Hybrid Solution Architect - Customer Service Management na Capgemini

%3Cp style=%22font-family: Arial;%22%3E%3Cspan style=%22font-size: 12px;%22%3E%3Cstrong%3EJob Title%3C/strong%3E: Solution Architect - Customer Service Management%3C/span%3E%3C/p%3E%0A%3Cp style=%22font-family: Arial;%22%3E%3Cspan style=%22font-size: 12px;%22%3E%3Cstrong%3ELocation%3C/strong%3E: Dallas, Texas ideally but open to Chicago, IL; Atlanta, GA; Houston, TX; Dallas, TX and NY and NJ near NY areas%3C/span%3E%3C/p%3E%0A%3Cp style=%22font-family: Arial;%22%3E%3Cspan style=%22font-size: 12px;%22%3E%3Cstrong%3ETravel%3C/strong%3E: 25%%3C/span%3E%3C/p%3E%0A%3Cp style=%22font-family: Arial;%22%3E%3Cstrong%3E%3Cspan style=%22font-size: 12px;%22%3EJob description:%3C/span%3E%3C/strong%3E%3Cbr%3E%3Cspan style=%22font-size: 12px;%22%3EPlatform Solution Architect %26ndash; Customer Service Management (CSM) | ESM %26ndash; D2 Location: Dallas, Texas Reports to: ESM Solution Head%26nbsp;%3C/span%3E%3C/p%3E%0A%3Cp style=%22font-family: Arial;%22%3E%3Cspan style=%22font-size: 12px;%22%3EAs a Platform Solution Architect, you%26rsquo;ll be at the forefront of shaping next-generation CSM solutions. You%26rsquo;ll work closely with global pre-sales, delivery, and client teams to build robust, cost-effective, and competitive architectures that drive business value and customer satisfaction.%26nbsp;%3C/span%3E%3C/p%3E%0A%3Cp style=%22font-family: Arial;%22%3E%3Cstrong%3E%3Cspan style=%22font-size: 12px;%22%3E%26nbsp;Key Responsibilities:%3C/span%3E%3C/strong%3E%3Cbr%3E%3Cspan style=%22font-size: 12px;%22%3E%26bull; Proven experience as a Solution Architect, SME, or Consultant with deep expertise in ServiceNow CSM and ITSM transformation.%26nbsp;%3C/span%3E%3Cbr%3E%3Cspan style=%22font-size: 12px;%22%3E%26bull; Ability to translate complex technical solutions into clear, value-driven narratives for both technical and business stakeholders.%26nbsp;%3C/span%3E%3Cbr%3E%3Cspan style=%22font-size: 12px;%22%3E%26bull; Strong analytical and problem-solving skills with a focus on aligning architecture to business outcomes.%3C/span%3E%3Cbr%3E%3Cspan style=%22font-size: 12px;%22%3E%26bull; 3+ years of hands-on experience in Service Integration, including design, transition, and operations.%3C/span%3E%3Cbr%3E%3Cspan style=%22font-size: 12px;%22%3E%26bull; 3+ years of experience in ServiceNow ITSM/CSM module configuration, administration, or business analysis.%3C/span%3E%3Cbr%3E%3Cspan style=%22font-size: 12px;%22%3E%26bull; Familiarity with other service management platforms (e.g., BMC Remedy, Kinetic Data).%26nbsp;%3C/span%3E%3Cbr%3E%3Cspan style=%22font-size: 12px;%22%3E%26bull; Experience with Service Request Management, Service Catalog, and non-core ServiceNow modules (e.g., Service Portfolio, HRSD, Security Ops).%3C/span%3E%3Cbr%3E%3Cspan style=%22font-size: 12px;%22%3E%26bull; Exposure to Service Asset %26amp; Configuration Management (SACM) and Organizational Change Management (OCM). %26nbsp;What You%26rsquo;ll Do%26nbsp;%3C/span%3E%3Cbr%3E%3Cspan style=%22font-size: 12px;%22%3E%26bull; Own the end-to-end solution architecture across transition, run, and transformation phases within the Servicenow portfolio.%26nbsp;%3C/span%3E%3Cbr%3E%3Cspan style=%22font-size: 12px;%22%3E%26bull; Lead the development of reusable, scalable solution components including proposal decks, effort models, and delivery frameworks.%26nbsp;%3C/span%3E%3C/p%3E%0A%3Cp style=%22font-family: Arial;%22%3E%3Cstrong%3E%3Cspan style=%22font-size: 12px;%22%3ERequired Skills:%3C/span%3E%3C/strong%3E%3Cbr%3E%3Cspan style=%22font-size: 12px;%22%3E%26bull; Collaborate with delivery leads and SMEs to ensure technical feasibility, cost-effectiveness, and alignment with client SLAs.