Job Description

Job Details

? 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.
? 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).

Key Requirements and Responsibilities

Key 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.

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.