6 days ago
Gurgaon, IndiaStaff+
Responsibilities
- Lead pre-sales engagements, including RFP/RFI responses, solution architecture, effort estimation, and customer presentations.
- Design end-to-end ITSM solutions covering Incident, Problem, Change, Asset, Service Catalog, and CMDB management.
- Architect ServiceNow platform implementations, integrations, and enterprise service management solutions.
- Drive AI-enabled ITSM initiatives using Virtual Agents, Predictive Intelligence, AIOps, and workflow automation.
- Lead ITSM modernization programs, platform upgrades, and Remedy/Helix-to-ServiceNow migrations.
- Define CMDB, discovery, reconciliation, data migration, and integration strategies.
- Design integrations with Telecom OSS/BSS systems and enterprise applications.
- Govern large-scale transformation programs across multiple workstreams, stakeholders, and delivery teams.
- Establish service KPIs, SLAs, governance reporting, and executive dashboards.
- Mentor architects and delivery teams while developing reusable frameworks and best practices.
Requirements
- Strong experience in ServiceNow ITSM/ITOM architecture and transformation programs.
- Expertise in Incident, Problem, Change, CMDB, Asset Management, and Service Catalog.
- Hands-on experience with ServiceNow ITSM, ITOM, CMDB, CSM, and HRSD.
- Experience with ServiceNow platform architecture, design, and implementation.
- Knowledge of MID Server, REST/SOAP APIs, Flow Designer, and IntegrationHub.
- Experience with Telecom OSS/BSS integration and service management environments.
- Strong understanding of the ITIL v4 framework and ITSM best practices.
- Experience with RFP/RFI responses, solutioning, and customer-facing consulting engagements.
- Proven experience leading large-scale transformation and migration programs.
- Preferred experience with ServiceNow Orchestration, Ansible, Python automation, Predictive Intelligence, AIOps, BMC Remedy/Helix, TM Forum ODA/eTOM, TOGAF, COBIT, cloud, and enterprise service management solutions.
- Preferred certifications include ServiceNow CSA, ServiceNow CIS (ITSM/ITOM), ITIL v4, TOGAF, and ServiceNow CAD.
Benefits
- Lead large-scale ServiceNow, ITSM, Contact Center, and CX transformation programs for global Telecom and Enterprise customers.
- Work with CCaaS, AI, CRM, cloud, and digital transformation platforms and teams.
- Collaborate with global architects, consultants, and technology experts.
- Gain exposure to ServiceNow ITSM/ITOM, AI, automation, cloud, and telecom operations technologies.
- Influence strategic customer decisions and enterprise-wide digital transformation roadmaps.
- Access continuous learning through certifications, training programs, and career growth opportunities.
- Work in a collaborative, innovation-driven environment with ownership and technical leadership opportunities.
Tech Stack
Categories
Solutions Engineering
About Capgemini
Capgemini is a global IT services and consulting firm that delivers strategy, cloud, AI, software engineering, and managed services to large enterprises and public-sector clients. Founded in 1967 and headquartered in Paris, it is publicly traded on Euronext Paris and operates in 50+ countries. The group expanded its engineering capabilities by acquiring Altran in 2020, now operating as Capgemini Engineering.