ServiceNow CSM Platform Solution Architect –- (Pre-Sales required)

Job Title: Technology Manager - Platform Solution Architect – Customer Service Management (CSM) (Pre-Sales)

Location: Scottsdale, Houston, Irving, Chicago, Detroit, New York, Atlanta

Travel: 25% of the time

Job description:
• 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).

Key Responsibilities:
• 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.
• 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.

Required Skills:
• 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.
• 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 cryopreservation
• Social well-being benefits like subsidized back-up child/elder care and tutoring
• Mentoring, coaching and learning programs
• Employee Resource Groups
• Disaster Relief

About Capgemini

Capgemini 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 i