Overview

ServiceNow Solution Architect is a role within Digital Customer Experience’s (DCX) Business Technology practice in the UK. You will be responsible for programme management and technical delivery, with a focus on driving ServiceNow implementation across clients, and ensuring the success of ServiceNow initiatives within the business.

Responsibilities

• Drive sales activities and business development around ServiceNow solutions, identifying opportunities for new business, and building relationships with key clients.
• Lead the sales process from pre-sales through to contract signing, including proposal development, presentations, and negotiations.
• Collaborate with the sales team to design, scope, and pitch innovative ServiceNow solutions to prospective clients.
• Identify market trends and client needs, aligning Digital Customer Experience’s ServiceNow offerings with those insights to drive sales growth.
• Act as the primary point of contact for senior client and internal stakeholders, establishing trust and delivering results in strategic ServiceNow engagements.
• Work with C-level executives, IT leaders, and functional business units to understand requirements and tailor ServiceNow solutions to meet their needs.
• Build and maintain strong relationships with ServiceNow’s leadership, as well as key partners, to ensure ongoing collaboration and alignment.

Skills and experience

• ServiceNow Platform Expertise: Deep understanding of the ServiceNow platform, including its capabilities, modules, and best practices for implementation. This involves knowledge of HR Service Delivery (HRSD), IT Service Management (ITSM), IT Operations Management (ITOM), Customer Service Management (CSM), Employee Service Centre, Case and Knowledge Management, and Performance Analytics.
• People Experience and HR Processes: Familiarity with HR processes and employee experience strategies, including designing and implementing workflows that support engagement and satisfaction.
• Customer Experience (CX) Strategies: Understanding of customer journey mapping, feedback mechanisms, and customer service best practices.
• Technical Skills: Proficiency in system integration, data migration, and customization of the ServiceNow platform, including scripting, workflow automation, and configuration; ability to troubleshoot and resolve technical issues.
• Analytical and Problem-Solving Skills: Ability to analyse requirements, identify gaps, and propose effective solutions, interpret data, and make informed decisions.
• Communication and Collaboration: Excellent communication to interact with stakeholders, gather requirements, and provide updates; collaboration with IT, HR, and business leaders; ability to articulate technical concepts to non-technical stakeholders up to CXO level.
• Change Management: Understanding change management principles to ensure smooth adoption, including training and supporting end-users.
• Sales and Consulting Skills: Ability to build demonstrations and provide consulting services to tailor the platform to client needs, offering strategic advice and solutions.

Security clearance

To be successfully appointed to this role, it is a requirement to obtain SC clearance. To obtain SC clearance, the successful applicant must have resided continuously within the United Kingdom for the last 5 years, along with other criteria and requirements. Throughout the recruitment process, you will be asked questions about your security clearance eligibility such as, but not limited to, country of residence and nationality. Some posts are restricted to sole UK Nationals for security reasons; therefore, you may be asked about your citizenship in the application process.

What does "Get The Future You Want" mean for you?

You will be empowered to explore, innovate, and progress. You will benefit from Capgemini’s ‘learning for life’ mindset, with training and development opportunities from thinktanks to hackathons, and access to 250,000 courses with external certifications.

Why you should consider Capgemini

Growing clients’ businesses while building a more sustainable, more inclusive future is a tough ask. When you join Capgemini, you’ll join a thriving company and become part of a collective of free-thinkers, entrepreneurs and industry experts. We seek out opportunities that will transform the world’s leading businesses and you’ll gain experiences and connections to shape your future. You’ll learn from colleagues, share knowledge, and push yourself to do better, helping clients leverage technology to innovate and grow their business.

About Capgemini

Capgemini is a global business and technology transformation partner helping organisations accelerate their digital and sustainable transition, with a diverse group of 340,000 team members in more than 50 countries. It delivers end-to-end services and solutions from strategy and design to engineering, driven by capabilities in AI, cloud and data, and a strong partner ecosystem. The Group reported 2024 global revenues of €22.1 billion.