ITSM Process Architect

Allegion

ITSM Process Architect ensuring reliable and auditable IT service management processes at Allegion. Focusing on quality standards, governance, and AI oversight for ITSM processes.

Posted 7/3/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $95,000 - $110,000 per yearWebsite

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Define, document and socialize enterprise ITSM quality standards and controls
Design and own automated quality gates and validation checks in tooling
Establish KPIs, SLAs and outcome metrics
Approve the design and maintenance of standard change processes and templates
Bridge service owners, operations, security, compliance and vendors
Validate CMDB governance against Industry Standards
Validate knowledge management quality
Oversee AI/automation governance for ITSM
Validate data handling and privacy safeguards for AI use
Run periodic audits, post‑implementation reviews and continuous improvement cycles
Build enablement and certification programs for platform administrators, service owners and change approvers
Manage third-party/vendor quality agreements related to ITSM tooling

Requirements

What you’ll need

5+ years IT experience; ITSM space preferred
Bachelor’s degree in computer science, Information Systems, Engineering, or a related field required
3+ years of experience in IT service management
Proven ability to identify business and customer needs
Deep working knowledge of service management and governance frameworks (ex. ITIL 4)
Hands‑on experience with major ITSM platforms and tooling (e.g., ServiceNow, Jira Service Management)
Practical familiarity with AI/automation governance in ITSM contexts
Strong technical literacy
Excellent verbal and written communication skills
Demonstrated experience building and operationalizing quality gates

Benefits

Comp & perks

Health, dental and vision insurance coverage
Unlimited Paid Time Off
401K plan with 6% company match
Health Savings Accounts
Flexible Spending Accounts
Disability Insurance
Life Insurance
Tuition Reimbursement
Voluntary Wellness Program
Employee Discounts

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Quality StandardsKPI EstablishmentChange Process DesignData Handling SafeguardsAudit ManagementValidation ChecksContinuous ImprovementGovernance FrameworksQuality GatesKnowledge Management

Soft Skills

Excellent Communication SkillsAbility to Identify Business Needs