Job Description
Role purpose
Designs the ITSM process workflows that support delivery of stable EUX operations — Incident, Problem, Change and Release Management aligned to Customer's operational governance standards.
Key responsibilities
- Author detailed process workflows for Incident, Problem, Change and Release across the in-scope EUX services.
- Document runbooks, escalation matrices, and operational handover artefacts.
- Partner with Customer ITSM owners to align workflows to existing tooling and governance.
- Validate workflows during pilot and refine based on operational telemetry.
Required experience and qualifications
- 5+ years designing ITSM processes for enterprise organisations.
- ServiceNow process design experience preferred.
- Demonstrable delivery of process design on at least one regulated-industry transformation.
- Demonstrable delivery experience in a regulated indu...