards.
• Ensure consistency between process documentation, tool configuration, reporting, and user experience.
• Support roadmap initiatives that improve automation, data quality, and platform adoption.

4. Continuous Improvement & Maturity

• Drive process maturity assessments, identify gaps, and define target‑state roadmaps.
• Use operational data, KPIs, and OCC insights to identify systemic process issues and improvement opportunities.
• Enable Process Managers and OCC teams with clear design guidance to support continual improvement and operational excellence.

5. Stakeholder Engagement & Enablement

• Act as a trusted advisor to IT leadership on ITSM process strategy and optimization.
• Facilitate global process workshops, design reviews, and alignment sessions.
• Support training, onboarding, and awareness initiatives by providing clear, consumable process guidance.
• Promote a quality and process mindset across IT and partner organizations.

Key Deliverables

• NXP ITSM Process Architecture & Reference Models
• End‑to‑End Process Blueprints and Swimlane Diagrams
• RACI and Role Definitions (Owner, Manager, OCC, Service Owner)
• Process Policies, Standards, and Design Guidelines
• Target‑State Process Roadmaps
• Process Performance Frameworks (KPIs, CSFs, controls)
• Design Authority Reviews for ServiceNow implementations

Required Experience & Skills

ITSM & Process Expertise

• Strong hands‑on experience designing and governing ITSM processes in large, global enterprises.
• Deep understanding of ITIL‑based practices and real‑world operational models (Service Desk, OCC, NOC).
• Deep understanding of CSDM model and its implementation with real time challenges to understand Risk and suggest mitigation.
• Proven experience working with Process Owners, Process Managers, and operational teams.

Platform & Data Awareness

• Strong knowledge of ServiceNow ITSM, ITOM & SPM capabilities, with emphasis on process‑to‑platform alignment.
• Solid understanding of CMDB, CSDM concepts, and data quality governance is highly desirable.

Leadership & Communication

• Ability to simplify complex operational landscapes into clear, scalable process designs.
• Strong stakeholder management skills across regions, cultures, and seniority levels.
• Excellent documentation and visualization skills (process flows, architecture diagrams, standards).

Preferred Qualifications

• ITIL 4 (Managing Professional or Strategic Leader)
• ServiceNow Implementation or Architecture certification
• Experience in regulated or audit‑intensive environments
• Exposure to global vendor and multi‑sourced IT models

Success Measures

• Consistent adoption of ITSM processes across regions and teams
• Reduced process deviations and operational rework
• Improved audit outcomes and process maturity
• Strong alignment between process design and ServiceNow behaviour
• Measurable improvements in service quality and user experience

More information about NXP in India...

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