Senior Service Management Consultant - ServiceNow Business Analyst - SIAM

Job Title: Senior Senior Service Management Consultant - ServiceNow Business Analyst - SIAM

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

Travel: 25%

Job Description: 

Job Summary The ServiceNow SIAM Business Analyst is a client-facing expert responsible for designing, implementing, and optimizing Service Integration and Management (SIAM) frameworks using the ServiceNow platform. 
This role combines deep knowledge of SIAM operating models and ServiceNow capabilities to assess and deliver integrated, multi-supplier service environments that meet business and technical requirements. 
 
Key Responsibilities:
Support the definition and implementation of SIAM frameworks within ServiceNow, including service definitions, SLAs, and critical metrics. Collaborate with engagement teams to translate business needs into technical requirements and ServiceNow workflows. 
Develop and maintain Service Management Manuals (SMMs) and supporting documentation for SIAM delivery. 
Configure and integrate ServiceNow modules relevant to SIAM, such as Incident, Problem, Change, Service Catalog, Supplier Management, and Service Level Management. Provide guidance on industry best practices and ensure alignment with ITIL and SIAM principles 
1. Design and implement dashboards and performance analytics to monitor service delivery and supplier performance. 
Support onboarding and configuration of Managed Service Providers (MSPs) and ensure seamless integration with middleware platforms. Participate in governance forums and contribute to continuous improvement initiatives across service towers. 

Required Qualifications:  
Proven experience in SIAM and ServiceNow solution design and implementation. 
Strong understanding of ServiceNow architecture and modules relevant to SIAM. 
Expertise in business and technical writing for client-facing documentation. 
Familiarity with infrastructure, networks, databases, and web technologies. 
Excellent communication and stakeholder engagement skills. 
Ability to work independently and proactively address integration challenges. 
Ability to work with clients and stakeholders of all levels. 
Ability to conduct SIAM/ServiceNow maturity and healthcheck assessments. 
Ability to create engagement documentation and collateral. 

Preferred Qualifications:  
Knowledge and expertise of the methods defined within the Service Integration and Management Book of Knowledge (SIAMBoK). 
ServiceNow Certified System Administrator (CSA) and Implementation Specialist certifications. 
Experience with multi-vendor environments and service integrator models. 
Knowledge of governance frameworks and performance metrics.

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

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