Senior ServiceNow Business Analyst SIAM Management Consultant

Senior Service Now Business Analyst – SIAM Management Consultant

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The Service Now SIAM Business Analyst is a client‑facing expert responsible for designing, implementing, and optimizing Service Integration and Management (SIAM) frameworks using the Service Now platform. This role combines deep knowledge of SIAM operating models and Service Now capabilities to assess and deliver integrated, multi‑supplier service environments that meet business and technical requirements.

• Support the definition and implementation of SIAM frameworks within Service Now, including service definitions, SLAs, and critical metrics.
• Collaborate with engagement teams to translate business needs into technical requirements and Service Now workflows.
• Develop and maintain Service Management Manuals (SMMs) and supporting documentation for SIAM delivery.
• Configure and integrate Service Now modules relevant to SIAM such as Incident, Problem, Change, Service Catalog, Supplier Management, and Service Level Management.
• Provide guidance on industry best practices and ensure alignment with ITIL and SIAM principles.
• Design and implement dashboards and performance analytics to monitor service delivery and supplier performance.
• Support onboarding and configuration of Managed Service Providers (MSPs) and ensure seamless integration with middleware platforms.
• Participate in governance forums and contribute to continuous improvement initiatives across service towers.

• Proven experience in SIAM and Service Now solution design and implementation.
• Strong understanding of Service Now platform, architecture and modules relevant to SIAM.
• Expertise in business and technical writing for client‑facing documentation.
• Familiarity with infrastructure, networks, databases, and web technologies.
• Excellent communication and stakeholder engagement skills.
• Ability to work independently and proactively address integration challenges.
• Ability to work with clients and stakeholders at all levels.
• Ability to conduct SIAM/Service Now maturity and healthcheck assessments.
• Ability to create engagement documentation and collateral.

• Knowledge and expertise of the methods defined within the Service Integration and Management Book of Knowledge (SIAMBoK).
• Service Now Certified System Administrator (CSA) and Implementation Specialist certifications.
• Experience with multi‑vendor environments and service integrator models.
• Knowledge of governance frameworks and performance metrics.

The base compensation range for this role in the posted location is: $115,000 to $130,000 Base Salary USD. Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. 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.

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.

• 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.

Capgemini is an Equal Opportunity Employer encouraging inclusion in the workplace. Capgemini also participates in the Partnership Accreditation in Indigenous Relations…