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Solution Architect HRSD

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

Job Description

Enterprise Service Management (ESM) ServiceNow Employee Center Pro (ECP) HR Service Delivery (HRSD) Architect

The ESM ECP HRSD Architect is responsible for the end-to-end architecture, solution design, and technical governance of ServiceNow HR Service Delivery (HRSD) and Employee Center Pro (ECP) experiences. This role leads the design and implementation of an employee-facing service experience across HR and enterprise services, ensuring secure, scalable, and user-centric solutions aligned to organizational standards, HR operating model, and ServiceNow best practices.

This Architect partners with HR, IT, Security, and enterprise stakeholders to deliver a modern employee experience, enabling case management, knowledge, service catalog, workflows, integrations, analytics—while driving adoption, performance, and continuous improvement.

 

Qualifications:

  • 7–10+ years in ServiceNow with significant experience architecting enterprise solutions.
  • 3–5+ years focused on HRSD and employee experience/portal design (ECP/Employee Center).
  • Demonstrated architecture leadership across case management, service portals/employee experiences, knowledge, catalog, workflows, and reporting.
  • Strong experience designing integrations with HR systems (e.g., Workday/SAP HCM/payroll) using APIs/IntegrationHub/MID Server.
  • Strong understanding of security/privacy controls for HR data and regulated information.
  • Experience in large-scale enterprise delivery with multiple stakeholders and governance processes.
  • ServiceNow Employee Center Pro expertise including UX design patterns, taxonomy, and search optimization.
  • Experience with:
  • Now Assist / GenAI features for knowledge, case summarization, and agent productivity
  • Virtual Agent and conversation design
  • Performance Analytics and employee experience measurement
  • Experience with ESM expansion beyond HR (e.g., Facilities, Legal, Finance shared services) using a common portal approach.
  • Prior consulting background and multi-client/multi-program delivery experience.
  • Certifications:
    • ITIL v4/5
    • ServiceNow Certified System Administrator (CSA)
    • ServiceNow Certified Implementation Specialist – HRSD
    • ServiceNow Certified Application Developer (CAD) or CIS – Service Portal/Employee Center (if applicable)
    • ServiceNow Certified Technical Architect (CTA) (highly desirable) or architect-level equivalent experience
  • Key Skills & Competencies
    • Architectural leadership and stakeholder influence (HR, IT, Security, Legal, Compliance)
    • Strong requirements-to-design translation and documentation discipline
    • Excellent communication: executive storytelling + hands-on technical direction
    • Strong governance mindset: standards, patterns, review boards, decision logs
    • Agile delivery leadership and coaching across cross-functional squads

 

Job Description - Grade Specific

Responsibilities:

