Process SME (CSDM, ServiceNow)

Capgemini is an AI-powered global business and technology transformation partner with nearly 60 years of heritage. It has over 420,000 team members in more than 50 countries, delivering end-to-end services and solutions with deep industry expertise and a strong partner ecosystem across strategy, technology, design, engineering, and business operations.

• At least 6 years of experience in configuration, solutions evaluation, validation, and deployment in ServiceNow IT Operations Management – Discovery, Service Mapping, Event Management
• Working knowledge of ServiceNow IT Operations Management Solutions to build or modify custom patterns and troubleshoot
• At least 6 years of experience implementing ITSM processes including Incident, Problem, Change Management, Catalogue, CMDB, Portal, and Integrations in ServiceNow platform
• At least 8 years of experience in capturing requirements related to consulting, documenting, and mapping current business processes
• Good understanding of basic application and network infrastructure and interdependencies
• Deep knowledge of ServiceNow Platform and Services
• Deep knowledge in ServiceNow ITOM portfolio
• Strong hands-on experience troubleshooting ServiceNow Discovery

• Build customer relationships by delivering at client expectations on assigned deliverables, designing and implementing CSDM, and proactively identifying additional work opportunities
• Build and transition Service Management and Service Integration solutions
• Carry out discovery processes by gathering customer business requirements and assessing IT organization maturity
• Translate customer business requirements into IT delivery, including IT principles
• Oversee specific work/tasks or process streams, ensuring ITIL aligned processes, procedures, and work instructions are produced and trained upon