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ServiceNow Solution Architect

Join us in driving the future of Enterprise Service Management and Telecom Operations Transformation. As an ITSM / ServiceNow Transformation Architect, you will lead the design and implementation of next-generation IT Service Management solutions across Telecom, OSS/BSS, and Enterprise IT environments. This role combines deep ITSM expertise with ServiceNow platform capabilities to deliver AI-driven service operations, process automation, and large-scale transformation programs.

Your Role

You will be responsible for leading ITSM transformation initiatives, ServiceNow solution architecture, and platform modernization programs. Working closely with customers, business stakeholders, and delivery teams, you will design scalable, integrated, and AI-enabled service management solutions that improve operational efficiency and service experience.

Your Profile

  • 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 including Virtual Agents, Predictive Intelligence, AIOps, and workflow automation.
  • Lead ITSM modernization programs, platform upgrades, and legacy tool migrations (Remedy/Helix to ServiceNow).
  • Define CMDB, discovery, reconciliation, data migration, and integration strategies.
  • Design integrations with Telecom OSS/BSS systems and enterprise applications.
  • Govern large-scale transformation programs spanning 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.

Mandatory Skills

  • 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 in 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 ITIL v4 Framework and ITSM Best Practices
  • Experience in RFP/RFI responses, solutioning, and customer-facing consulting engagements
  • Proven experience leading large-scale transformation and migration programs

Preferred Skills

  • ServiceNow Orchestration
  • Ansible and Python Automation
  • ServiceNow Predictive Intelligence and AIOps
  • BMC Remedy / Helix
  • TM Forum ODA/eTOM Frameworks
  • TOGAF and COBIT
  • Cloud and Enterprise Service Management Solutions

Preferred Certifications

  • ServiceNow CSA
  • ServiceNow CIS (ITSM/ITOM)
  • ITIL v4
  • TOGAF
  • ServiceNow CAD

What You'll Love About Working Here

  • Lead large-scale Contact Center and CX Transformation programs.
  • Work with leading CCaaS, AI, and CRM platforms.
  • Drive AI-powered customer service innovation and cloud adoption.
  • Collaborate with global CX, cloud, and digital transformation teams
  • Lead large-scale ServiceNow and ITSM Transformation programs for global Telecom and Enterprise customers.
  • Drive AI-powered Service Management initiatives using AIOps, Virtual Agents, Predictive Intelligence, and Automation.
  • Work on complex OSS/BSS, ITSM, and Enterprise Service Management modernization engagements.
  • Collaborate with industry-leading architects, consultants, and technology experts across global teams.
  • Gain exposure to cutting-edge technologies including ServiceNow ITSM/ITOM, AI, Automation, Cloud, and Telecom Operations.
  • Influence strategic customer decisions and shape enterprise-wide digital transformation roadmaps.
  • Opportunity to lead end-to-end solution architecture, customer consulting, and business transformation initiatives.
  • Continuous learning through certifications, training programs, and career growth opportunities.
  • Work in a collaborative, innovation-driven environment that encourages ownership and technical leadership.
  • Be part of delivering next-generation Digital Operations and Intelligent Service Management solutions.

Join us in driving the future of Enterprise Service Management and Telecom Operations Transformation. As an ITSM / ServiceNow Transformation Architect, you will lead the design and implementation of next-generation IT Service Management solutions across Telecom, OSS/BSS, and Enterprise IT environments. This role combines deep ITSM expertise with ServiceNow platform capabilities to deliver AI-driven service operations, process automation, and large-scale transformation programs.
Ref. code:  549552
Posted on:  24 Oct 2026
Experience Level:  Experienced Professionals
Contract Type:  Permanent
Location: 

Gurgaon, IN

Brand:  Capgemini Engineering
Professional Community:  Manufacturing & Operations Engineering

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