Service and Process Architect

Overview

Connecting clients to markets – and talent to opportunity

With 4,300 employees and over 400,000 retail and institutional clients from more than 80 offices spread across five continents, we’re a Fortune-100, Nasdaq-listed provider, connecting clients to the global markets – focusing on innovation, human connection, and providing world-class products and services to all types of investors.

At StoneX, we offer you the opportunity to be part of an institutional-grade financial services network that connects companies, organizations, and investors to the global markets ecosystem. As a team member, you'll benefit from our unique blend of digital platforms, comprehensive clearing and execution services, personalized high-touch support, and deep industry expertise. Elevate your career with us and make a significant impact in the world of global finance.

Business Segment Overview: Engage in a deep variety of business-critical activities that keep our company running efficiently. From strategic marketing and financial management to human resources and operational oversight, you’ll have the opportunity to optimize processes and implement game-changing policies.

Responsibilities

Position Purpose: We are looking for a driven and ambitious Service and Process Architect with a proven track record of delivering service design and process engineering, to our join IT Service Management department. As an IT Service Management subject matter expert you will collaborate closely with multiple internal departments, including software development teams, Service Operations, and infrastructure teams. This role involves driving the strategic design, implementation, and continuous improvement of IT processes to meet regulatory requirements and enhance IT efficiency.

Primary duties will include: 

• Design, implement, provide early life support, and maintain IT services and processes, focusing on ITIL IT Service Management processes (e.g., Incident, Problem, Change, Knowledge, Configuration, Service Level, Availability Management and other)
• Standardize the ITIL processes across Enterprise IT
• Drive continual service improvement by identifying process inefficiencies, designing solutions, managing improvement initiatives, and measuring results.
• Define and document requirements for Service Management platform – ServiceNow
• Maintain and create ITSM documentation, including policies, processes, and procedures.
• Define KPI linked to company objectives
• Own service performance reporting
• Provide necessary process assistance to members in IT Service Management team – Business Analysts, Configuration Manager and Process Manager
• Provide necessary process SME assistance to ServiceNow Development team
• Design new and preparing existing process for automation
• Collaborate with compliance and governance teams to ensure alignment with firm-wide policies, KPIs, and regulatory requirements.
• Partner with IT verticals to ensure the processes support their business objectives and address their pain points
• Be the IT Service Management champion – run outreach and awareness campaigns

Qualifications

To land this role you will need:

• Minimum 5 years’ experience of designing and implementing ITIL v4 (or v3) processes into service organizations
• Experience in leading implementation projects in cooperation with or without project management office
• Strong documentation skills in producing business case proposals, reporting and service design and transition documentation
• Good understanding of Agile, DevOps, SCRUM and CI/CD concepts
• ITIL v3 Intermediate qualification; ITIL Expert or ITIL 4 Managing Professional certificate is a plus
• Extensive knowledge of ServiceNow
• Six Sigma or similar Lean qualifications
• Strong understanding of customer-oriented IT support service requirements

Working environment:

• Hybrid (3 days per week in an office)our new Cracow office address: St. Mogilska 35.