Service - Managing Solution Architect

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Location- This is a hybrid role based anywhere in the United States.

About the role-

We are seeking a Senior Service Now Solution Architect to lead the design and delivery of AI‑enabled, customer and employee experience solutions on the Service Now platform.

Your role-

In this role, you will work across pre‑sales, solution architecture, and delivery, partnering with clients and internal teams to modernize workflows across Customer Service, HR, and CRM. You’ll help organizations realize rapid value through AI‑driven automation, scalable architectures, and outcome‑focused implementations.

• Own end‑to‑end solution architecture for Service Now CSM, HRSD, CRM/SOM, and AI‑driven workflows
• Design AI‑first solutions using Now Assist, AI Control Tower, Virtual Agent, and Agent Workspace
• Translate business needs into scalable, best‑practice Service Now architectures
• Lead client workshops and architecture discussions with technical and business stakeholders
• Partner with sales teams during pre‑sales and deal shaping
• Bring in-depth knowledge of key workflows (HR, CRM, SOM, automation) to recommend proven transformation models powered by Service Now
• Contribute to proposals, solution designs, estimates, and demos
• Help position Service Now solutions aligned to client goals and market needs
• Develop reusable assets and frameworks to support future opportunities
• Act as a trusted advisor to senior client stakeholders, including executives
• Collaborate with Service Now and ecosystem partners
• Mentor consultants and help scale high‑performing delivery teams
• Support the growth and maturity of the DCX Service Now practice

Required Experience

• 7–12+ years in enterprise consulting or workflow transformation as a lead or solution architect
• Proven experience as a Service Now Solution Architect, SME, or senior consultant
• Strong hands‑on experience with:
• CSM, HRSD, CRM/SOM
• Now Assist, AI Control Tower, Generative AI features
• Flow Designer, Integration Hub, Virtual Agent
• Experience designing omnichannel customer and employee experience workflows
• Solid understanding of:
• HR processes and employee experience
• Customer experience strategies and journey design
• Integrations, data migration, scripting, and platform configuration
• Strong communication skills with the ability to engage CXO‑level stakeholders
• Experience supporting change management and user adoption
• US‑based with ability to travel as needed

Preferred Qualifications

• Service Now certifications (CSA, CAD, CSM, HRSD, ITSM, Integration Hub, ATF)
• Experience with agentic automation, LLM orchestration, and workflow AI
• Project or program management certifications (PMP, PgMP, Prince2)
• Background in large‑scale digital customer experience transformations

Education

• Master’s degree or MBA preferred

The base compensation range for this role in the posted location is: $93,800 - $224,910

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…