%26nbsp;%3C/span%3E%3Cbr%3E%3Cspan style=%22font-size: 12px;%22%3E%26bull; Define and document testing strategies, customer responsibilities, and phased implementation plans.%26nbsp;%3C/span%3E%3Cbr%3E%3Cspan style=%22font-size: 12px;%22%3E%26bull; Integrate OCM and Run %26amp; Maintain packages into solution proposals to support long-term client success.%26nbsp;%3C/span%3E%3Cbr%3E%3Cspan style=%22font-size: 12px;%22%3E%26bull; Guide and mentor virtual teams, ensuring architectural consistency and delivery excellence across regions.%26nbsp;%3C/span%3E%3Cbr%3E%3Cspan style=%22font-size: 12px;%22%3E%26bull; Support commercial teams in drafting SoWs, SLAs, and reviewing service credits/penalties.%26nbsp;%3C/span%3E%3Cbr%3E%3Cspan style=%22font-size: 12px;%22%3E%26bull; Contribute to sales-to-delivery handovers, ensuring smooth transitions and aligned expectations. %26nbsp;What Sets You Apart%26nbsp;%3C/span%3E%3Cbr%3E%3Cspan style=%22font-size: 12px;%22%3E%26bull; Strong leadership and stakeholder management skills with the ability to influence across portfolio towers.%26nbsp;%3C/span%3E%3Cbr%3E%3Cspan style=%22font-size: 12px;%22%3E%26bull; Deep understanding of the vendor and partner ecosystem, including Capgemini-preferred tools and platforms.%3C/span%3E%3C/p%3E%0A%3Cp style=%22font-family: Arial;%22%3E%3Cstrong%3E%3Cspan style=%22font-size: 12px;%22%3EDesired Skills:%3C/span%3E%3C/strong%3E%3Cbr%3E%3Cspan style=%22font-size: 12px;%22%3E%26bull; Experience in enterprise-level consulting, due diligence, and advisory for complex deals.%26nbsp;%3C/span%3E%3Cbr%3E%3Cspan style=%22font-size: 12px;%22%3E%26bull; Ability to cost solutions, identify risks, and align pricing with client expectations and market benchmarks.%26nbsp;%3C/span%3E%3Cbr%3E%3Cspan style=%22font-size: 12px;%22%3E%26bull; Familiarity with global delivery models, including offshore coordination and GDC collaboration. %26nbsp;%3C/span%3E%3C/p%3E%0A%3Cp style=%22font-family: Arial;%22%3E%3Cspan style=%22font-size: 12px;%22%3E%3Cstrong style=%22font-family: verdana, geneva, sans-serif; font-size: 12px;%22%3ELife at Capgemini%3C/strong%3E%3C/span%3E%3C/p%3E%0A%3Cp style=%22font-family: Arial;%22%3E%3Cspan style=%22font-size: 12px;%22%3E%3Cspan style=%22font-family: verdana, geneva, sans-serif;%22%3ECapgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:%3C/span%3E%3C/span%3E%3C/p%3E%0A%3Cul%3E%0A%3Cli style=%22font-family: Arial;%22%3E%3Cspan style=%22font-size: 12px;%22%3E%3Cspan style=%22font-family: verdana, geneva, sans-serif;%22%3EFlexible work%3C/span%3E%3C/span%3E%3C/li%3E%0A%3Cli style=%22font-family: Arial;%22%3E%3Cspan style=%22font-size: 12px;%22%3E%3Cspan style=%22font-family: verdana, geneva, sans-serif;%22%3EHealthcare including dental, vision, mental health, and well-being programs%3C/span%3E%3C/span%3E%3C/li%3E%0A%3Cli style=%22font-family: Arial;%22%3E%3Cspan style=%22font-size: 12px;%22%3E%3Cspan style=%22font-family: verdana, geneva, sans-serif;%22%3EFinancial well-being programs such as 401(k) and Employee Share Ownership Plan%3C/span%3E%3C/span%3E%3C/li%3E%0A%3Cli style=%22font-family: Arial;%22%3E%3Cspan style=%22font-size: 12px;%22%3E%3Cspan style=%22font-family: verdana, geneva, sans-serif;%22%3EPaid time off and paid holidays%3C/span%3E%3C/span%3E%3C/li%3E%0A%3Cli style=%22font-family: Arial;%22%3E%3Cspan style=%22font-size: 12px;%22%3E%3Cspan style=%22font-family: verdana, geneva, sans-serif;%22%3EPaid parental leave%3C/span%3E%3C/span%3E%3C/li%3E%0A%3Cli style=%22font-family: Arial;%22%3E%3Cspan style=%22font-size: 12px;%22%3E%3Cspan style=%22font-family: verdana, geneva, sans-serif;%22%3EFamily building benefits like adoption assistance, surrogacy, and cryopreservation%3C/span%3E%3C/span%3E%3C/li%3E%0A%3Cli style=%22font-family: Arial;%22%3E%3Cspan