Solution Architect - Customer Service Management

Job Title: Solution Architect - Customer Service Management

Location: Dallas, Texas ideally; or, Chicago, IL; Dallas, TX; Houston, TX; Atlanta, GA; NY, NY; or New Jersey area near NY

Travel: 25%

Job description:
Platform Solution Architect – Customer Service Management (CSM) | ESM – D2 Location: Dallas, Texas Reports to: ESM Solution Head 

As a Platform Solution Architect, you’ll be at the forefront of shaping next-generation CSM solutions. You’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. 

 Key Responsibilities:
• Proven experience as a Solution Architect, SME, or Consultant with deep expertise in ServiceNow CSM and ITSM transformation. 
• Ability to translate complex technical solutions into clear, value-driven narratives for both technical and business stakeholders. 
• Strong analytical and problem-solving skills with a focus on aligning architecture to business outcomes.
• 3+ years of hands-on experience in Service Integration, including design, transition, and operations.
• 3+ years of experience in ServiceNow ITSM/CSM module configuration, administration, or business analysis.
• Familiarity with other service management platforms (e.g., BMC Remedy, Kinetic Data). 
• Experience with Service Request Management, Service Catalog, and non-core ServiceNow modules (e.g., Service Portfolio, HRSD, Security Ops).
• Exposure to Service Asset & Configuration Management (SACM) and Organizational Change Management (OCM).  What You’ll Do 
• Own the end-to-end solution architecture across transition, run, and transformation phases within the Servicenow portfolio. 
• Lead the development of reusable, scalable solution components including proposal decks, effort models, and delivery frameworks. 

Required Skills:
• Collaborate with delivery leads and SMEs to ensure technical feasibility, cost-effectiveness, and alignment with client SLAs. 
• Define and document testing strategies, customer responsibilities, and phased implementation plans. 
• Integrate OCM and Run & Maintain packages into solution proposals to support long-term client success. 
• Guide and mentor virtual teams, ensuring architectural consistency and delivery excellence across regions. 
• Support commercial teams in drafting SoWs, SLAs, and reviewing service credits/penalties. 
• Contribute to sales-to-delivery handovers, ensuring smooth transitions and aligned expectations.  What Sets You Apart 
• Strong leadership and stakeholder management skills with the ability to influence across portfolio towers. 
• Deep understanding of the vendor and partner ecosystem, including Capgemini-preferred tools and platforms.

Desired Skills:
• Experience in enterprise-level consulting, due diligence, and advisory for complex deals. 
• Ability to cost solutions, identify risks, and align pricing with client expectations and market benchmarks. 
• Familiarity with global delivery models, including offshore coordination and GDC collaboration.  

Life at Capgemini

Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:

• Flexible work
• Healthcare including dental, vision, mental health, and well-being programs
• Financial well-being programs such as 401(k) and Employee Share Ownership Plan
• Paid time off and paid holidays
• Paid parental leave
• Family building benefits like adoption assistance, surrogacy, and cryoprese