ServiceNow Solution Architect

Roles and Responsibilities

The ServiceNow ITOM/ITAM Solution Architect is expected to be well-versed in ServiceNow IT Operations Management (ITOM) and IT Asset Management (ITAM) offerings. This role requires leading customers through discussions to identify knowledge gaps and requirements essential for the successful implementation and deployment of ServiceNow ITOM solutions. Key components include Discovery, Configuration Management Database (CMDB), Orchestration, Service Mapping and Integrations, as well as Hardware and Software Asset Management.
In collaboration with the Service Level Manager and governance team, the Solution Architect will be responsible for designing enhancements to ServiceNow’s functionality. The individual will serve as the solution architect for major ServiceNow initiatives, particularly when integrating ITOM/ITAM with other ServiceNow products. 

Requirements

A qualified candidate should possess a blend of technical, analytical, and collaborative skills. The minimum educational requirement is a bachelor’s degree, complemented by over ten years of experience working with IT Service Management (ITSM) tools, and at least five years of extensive experience in developing ITOM and ITAM solutions, with a strong focus on the ServiceNow platform.

The ideal candidate must demonstrate strong collaboration skills, with the ability to influence decision makers and global teams even without formal authority. The role requires a capacity to listen to and appreciate diverse perspectives, gather input from all stakeholders, and deliver solutions, recommendations, and decisions.

Excellent communication skills are essential. The candidate must be fluent in English, with the ability to write clearly and communicate ideas effectively. Both verbal and written communication skills are important, as is the ability to interact professionally with diverse groups and organizational levels.

The position calls for the ability to understand stakeholders’ requirements and translate them into technical solutions. Furthermore, the candidate should be able to explain complex technical concepts in concise and accessible business language.

A systems-thinking approach is required, particularly with respect to the ServiceNow Platform and its integration capabilities with other systems and tools, including DevOps and infrastructure solutions. In-depth knowledge of ITOM and ITAM tools in the market is necessary, along with a good understanding of DevOps, cloud technologies, and other emerging tools that are shaping the evolution of ITOM/ITAM processes.

The ideal candidate will have experience serving as the technical lead for mid-to-large scale ServiceNow implementations and possess advanced technical skills in development technologies, such as JavaScript, JSON, Bootstrap, SOAP/REST APIs, and a solid understanding of relational databases.
Comprehensive knowledge of both on-premise and cloud infrastructure components is required, as is familiarity with all disciplines of network and application security.

Certifications
• ITIL V3 certification (with an understanding of ITIL V4)
• ServiceNow certifications such as Administrator, Developer, Implementation Specialist, or all
• Other relevant process and technical certifications
• Primary Skills
• Expertise in ServiceNow ITOM and ITAM solutions
• Extensive experience with IT Service Management (ITSM) tools
• Technical lead experience in ServiceNow implementations
• Advanced development skills (JavaScript, JSON, Bootstrap, SOAP/REST APIs)
• Strong knowledge of Configuration Management Database (CMDB), Discovery, Orchestration, Service Mapping, and Integrations
• In-depth understanding of Hardware and Software Asset Management
• Systems-thinking approach to platform integration
• Solid understanding of relational databases

Secondary Skills
Collaboration and influence across global teams
Excellent verbal and written communication skills in English
Ability to translate stakeholder requirements into technical solutions
Ability to explain complex technical concepts in accessible business language
Knowledge of DevOps and cloud technologies
Participation in platform roadmap development
Understanding of emerging ITOM/ITAM tools and processes
Listening and appreciating diverse perspectives, gathering stakeholder input

Long Description

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.

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.