Enterprise Architect – Application Portfolio, CMDB & Architectural Governance

This role is an essential member of Enterprise Architecture, Service Management, and Governance within Global Technology at Willis Towers Watson. It is crucial for designing and developing the overall architecture — including processes, governance, and tools — that align WTW's services with its business goals, and for maintaining a trusted, single source of truth for WTW's application landscape. This role serves as a strategic bridge between business leadership and technical implementation teams.

This Enterprise Architect is responsible for designing, implementing, and maintaining WTW's IT Service Management (ITSM) framework, with direct ownership of the Application Inventory, Application Registry and governance as the authoritative sources of application and configuration data. This role ensures ITSM and architecture processes align with business objectives, comply with industry standards, and support continuous service improvement. The Architect acts as a strategic advisor and process owner, driving governance, data integrity, automation, and operational excellence across IT services.

The Role

Framework Design & Governance

• Define and maintain ITSM architecture based on ITIL and organizational standards.

• Establish governance models, review cycles, and compliance mechanisms for ITSM processes.

Application Inventory & Application Registry

• Own and maintain the Application Inventory and Application Registry as the single source of truth for all applications across the organization.

• Ensure every application is documented with accurate metadata, ownership, business criticality, and lifecycle status.

• Identify and remediate redundant, duplicate, or shadow applications through ongoing inventory analysis.

CMDB & Process Ownership

• Own core ITSM processes (Incident, Problem, Change, Request, CMDB) and ensure consistency and maturity across all ITSM practices, through partnerships with SACM team.

• Drive reconciliation between the Application Registry and CMDB so application-to-infrastructure relationships and dependencies are accurate and current.

• Ensure CMDB integration adheres to frameworks such as CSDM and supports downstream ITSM tooling.

Architectural Governance

• Lead Architectural Governance processes, including chairing architecture review boards, defining review criteria, and issuing architectural decisions or exceptions.

• Develop and maintain enterprise architecture standards, patterns, and reference architectures that guide application design and technology selection.

Documentation & Compliance

• Maintain process and architecture documentation, version control, and audit trails.

• Conduct regular audits of application, CMDB, and governance data and implement corrective actions.

Tooling & Automation

• Drive adoption and optimization of ITSM and application portfolio management tools (e.g., ServiceNow).

• Identify opportunities to automate inventory, CMDB reconciliation, and governance reporting.

Continuous Improvement

• Identify and implement process improvements based on KPIs, data quality metrics, and operational feedback.

Stakeholder Engagement

• Collaborate with application owners, infrastructure, security, IT leadership, and governance forums to validate data accuracy and drive adoption of governance processes.

• Communicate changes and provide training to impacted teams.

Key Performance Indicators

• ITSM process compliance and audit scores.

• Accuracy and completeness of the Application Inventory, Application Registry, and CMDB.

• Reduction in incident resolution time and change failure rates.

• Adoption and optimization of ITSM and application portfolio tools.

• Architectural governance compliance and continuous improvement initiatives delivered.

The Qualifications

Education: Bachelor's degree in IT, Computer Science, or related field.

Experience:

• 7+ years in IT Service Management or enterprise/solution architecture roles, with at least 3 years in an architect or senior process owner position.

• Proven experience with the ITIL framework, ITSM tool implementation, and managing application portfolio or CMDB data.

• Hands-on experience with CMDB and ITSM platforms (e.g., ServiceNow) and application portfolio management tools.

• Proven experience leading governance boards or review processes with cross-functional stakeholders.

Certifications:

• ITIL Expert or Managing Professional certification required.

• ServiceNow or equivalent ITSM platform certification, and/or TOGAF, preferred.

Technical Skills:

• Strong understanding of ITSM processes, CMDB, and automation strategies.

• Familiarity with governance, compliance, and audit practices, and enterprise architecture frameworks (e.g., TOGAF).

Soft Skills:

• Exceptional communication and stakeholder management skills, with the ability to drive awareness, education, and adoption across diverse business units.

• Strong understanding of WTW technologies, applications, and their uses.

• Demonstrated ability to define requirements, prioritize needs, and collaborate with business and technology teams to deliver.

• Experience leading governance processes, shaping implementation, and aligning initiatives with enterprise strategy and stakeholder priorities.

• Ability to influence without direct authority.

Note: Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity.

Compensation and Benefits

Base salary range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, qualifications/experience, performance in the role and potential for revenue generation (Producer roles only).

Compensation 

The base salary compensation range being offered for this role is $150,000.00-$225,000.00 USD annually. This role is also eligible for an annual short-term incentive bonus.

Company Benefits

WTW provides a competitive benefit package which includes the following (eligibility requirements apply):

• Health and Welfare Benefits: Mental health/emotional wellbeing (including Employee Assistance Program), medical (including prescription drug coverage and fertility benefits), dental, vision, Health Savings Account, Commuter Accounts, Health Care and Dependent Care Flexible Spending Accounts, company-paid life insurance, supplemental life insurance, AD&D, group accident, group critical illness, group legal, identify theft protection, wellbeing program, adoption assistance, surrogacy assistance, auto/home insurance, pet insurance and other work/life resources
• Leave Benefits: Paid holidays, annual paid time off (includes state/local paid leave where required), company-paid disability (short-term and long-term disability), other leaves (e.g., bereavement, FMLA, ADA, jury duty, military leave, and Parental and Adoption Leave),  Paid Time Off (only included for Washington roles)
• Retirement Benefits: Qualified contributory pension plan (if eligible) and 401(k) plan with annual nonelective company contribution. Non-qualified retirement plans available to senior level colleagues who satisfy the plans’ eligibility requirements.

Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles County Fair Chance Ordinance for Employers, we will consider for employment qualified applicants with arrest and conviction records.

This position will remain posted for a minimum of three business days from the date posted or until sufficient/appropriate candidate slate has been identified.