  • Architecture & Solution Design
    • Own solution architecture for HRSD + Employee Center Pro, including portal/experience design, information architecture, and personalization.
    • Design HRSD capabilities including Case & Knowledge Management, Service Catalog, HR Agent Workspace, Lifecycle Events, Employee Document Management, HR Task Management, and HR analytics/reporting.
    • Define standards for reusability across ESM (common taxonomy, catalog patterns, knowledge templates, workflows, data standards).
    • Produce architecture artifacts: HLD/LLD, integration patterns, security model, data flow diagrams, environment strategy, and NFRs.
  • Employee Experience (ECP) Leadership
    • Lead the end-user experience strategy for Employee Center Pro, including:
      • Topic/landing page design and content strategy
      • Search relevance, taxonomy, and knowledge curation
      • Virtual Agent / chat experience design and deflection strategy
      • UX consistency, accessibility, and performance guidelines
    • Establish portal governance: content ownership, publishing lifecycle, A/B testing, feedback loops.
  • HRSD Process & Operating Model Alignment
    • Partner with HR process owners to align platform design to HR operating model (e.g., shared services, tiering, SLAs, routing).
    • Architect case routing strategies (COEs, employee relations, benefits, payroll), assignment rules, and omni-channel intake.
    • Define HR service metrics: SLA/OLA, deflection, FCR, backlog aging, employee satisfaction, and adoption measures.
  • Integration Architecture
    • Architect integrations with HR and enterprise systems (examples): Workday, SAP HCM, AD/Azure AD, identity governance, payroll vendors, benefits providers, document repositories.
    • Define integration patterns using IntegrationHub, APIs, MID Server, ETL approaches.
    • Establish error handling, monitoring, data reconciliation, and auditability.
  • Security, Privacy & Compliance (HR Data)
    • Design secure HR solutions with strict controls over sensitive data (e.g., PII/PHI where applicable):
      • Role-based access, domain separation (if relevant), ACL strategy
      • Data retention and legal hold considerations
      • Auditing, encryption, and secure integrations
    • Partner with InfoSec/Privacy to meet compliance obligations (SOX/GDPR/CCPA as applicable).
  • Delivery Leadership & Technical Governance
    • Lead/guide delivery teams (developers, BA, UX, testers) on build standards and architecture decisions.
    • Enforce platform engineering practices: code quality, performance, ATF strategy, CI/CD controls, and upgrade readiness.
    • Own technical governance for demand intake, design reviews, architecture boards, and build-to-run transition.
  • Platform Quality, Performance & Maintainability
    • Ensure solutions meet NFRs for availability, performance, scalability, maintainability, and upgrade safety.
    • Define monitoring and operational readiness (health scans, instance hygiene, logging, integration monitoring).
    • Drive continuous improvement and technical debt remediation.

The base compensation range for this role in the posted location is: $92,263 to $184,525 

Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law.

The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction.

These may include, but are not limited to: Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance, Market and business consideration, Internal pay equity.

It is not typical for candidates to be hired at or near the top of the posted compensation range.

In addition to base salary, this role may be eligible for additional compensation such as variable incentives, bonuses, or commissions, depending on the position and applicable laws.

 

Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees. In the U.S. and Canada, available benefits are determined by local policy and eligibility and may include: 

  • Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave
  • Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
  • Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
  • Life and disability insurance
  • Employee assistance programs
  • Other benefits as provided by local policy and eligibility

Important Notice: Compensation (including bonuses, commissions, or other forms of incentive pay) is not considered earned, vested, or payable until it becomes due under the terms of applicable plans or agreements and is subject to Capgemini’s discretion, consistent with applicable laws. The Company reserves the right to amend or withdraw compensation programs at any time, within the limits of applicable legislation.

 

Disclaimers

Capgemini is an Equal Opportunity Employer encouraging inclusion in the workplace. Capgemini also participates in the Partnership Accreditation in Indigenous Relations (PAIR) program which supports meaningful engagement with Indigenous communities across Canada by promoting fairness, accessibility, inclusion and respect.  We value the rich cultural heritage and contributions of Indigenous Peoples and actively work to create a welcoming and respectful environment. 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 accommodation does not pose an undue hardship. Capgemini is committed to providing reasonable accommodation 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 in the United States.  http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law

 

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.

 
Ref. code:  384846
Posted on:  Mar 30, 2026
Experience Level:  Experienced Professionals
Contract Type:  Permanent
Location: 

Atlanta, GA, US Tampa, FL, US Cincinnati, US Dayton - Sogeti US, US Westerville, OH, US Santa Clara, CA, US Bellevue, WA, US Berwyn, PA, US Seattle, WA, US Bridgewater, NJ, US Houston, TX, US Brooklyn, NY, US San Francisco, CA, US Burlington, MA, US Austin, TX, US Dallas, TX, US Guaynabo, PR, US Columbia, SC, US New York, NY, US Nashville, TN, US Irving, TX, US Chicago, IL, US Southfield, MI, US Mclean, VA, US

Brand:  Capgemini
Professional Community:  Cloud Infrastructure Management


Nearest Major Market: Atlanta

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