Service Management Consultant - Service Management Process

Job Description

Service Management Consultant - Service Management Process (053152)

Capgemini is a global leader in consulting, digital transformation, technology and engineering services. The Group addresses the breadth of clients’ opportunities in cloud, digital and platforms. Capgemini enables organizations to realize their business ambitions through services from strategy to operations. Capgemini is a multicultural company of 270,000 team members in almost 50 countries. With Altran, the Group reported 2019 combined revenues of €17 billion.

The Cloud Infrastructure Services Global Business Line is Capgemini's consulting and infrastructure build-and-run provisioning offering. It supports the group’s cloud-based services and delivers a broad range of cloud services to build and support the hybrid cloud estate, including leading public and private cloud technologies. Our services include data center, helpdesk, network support, and service integration and service maintenance, as well as infrastructure transformation services to consolidate and migrate workloads and data centers.

Applicants for employment in the US must have valid work authorization that does not require visa sponsorship.

Job Title: Service Management Process

Location: San Antonio

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 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 the 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 is 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 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 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 competency framework, personal development, training and career management programs, and our University learning curriculums.

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

Our Shared values — honesty, boldness, trust, freedom, team spirit, modesty and fun — influence how we meet client needs while respecting regulatory…