Sr. ServiceNow CSM Lead - Atlanta, United States - Capgemini

Description

**About Capgemini**

Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of nearly 350,000 team members in more than 50 countries. As we leverage cloud, data, AI, connectivity, software, digital engineering, and platforms to address the entire breadth of business needs, this passion drives a powerful commitment. To unlock the true value of technology for your business, our planet, and society for a more inclusive, sustainable future.

Get The Future You Want |

**About Cloud Infrastructure Services (CIS):**

CIS powers enterprises business and technology digital transformation by accelerating change, reinforcing cybersecurity, empowering employees, managing complexity, and fostering adaptability. Working across sectors in 50 countries, our 30,000 cloud professionals apply our world-class expertise with cloud leaders to offer bespoke, ongoing cloud, infrastructure, cybersecurity, digital workplace, and enterprise service management support.

Leveraging our close partnerships with leading cloud vendors and advanced intelligence from our global operations centers, our CIS teams are trusted by clients to securely navigate in todays dynamic business environments, driving forward business value so they get the future they want. Our unique approach to infrastructure connects solutions, services, and suppliers to implement integrated solutions across the IT supply chain, public and private clouds, and legacy environments, helping clients optimize their digital transformation journeys.

Our five key service areas are:

1. **Cloud Services:** Exploiting the cloud at speed and scale

2. **Employee Experience Services:** Making the future of work work for our clients

3. **Cybersecurity Services:** Securing Foundations to Create Open Futures

4. **Enterprise Service Management:** Taking charge of complexity to drive business value

5. **Infrastructure Services:** Managing and modernizing IT estates

**ServiceNow Business Analyst - CSM Client Service Management SME**

Capgemini is seeking an experienced ServiceNow Business Analyst CSM SME (Client Service Management) with a proven track-record of designing and deploying best practice process solutions as part of a ServiceNow deployment. The ideal candidate will work alongside the Platform Architect and Developer to understand the critical business and operational objectives of our customers, and lead workshops to discover, engineer, and deploy ITIL and Service Management based best practices that ultimately lead to a seamless implementation of the ServiceNow platform.

**MUST live near these markets: Atlanta, GA; Chicago, IL; Dallas, TX**

**Key Qualifications:**

**A ServiceNow Customer Service Management Implementation Specialist Certification (CIS-CSM) is ideal.**

Prepare and lead process and platform requirement workshops with customer sponsors and key partners to provide guidance on standard methodologies, and document platform requirements

Extensive consultative experience with at least 2 primary ServiceNow applications, including

IT Service Management

Human Resources Service Delivery

Customer Service Management

Governance, Risk, and Compliance

Service Asset and Configuration Management, including a thorough understanding of the Common Services Data Model

IT Operations Management

Strategic Portfolio Management

Document, communicate and validate business, functional design, and process requirements throughout the customer engagement

Garner a thorough understanding of our customers as-is environment and identify areas of process/platform improvement in order to recommend solutions that gain process efficiencies, improve long-term platform sustainability, and increase adoption rates.

Ensure all process related deliverables to customers are complete, consistent, high quality, on time and deliver valued outcomes

Design and document user acceptance test scripts to validate that the solution provided meets the operational requirements of our customer

Collaborate and give to the organization to support continuous improvement of our teams abilities to deliver significant and timely engagements for our customers

Maintain a high level of knowledge in ServiceNow products, processes, standard methodology, capabilities, and features.

+ **Life at Capgemini**

+ Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:

+ Flexible work

+ Healthcare including dental, vision, mental health, and well-being programs

+ Financial well-being programs such as 401(k) and Employee Share Ownership Plan

+ Paid time off and paid holidays

+ Paid parental leave

+ Family building benefits like adoption assistance, surrogacy, and cryopreservation

+ Social well-being benefits like subsidized back-up child/elder care and tutoring

+ Mentoring, coaching and learning programs

+ Employee Resource Groups

+ Disaster Relief

**Disclaimer**

Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.

Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please get in touch with your recruiting contact.

Click the following link for more information on your rights as an Applicant

**Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.**

**Applicants for employment in the US must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the US by Capgemini.**

**Additional Qualifications:**

Minimum 5 years of consultative experience in process definition, improvement, and re-engineering for customers who are adopting the ServiceNow platform

Sophisticated presentation skills, including the creation and delivery of professional PowerPoint presentations

Documenting client requirements as stories in the ServiceNow Agile module

ITIL V4 Foundations Certification is ideal

ServiceNow Certified Systems Administrator Certification

**What we offer:**

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 comprehensive competency framework, our personal development, training and career management programs, and our University innovative and business-focused learning curriculums.

We promote a culture of diversity. We believe working with dedicated individuals from different backgrounds and points of view is a strategic advantage and an ongoing opportunity. Diversity enriches our creative solutions and adds new value for our clients.

Our Shared values have been at the heart of the group since our formation. They are honesty, boldness, trust, freedom, team spirit, modesty and fun. These values influence the way we meet client needs while respecting the regulatory requirements of each country in which we operate, and the way we promote ethically sound practices within Capgemini and in our partnerships.

Capgemini is committed to building a workforce of employees with a diverse group of backgrounds and work experiences.

Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.

Click the following link for more information on your rights as an Applicant -

**Job:** _Infrastructure_

**Organization:** _CIS US P&C_

**Title:** _Sr. ServiceNow CSM Lead_

**Location:** _GA-Atlanta_

**Requisition ID:** _075096_