Description

About the Company

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you'd like, where you'll be supported and inspired by a collaborative community of colleagues around the world, and where you'll be able to reimagine what's possible. Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.

About the Role

Proven experience as a Solution Architect, SME, or Consultant with deep expertise in ServiceNow CSM and ITSM transformation. Ability to translate complex technical solutions into clear, value-driven narratives for both technical and business stakeholders. Strong analytical and problem-solving skills with a focus on aligning architecture to business outcomes.

Responsibilities

• Own the end-to-end solution architecture across transition, run, and transformation phases within the ServiceNow portfolio.
• Lead the development of reusable, scalable solution components including proposal decks, effort models, and delivery frameworks.
• Collaborate with delivery leads and SMEs to ensure technical feasibility, cost-effectiveness, and alignment with client SLAs.
• Define and document testing strategies, customer responsibilities, and phased implementation plans.
• Integrate OCM and Run Maintain packages into solution proposals to support long-term client success.
• Guide and mentor virtual teams, ensuring architectural consistency and delivery excellence across regions.
• Support commercial teams in drafting SoWs, SLAs, and reviewing service credits/penalties.
• Contribute to sales-to-delivery handovers, ensuring smooth transitions and aligned expectations.

Qualifications

• 3+ years of hands-on experience in Service Integration, including design, transition, and operations.
• 3+ years of experience in ServiceNow ITSM/CSM module configuration, administration, or business analysis.
• Familiarity with other service management platforms (e.g., BMC Remedy, Kinetic Data).
• Experience with Service Request Management, Service Catalog, and non-core ServiceNow modules (e.g., Service Portfolio, HRSD, Security Ops).
• Exposure to Service Asset Configuration Management (SACM) and Organizational Change Management (OCM).

Required Skills

• Strong leadership and stakeholder management skills with the ability to influence across portfolio towers.
• Deep understanding of the vendor and partner ecosystem, including Capgemini-preferred tools and platforms.
• Experience in enterprise-level consulting, due diligence, and advisory for complex deals.
• Ability to cost solutions, identify risks, and align pricing with client expectations and market benchmarks.
• Familiarity with global delivery models, including offshore coordination and GDC collaboration.

Pay range and compensation package

The base compensation range for this role in the posted location is: $160,000 to $200,000 Base Pay USD. Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law. The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction. These may include, but are not limited to: Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance, Market and business consideration, Internal pay equity. It is not typical for candidates to be hired at or near the top of the posted compensation range. In addition to base salary, this role may be eligible for additional compensation such as variable incentives, bonuses, or commissions, depending on the position and applicable laws. Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees. In the U.S. and Canada, available benefits are determined by local policy and eligibility and may include: Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave, Medical, dental, and vision coverage (or provincial healthcare coordination in Canada), Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada), Life and disability insurance, Employee assistance programs, Other benefits as provided by local policy and eligibility.

Equal Opportunity Statement

Capgemini is an Equal Opportunity Employer encouraging inclusion in the workplace. Capgemini also participates in the Partnership Accreditation in Indigenous Relations (PAIR) program which supports meaningful engagement with Indigenous communities across Canada by promoting fairness, accessibility, inclusion and respect. We value the rich cultural heritage and contributions of Indigenous Peoples and actively work to create a welcoming and respectful environment. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law. This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodation does not pose an undue hardship. Capgemini is committed to providing reasonable accommodation during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact. Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process. Click the following link for more information on your rights as an Applicant in the United States. http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law