style=%22font-size: 12px;%22%3E%3Cspan style=%22font-family: verdana, geneva, sans-serif;%22%3ESocial well-being benefits like subsidized back-up child/elder care and tutoring%3C/span%3E%3C/span%3E%3C/li%3E%0A%3Cli style=%22font-family: Arial;%22%3E%3Cspan style=%22font-size: 12px;%22%3E%3Cspan style=%22font-family: verdana, geneva, sans-serif;%22%3EMentoring, coaching and learning programs%3C/span%3E%3C/span%3E%3C/li%3E%0A%3Cli style=%22font-family: Arial;%22%3E%3Cspan style=%22font-size: 12px;%22%3E%3Cspan style=%22font-family: verdana, geneva, sans-serif;%22%3EEmployee Resource Groups%3C/span%3E%3C/span%3E%3C/li%3E%0A%3Cli style=%22font-family: Arial;%22%3E%3Cspan style=%22font-size: 12px;%22%3E%3Cspan style=%22font-family: verdana, geneva, sans-serif;%22%3EDisaster Relief%3C/span%3E%3C/span%3E%3C/li%3E%0A%3C/ul%3E%0A%3Cp style=%22font-family: Arial;%22%3E%3Cspan style=%22font-size: 12px;%22%3E%3Cspan style=%22font-family: verdana, geneva, sans-serif;%22%3E%3Cstrong%3EAbout Capgemini%3C/strong%3E%3C/span%3E%3C/span%3E%3C/p%3E%0A%3Cp style=%22font-family: Arial;%22%3E%3Cspan style=%22font-size: 12px;%22%3E%3Cspan style=%22font-family: verdana, geneva, sans-serif;%22%3ECapgemini 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%3C/span%3E%3C/span%3E%3Cbr%3E%3Cspan style=%22font-size: 12px;%22%3E%3Cspan style=%22font-family: verdana, geneva, sans-serif;%22%3Eengineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2024 global revenues of %26euro;22.1 billion.%3C/span%3E%3C/span%3E%3C/p%3E%0A%3Cp style=%22font-family: Arial;%22%3E%3Cspan style=%22font-size: 12px;%22%3E%3Cspan style=%22font-family: verdana, geneva, sans-serif;%22%3EGet the future you want | %3Ca href=%22https://www.capgemini.com%22%3Ewww.capgemini.com%3C/a%3E%3C/span%3E%3C/span%3E%3C/p%3E%0A%3Cp style=%22font-family: Arial;%22%3E%3Cspan style=%22font-size: 12px;%22%3E%3Cspan style=%22font-family: verdana, geneva, sans-serif;%22%3E%3Cstrong%3EDisclaimer%3C/strong%3E%3C/span%3E%3C/span%3E%3C/p%3E%0A%3Cp style=%22font-family: Arial;%22%3E%3Cspan style=%22font-size: 12px;%22%3E%3Cspan style=%22font-family: verdana, geneva, sans-serif;%22%3ECapgemini is an Equal Opportunity Employer encouraging diversity in the workplace. 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.%3C/span%3E%3C/span%3E%3C/p%3E%0A%3Cp style=%22font-family: Arial;%22%3E%3Cspan style=%22font-size: 12px;%22%3E%3Cspan style=%22font-family: verdana, geneva, sans-serif;%22%3EThis 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 accommodations do not pose an undue hardship.%3C/span%3E%3C/span%3E%3C/p%3E%0A%3Cp style=%22font-family: Arial;%22%3E%3Cspan style=%22font-size: 12px;%22%3E%3Cspan style=%22font-family: verdana, geneva, sans-serif;%22%3ECapgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.%3C/span%3E%3C/span%3E%3C/p%3E%0A%3Cp style=%22font-family: Arial;%22%3E%3Cspan style=%22font-size: 12px;%22%3E%3Cspan style=%22font-family: verdana, geneva, sans-serif;%22%3EPlease 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.%3C/span%3E%3C/span%3E%3C/p%3E%0A%3Cp style=%22font-family: Arial;%22%3E%3Cspan style=%22font-size: 12px;%22%3E%3Cspan style=%22font-family: verdana, geneva, sans-serif;%22%3EClick the following link for more information on your rights as an Applicant %3Ca href=%22http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law%22%3Ehttp://www.capgemini.com/resources/equal-employment-opportunity-is-the-law%3C/a%3E%3C/span%3E%3C/span%3E%3C/p%3E%0A%3Cp style=%22font-family: Arial;%22%3E%3Cspan style=%22font-size: 12px;%22%3E%3Cspan style=%22font-family: verdana, geneva, sans-serif;%22%3EApplicants for employment in the US must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the US by Capgemini.%3C/span%3E%3C/span%3E%3C/p%3E Candidatar-se agora