ServiceNow Architect

About the job you’re considering

Service Now Solution Architect is a role within Digital Customer Experience’s (DCX) Business Technology practice in the UK. You will be responsible for programme management and technical delivery, with a focus on driving Service Now implementation across clients, and ensuring the success of Service Now initiatives within the business.

The places that you work from day to day will vary according to your role, your needs, and those of the business; it will be a blend of Company offices, client sites, and your home; noting that you will be unable to work at home 100% of the time.

• Drive sales activities and business development around Service Now solutions, identifying opportunities for new business, and building relationships with key clients.
• Lead the sales process from pre‑sales through to contract signing, including proposal development, presentations, and negotiations.
• Collaborate with the sales team to design, scope, and pitch innovative Service Now solutions to prospective clients.
• Identify market trends and client needs, aligning Digital Customer Experience’s Service Now offerings with those insights to drive sales growth.
• Act as the primary point of contact for senior client and internal stakeholders, establishing trust and delivering results in strategic Service Now engagements.
• Work with C‑level executives, IT leaders, and functional business units to understand requirements and tailor Service Now solutions to meet their needs.
• Build and maintain strong relationships with Service Now’s leadership, as well as key partners, to ensure ongoing collaboration and alignment.

• Service Now Platform Expertise: Deep understanding of the Service Now platform, including HR Service Delivery (HRSD), IT Service Management (ITSM), IT Operations Management (ITOM), Customer Service Management (CSM), Employee Service Centre, Case and Knowledge Management, and Performance Analytics.
• People Experience and HR Processes: Familiarity with HR processes and employee experience strategies to enhance engagement, streamline operations, and improve satisfaction.
• Customer Experience (CX) Strategies: Knowledge of customer journey mapping, customer feedback mechanisms, and best practices to improve interactions and satisfaction.
• Technical
  
  Skills:
  
  Proficiency in system integration, data migration, and customization of the Service Now platform, including scripting, workflow automation, and configuration.
• Analytical and Problem‑Solving
  
  Skills:
  
  Ability to analyse requirements, identify gaps, and propose effective solutions.
• Communication and
  
  Collaboration:
  
  Excellent communication with stakeholders, ability to articulate technical concepts to non‑technical decision‑makers.
• Change Management: Understanding of change management principles, training, and support for users.
• Sales and Consulting
  
  Skills:
  
  Ability to demonstrate solutions, provide consulting services, and tailor the platform to client needs.

Capgemini is proud to be a Disability Confident Employer (Level
2) under the UK Government’s disability confident scheme. All candidates who declare a disability and meet the minimum essential criteria will be offered an interview.

To be successfully appointed to this role, you must obtain a Security Check (SC) clearance. SC clearance requires continuous residence in the United Kingdom for the last five years and other eligibility criteria.