Senior Service Management Consultant - Service Management Process

Overview

Job Description - Senior Service Management Consultant - Service Management Process (054428)

About Capgemini
Capgemini is a global leader in consulting, digital transformation, technology and engineering services. The Group is at the forefront of innovation to address the entire breadth of clients’ opportunities in the evolving world of cloud, digital and platforms. Building on its strong 50-year+ heritage and deep industry-specific expertise, Capgemini enables organizations to realize their business ambitions through an array of services from strategy to operations.

Capgemini is driven by the conviction that the business value of technology comes from and through people. Today, it is a multicultural company of 270,000 team members in almost 50 countries. With Altran, the Group reported 2019 combined revenues of €17billion.

About Infrastructure Services:
The Cloud Infrastructure Services Global Business Line is Capgemini's consulting and infrastructure build-and-run provisioning offering and supports the group's cloud-based services. As part of the integrated cloud offering from Capgemini, Cloud Infrastructure Services delivers a broad range of cloud services to build and support the hybrid cloud estate by encompassing the leading public cloud players and leading private cloud technologies. With EUR 1.5 billion annual revenue, Cloud Infra Services helps clients virtualize and optimize their IT estates through infrastructure outsourcing services such as data center, helpdesk, network support, and service integration and service maintenance support.

Our other services also include infrastructure transformation services-helping clients consolidate and migrate entire workloads and data centers.

Applicants for employment in the US must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the US by Capgemini

Job Title: Senior Service Management Consultant - Service Management Process

Location: Atlanta, GA

Travel: 25%

• Drives and manages effort to implement new requirements on the Now platform regarding ITSM Processes and Service Now functionalities
• During implementations:
  Assists with the discovery process.
• Supports other team members on specific work or process streams including ensuring ITIL aligned processes, procedures and work instructions are produced to required standard and are trained upon.
• Assists with ensuring that any related Service Integration for services by multiple service towers and providers has been completed.
• Supports and delivers to the standard transition project model
• Collaborates with the Platform Support Team in implementation of technical good practices, policies and procedures
• Aligns Service Now platform capabilities to business strategy and Service Now roadmap
• Provides architectural controls and analysis of impacts for new requirements
• Acts as a contact point for service management expertise including training, mentoring & staff augmentation. Builds customer relationships by delivering above client expectations on assigned deliverables and accountable for proactively identifying & winning add on work and identifying cross sales leads.
• Stays current on Service Now products and applicable integrated technologies

• Facilitation and interpersonal skills with strong verbal and writing skills in order to effectively communicate plus analytical skills
• Project management skills to ensure all deliverables with experience of working to budgets/forecasting
• Operational management/service delivery experience
• Awareness of a number of Service Management tools (e.g. BMC and Service Now)
• Experience of designing, developing and/or implementing ITIL aligned processes
• Regulatory Compliance awareness including ISO
  20000, GDPR, Sarbanes Oxley (SOX) and FDA compliance

• Required:
• ITIL certified (level depends upon grade)
• Prince 2 practitioner certified (desirable)
• COBIT, VeriSM, IT4IT, Lean IT (desirable)
• Service Now Certified System Administrator (must have), specific module:
  Certified Implementer/presales/micro-certifications

Your career matters to you and is important to us too. Because your goals and needs are constantly evolving, we offer visibility, leeway and support to help you grow and progress in your career. This approach builds notably on our comprehensive competency framework, our personal development, training and career management programs, and our University innovative and business-focused learning curriculums.

We promote a culture of diversity. We believe working with talented individuals from different backgrounds and points of view is a strategic advantage and an ongoing opportunity. Diversity enriches our creative solutions and adds value for our clients.

Our Shared values have been at the heart of the group since our formation. They are honesty, boldness, trust, freedom, team spirit, modesty and fun. These values influence the way we meet client needs while…