Senior ITSM Business Process Architect

MATTHEW N. OWEN

Remote Senior Business Process Architect Senior ITSM Process Engineer Senior Business Analyst ITIL / Lean Six Sigma Enterprise Process Architecture

Large-Scale Systems Transformation

linkedin.com/in/mowriter ********@*****.*** 315-***-**** Remote (US-based)

SUMMARY

Senior Business Process Architect and ITSM Process Engineer with 25+ years delivering enterprise-scale process architecture, requirements, and SOPs for Fortune 50, regulated industries, and public-sector organizations.

Specializes in process modernization, ITSM/ITIL transformation, automation discovery, and systems integration across complex, multi-vendor environments. Proven record of accelerating delivery timelines, reducing manual operations, and producing executive-ready artifacts that enable development, compliance, and operational scalability.

Frequently engaged for high-impact remote contract roles requiring senior judgment, stakeholder leadership, and rapid execution.

CORE EXPERTISE

Organizational Change Management (Stakeholder Buy In, Communication Soft Skills, etc.)

Business Process Architecture (BPMN 2.0, IDEF0, SIPOC, ArchiMate)

ITIL / ITSM (Incident, Change, Problem, Release, Asset, Knowledge, Service Catalog)

Lean Six Sigma / DMAIC (KPI, SLA, pain-point analysis, future-state design)

Business & Technical Requirements (User Stories, BRDs, Traceability, UAT)

SOP & Policy Development (Enterprise, Regulatory, Audit-Ready)

Automation Opportunity Identification & Roadmapping

Stakeholder Facilitation & Executive Workshops

Agile, Waterfall, Hybrid SDLC

TOOLS & TECHNOLOGIES

Process & Authoring: Visio, Lucidchart, iGrafx, IBM Blueworks Live, Office 365, Google Docs

Workflow & Ticketing: ServiceNow, Salesforce, BMC Remedy, Jira

Collaboration: Microsoft Teams, Zoom, Slack

Data & Platforms: Oracle, MySQL, AWS, Google Cloud, Hadoop (Cloudera/Hortonworks)

Geospatial: eLation MapKit, QGIS

AI Productivity: OpenAI, Scribe AI

PROFESSIONAL EXPERIENCE

City National Bank — Senior Process Architect

Remote Mar 2026 – June 2026

Created new and validated existing bank operational processes (Deposits and Personal) as part of regulatory initiative.

Lead process review sessions with key stakeholders to finalize deliverables.

Migrated legacy processes from Visio into Lucidchart.

Audited documentation library for quality control validations and data normalization.

Empire Access — Senior Process Architect / Senior Business Analyst

Remote Mar 2025 – Jan 2026

Led end-to-end process architecture and requirements for Fiber Internet provider Velocity platform upgrade (Order-to-Fulfillment, Dispatch, Troubleshooting).

Facilitated SME and stakeholder workshops to validate current/future state BPMN diagrams and align development scope.

Authored mapped User Stories and business requirements, directly traceable to approved process models.

Designed Address Data Management Lifecycle documentation enabling multi-state marketing, mapping, and billing integrations.

Delivered KPI-driven reporting matrix (frequency, audience, ownership) for development and operations teams.

Accelerated Jira delivery timelines by 6 months through early dependency identification and data readiness.

North Highland (State of Georgia – Enterprise Community Health) — Senior Requirements Analyst / Process Architect

Remote May 2024 – Aug 2024

Developed enterprise SOPs and software architecture diagrams for Release, Change, Configuration, Event, and Content Management.

Extracted latent requirements from legacy Visio assets to reduce vendor dependency and increase client autonomy.

Applied DMAIC to identify automation opportunities (dashboards, modules, reports) and produced detailed handoff requirements for development teams.

Supported migration planning and service catalog integration for future-state deployment.

AT&T — Senior ITSM Process Architect

Remote Jul 2023 – Apr 2024

Produced detailed ITSM workflow SOPs documenting automation, integrations, and operating modes for major platform upgrades.

Chaired validation sessions with SMEs; advised governance boards on best-practice process design. Identified and documented automation candidates to significantly reduce manual operational effort.

ADP — Senior ITSM Process Architect

Remote Mar 2023 – Jun 2023

Established Global Security Organization’s process architecture and methodology practice.

Authored SOPs for Vulnerability Management, Security Communications, and financial intake workflows.

Led executive approval workshops and finalized policy artifacts.

KeyBank — Senior ITSM Process Architect

Remote Dec 2022 – Feb 2023

Mapped enterprise fraud-related financial and accounting processes to support regulatory initiatives.

Facilitated SME workshops and incorporated feedback into compliant, audit-ready SOPs.

Comcast — Lead ITSM Process Architect

Remote May 2022 – Oct 2022

Delivered 20+ enterprise ITSM playbooks, documenting system workflows, module variations, and operational procedures.

Led documentation workshops and transitioned legacy handbooks to wiki-based knowledge platforms.

Designed standardized templates adopted across multiple business units.

Federal Reserve — Lead ITSM Process Architect

Remote Aug 2021 – Apr 2022

Process Architect for security-driven Fault Isolation Zoning initiative following major incident.

Designed primary architecture templates and led workshops across 30 application teams.

Delivered current, future, and post-implementation validation documentation under compliance timelines.

Wells Fargo — ITSM Process Architect / Middleware Asset Consultant

Remote 2015 – 2021

Led Six Sigma-driven process improvements across ITAM, Middleware, Vulnerability Remediation, and Network Segmentation initiatives.

Delivered governance, RACI, and product ownership frameworks for enterprise teams.

Supported regulatory audits with compliant process and SOP documentation.

Earlier Roles:

IBM EPAM HCL Hewlett-Packard — Senior ITSM Process Architecture & Consulting (Remote)

EDUCATION & CERTIFICATIONS

B.A. Writing & Communications — Houghton College

ITIL Foundation v3 — EXIN Lean Six Sigma — White Belt ITIL v4 Foundation (pending) ServiceNow — Welcome to ServiceNow (Badge)

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