ServiceNow Architect

This job is with Capgemini, an inclusive employer and a member of my Gwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

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 ondriving Service Now implementation across clients, and ensuring the success of Service Now initiatives withinthe business.

Hybrid working: 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.

If you are successfully offered this position, you will go through a series of pre-employment checks, including: identity, nationality (single or dual) or immigration status, employment history going back 3 continuous years, and unspent criminal record check (known as Disclosure and Barring Service)
Your role

• Drive sales activities and business development around Service Now solutions, identifying opportunities fornew 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 withthose 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 andtailor 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.

You can bring your whole self to work. At Capgemini building an inclusive future is part of everyday life and will be part of your working reality. We have built a representative and welcoming environment, for everyone.

• Service Now Platform Expertise: You need a deep understanding of the Service Now platform, including its capabilities, modules, and best practices for implementation. This involves knowledge of 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 is essential. This includes understanding how to enhance employee engagement, streamline HR operations, and improve overall employee satisfaction. Knowing how to design and implement workflows that support these goals will be beneficial.
• Customer Experience (CX) Strategies: Understanding customer experience strategies and how to improve customer interactions and satisfaction. This includes knowledge of customer journey mapping, customer feedback mechanisms, and customer service best practices.
• Technical Skills: Proficiency in technical aspects such as system integration, data migration, andcustomization of the Service Now platform is important. This includes scripting, workflow automation, and configuring Service Now to meet specific business needs. Being able to troubleshoot and resolve technical issues is also key.
• Analytical and Problem-Solving Skills: The ability to analyse…