Principal Service Management Consultant - Servicenow CRM Workflow Architect - Fsm/som

Principal Service Management Consultant - ServiceNow CRM Workflow Architect - FSM/SOM

Location: Chicago, IL; Houston, TX; Dallas, TX; NY, NY; New Jersey near NY City area; Atlanta, GA

Travel: 25%

Job Summary: As a ServiceNow CRM Workflow Architect, you will lead the design and implementation of scalable, enterprise-grade ServiceNow CSM, FSM, and SOM solutions. This role is pivotal in driving digital transformation initiatives across global business units, ensuring alignment with strategic goals and delivering exceptional customer service experiences.

Responsibilities:

• Architect, design, and implement end-to-end ServiceNow CSM solutions, including Case Management, Knowledge Management, Communities, Field Service Management, Sales and Order Management, and Virtual Agent.
• Lead design workshops and collaborate with business stakeholders to gather and validate requirements.
• Define and enforce architectural standards, governance, and best practices across ServiceNow implementations.
• Integrate ServiceNow CRM solutions with other enterprise platforms (e.g., IT Workflows, HRSD, Security & Risk, etc).
• Provide technical leadership to development teams and ensure high-quality solution delivery.
• Support instance health, performance tuning, and upgrade planning.
• Mentor junior architects and developers, fostering a culture of continuous improvement and innovation.

Required Skills:

• 7 years of experience in enterprise IT architecture, with 4 years focused on ServiceNow.
• Deep expertise in ServiceNow CRM Workflows and related modules.
• Proven experience in global ServiceNow deployments and multi-region architecture.
• Strong understanding of ITIL, customer service operations, and digital workflows.
• ServiceNow certifications: Certified System Administrator (CSA) Certified Technical Architect (CTA) Certified Application Developer (CAD) – optional
• Excellent communication and stakeholder engagement skills.

Desired Skills:

• Ability to lead and mentor engagement teams.
• Ability to communicate with clients and stakeholders at all levels.
• Familiarity with ServiceNow App Engine, IntegrationHub, and Performance Analytics.
• Agile and DevOps delivery experience.

Life at Capgemini:

• 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

About Capgemini:

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2024 global revenues of €22.1 billion.

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 reach out to your recruiting contact. 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. Click the following link for more information on your rights as an Applicant http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law 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.