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...