Solution Architect - Customer Service Management

Job Title : Solution Architect - ServiceNow

Location : Dallas, Texas ideally but open to Chicago, IL; Atlanta, GA; Houston, TX; Dallas, TX and NY and NJ near NY areas

Travel : 25%

Job description:

Platform Solution Architect – Customer Service Management (CSM) | ESM – D2 Location: Dallas, Texas Reports to: ESM Solution Head

Job Title: Solution Architect – ServiceNow

Overview:

The Solution Architect at Capgemini plays a strategic and technical leadership role in designing and implementing ServiceNow solutions that align with business goals. This role involves working closely with stakeholders across departments to architect scalable, secure, and innovative solutions on the ServiceNow platform.

Key Responsibilities:

• Solution Design & Architecture:

• Lead the solution design and architecture of complex ServiceNow implementations across ITOM, ITSM, HAM, SAM, CSM, and other modules.

• Respond to RFPs, ROMs, and Opportunities.

• Draft comprehensive solution proposals to include scope, timelines, approach and methodologies, future solution architecture, and prepare cost estimates using a hybrid onshore and offshore delivery model.

• Draft Statement of Works (SOWs) based on the solution.

• Participate in customer Q&A sessions, present demos and presentations to demonstrate solutions and capabilities.

• Ability to map business requirements to ServiceNow Capability map.

• Translate business requirements into technical solutions using ServiceNow best practices.

• Ensure architectural integrity and alignment with enterprise standards.

• Evaluate and incorporate emerging technologies, including AI and automation, into ServiceNow solutions.

• Stakeholder Collaboration:

• Partner with business leaders, product managers, and sales teams to define solution roadmaps.

• Present strategic visions and technical solutions to executive audiences.

• Governance & Standards:

• Define and enforce architectural standards and development guidelines.

• Conduct architectural reviews and lead governance processes.

• Mentorship & Leadership:

• Provide technical leadership and mentorship to junior architects, business analysts, and developers.

• Lead knowledge-sharing sessions and contribute to the development of reusable assets and accelerators.

Qualifications:

• Bachelor’s degree in computer science, business, engineering, or related field (or equivalent experience).

• ServiceNow Certified Technical Architect or Master Architect

• 10 years of experience in enterprise architecture, software development, and ServiceNow platform implementation.

• Deep understanding of ServiceNow modules and capabilities.

• Strong communication and presentation skills, especially with executive stakeholders.

• Experience integrating AI and automation into enterprise workflows is a plus.

• Comfortable with leading ServiceNow Delivery Implementations, as needed

• Proficient with Microsoft Products such as Word, PowerPoint, Excel, Visio, Project.

• Excellent written and verbal communication and interpersonal skills.

• Ability to work as a team and independently to meet tight timelines.

• Ability to multi-task and prioritize work.

• Problem solving skills.

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

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.

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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

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.

Job: Infrastructure

Organization: CIS US P&C

Title: Solution Architect - Customer Service Management

Location: TX-Dallas

Requisition ID:

Other Locations: US-NY-New York, US-NJ-Bridgewater, US-GA-Atlanta, US-TX-Houston, US-IL-Chicago