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Service Delivery Architect
The Church of Jesus Christ of Latter-day Saints. Learn how support currently operates by observing teams, identifying workarounds, and establishing baseline ticket volumes, categories, and bottlenecks .
Tech Stack
Tools & technologiesCloudERPOracleServiceNow
About the role
Key responsibilities & impact- Learn how support currently operates by observing teams, identifying workarounds, and establishing baseline ticket volumes, categories, and bottlenecks
- Design the support model, including intake, ownership, escalation routing, functional and technical tiers, Oracle escalation, organizational placement, roles, capacity, coverage, and required skills
- Specify and test ServiceNow categorization, routing, priority, severity, service targets, and knowledge-article lifecycle processes
- Ensure the model works while Oracle Fusion Cloud and PeopleSoft 9.2 operate concurrently across migrated and non-migrated areas
- Track planned changes across live operations and delivery, define change-lane rules, and manage go-live pauses
- Produce process documentation, runbooks, escalation and RACI matrices, intake scripts, and training materials
- Support hypercare planning, define success measures, and transfer the operating model to the team that will run it
Requirements
What you’ll need- Bachelor's Degree in a related field
- Minimum 8 or more years running, improving, or redesigning operations in a business setting, owning the outcome rather than only documenting the process, or a Master's degree and 6 years of experience
- Process improvement experience that held up after implementation
- Experience leading design work across teams not directly managed
- Ability to document undocumented work by working alongside process owners
- Fluency with enterprise systems; ERP experience preferred
- Experience designing or running tiered support models, including intake, triage, escalation, and ownership
- Working familiarity with ServiceNow or a similar platform
- Experience working across areas, time zones, and cultures
- Clear writing skills
- Must be a member of The Church of Jesus Christ of Latter-day Saints and currently temple worthy
- Lean Six Sigma, Agile or iterative delivery, Oracle Fusion Cloud, PeopleSoft 9.2, ITIL v4 Foundation, Knowledge-Centered Service, and large nonprofit, mission-driven, or public-sector experience are nice to have
Benefits
Comp & perks- Church employment benefits; details available at https://careers.churchofjesuschrist.org
- Equal opportunity employer and reasonable accommodations for qualified individuals with known disabilities