ITSM Process Architect

Job Description
ITSM Process Architect
Function: Global IT Processes
Location: NXP – Noida
Working Model: Global, matrixed, highly collaborative

Job Description
The ITSM Process Architect at NXP is accountable for defining, governing, and
evolving the endtoend ITSM process architecture across the enterprise. The role
ensures that ITSM processes are globally consistent, scalable, auditready, 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, highquality 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 endtoend 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 targetstate
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
 EndtoEnd Process Blueprints and Swimlane Diagrams
 RACI and Role Definitions (Owner, Manager, OCC, Service Owner)
 Process Policies, Standards, and Design Guidelines
 TargetState Process Roadmaps
 Process Performance Frameworks (KPIs, CSFs, controls)
 Design Authority Reviews for ServiceNow implementations

Required Experience & Skills
ITSM & Process Expertise
 Strong handson experience designing and governing ITSM processes in
large, global enterprises.
 Deep understanding of ITILbased practices and realworld 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 processtoplatform 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 auditintensive environments
 Exposure to global vendor and multisourced 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