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IT Service Process Architect

Date: May 15, 2019

Location: Southlake, TX, US, 76092-2103

Company: Sabre

Req ID: 47812

Job Family: Information Technology/Software Development


Sabre is the global leader in innovative technology that leads the travel industry. We are always looking for bright and driven people who have a penchant for technology and want to hone their skills. If you are interested in challenging work, being part of a global team, and solving complex problems through technology, business intelligence and analytics, and Agile practices - then Sabre is right for you! It is our people who develop and deliver powerful solutions that meet the current and future needs for our airline, hotel, and travel agency customers.

Job Description

The ideal candidate should possess, extensive process engineering experience, deep ITIL subject matter expertise, specifically with ServiceNow ITSM, ITOM, ITAM and Catalog practice areas, highly developed critical thinking, problem solving and analytical skills. A self-starter who can, with minimal guidance/supervision lead multiple process improvement initiatives concurrently targeted at understanding stakeholder requirements, business problems to resolve and outcomes to achieve. Prioritize and make recommendations to leadership based on data driven analysis to facilitate rapid decision making. You will also often work directly with Development, Solution Architects & Product Owners to guide and deliver solutions. Knowledgeable with standards and best practices around process engineering and strive to research and maintain awareness of current and merging process, policy and technology trends and solutions related to IT Service Management. Design, establish and promote policies, processes and procedures. Define and drive adoption of a consistent process framework including tools, methodology and documentation templates as applicable - such as value stream maps, work flow charts, swim-lane diagrams, cause and effect diagrams etc.  Educate and train other process owners to improve techniques and promote a culture of continuous improvement and alignment to best practices.

  • Lead data gathering and analysis and identify clear and compelling written deliverables aligning with best practice, and/or strategic roadmap
  • Results and solutions oriented – drive incremental and measurable improvements with a sense of urgency
  • Facilitate workshops with Leadership, Key Stakeholders and SMEs to share assessment findings and collaborate on recommendations/opportunities
  • Design and champion a process center of excellence
  • Coach and mentor other process practitioners within the organization to adopt best practices
  • Participate in all Scrum activities (daily, backlog refinement, demonstrations, etc.)

Job Requirements

  • 8+ years of progressively expanding responsibility for leading process design/improvement initiatives; experience determining customer requirements, defining process measures, identifying root cause and measuring project outcomes
  • 5+ years of leading process improvement initiatives leveraging ServiceNow ITSM, ITOM, ITAM and Catalog functions
  • Applied experience in the design and deployment of multiples areas from the following list is a must: Incident Management, Problem Management, Change Management, Release Management, Configuration Management, Service Catalog Management, Event Management, Orchestration, Discovery, Infrastructure Automation, Cloud and OpenShift/Microservices architecture
  • Ability to communicate and translate complex concepts in simple terms to a diverse audience
  • Demonstrated ability to organize workload, multitask, think analytically, solve technical problems, and establish relationships across business and IT team members
  • Focused self-starter, self-motivated, self-directed and driven to deliver results and adapt to ever changing demands
  • Effective in decision making, managing risks and prioritizing efforts based on greatest ROI
  • Familiarity with enterprise architecture concepts and best practices
  • Working knowledge of DevOps trends, processes and solutions
  • Knowledgeable of Agile processes and use of Rally or similar tool for managing stakeholder requirements and tracking delivery


  • Master’s degree or equivalent work experience
  • Agile Scrum Certification
  • ITSM & ITIL training/certification
  • Experience with logical data modeling
  • Lean/Six sigma


Reasonable Accommodation

Sabre is committed to working with and providing reasonable accommodation to applicants with disabilities. Applicants applying for a Sabre position with a disability who require a reasonable accommodation for any part of the application or hiring process may contact Sabre's Compliance Office at


Affirmative Action

Sabre is an equal employment opportunity/affirmative action employer and is committed to providing equal employment opportunities to minorities, females, veterans, and disabled individuals. EEO IS THE LAW


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