ServiceNow CSM Lead - Principal Service Management Consultant

Job Description

ServiceNow CSM Lead - Principal Service Management Consultant-

Description

The ServiceNow CSM Lead participates and actively supports business initiatives by building reliable, efficient, scalable and business oriented solutions based on Now platform.

They are involved in design and architecture of complex systems that are design around and in conjunction with ServiceNow.

Specifically for this role, the CSM ServiceNow Lead is a critical resource who needs to be able to demonstrate the value of the Now Platform with business (non-IT) stakeholders and be able to translate business outcomes into technical requirements (and vice versa)

Qualifications

Required :

• Strong consulting experience in design, architecture and implementation of ServiceNow Customer Workflows
• Experience in standing up greenfield ServiceNow solutions to support Service Desk operations
• Experience developing and implementing systems using Agile / Scrum methodology
• Ability to listen, interpret, strategize and consult on complex business processes and technical concepts
• Experience in leading Client workshops with customers across Business and IT.
• Good interpersonal skills and proven customer centric approach to work
• Superb communication skills, both verbal and written
• ServiceNow Certifications in CSA and CIS in at least one of ITSM, HRSD, CSM or ITOM Product Family (Event, Discovery or Service Mapping)

Preferred

• Experience with either the design / implementation of SAP ECC or SAP Business Suite, at minimum strong consulting experience in design integration with SAP ERPs
• Experience with IVR and Telephony System design and integration
• Experience in designing Virtual Agent / Chat Bot solutions with both ServiceNow native tools and
• Good understand of ServiceNow Licensing constructs
• A history in working with Retail clients, with special consideration given to experience in working with those clients that operate work in both corporate and franchise models
• CSM Suite Certification
• ServiceNow Certified Application Developer

Bonus Points

• Proficient in Service Portal or Employee Service Center
• Experience in being a People Manager for both senior and junior technical resources, or demonstrated experience in acting a mentor to an extended team

Life at Capgemini

Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer :

• Flexible work
• Healthcare including dental, vision, mental health, and well-being programs
• Financial well-being programs such as (k) and Employee Share Ownership Plan
• Paid time off and paid holidays
• Paid parental leave
• Family building benefits like adoption assistance, surrogacy, and cryopreservation
• Social well-being benefits like subsidized back-up child / elder care and tutoring
• Mentoring, coaching and learning programs
• Employee Resource Groups
• Disaster Relief

Capgemini is a global leader in partnering with companies to transform and lead their business by harnessing the power of technology.

The Group is guided everyday by its purpose of igniting human energy through technology for an inclusive and balanced future.

It is a responsible and diverse organization of over , team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, motivated by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms.

The Group reported in global revenues of €22 billion.

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