**Sr. ServiceNow CSM Developer** Description - External Capgemini is seeking an experienced ServiceNow Business Analyst CSM SME (Customer Service Management) with a proven track-record of designing and deploying best practice process solutions and Case Management responsibilities of the CSM Module as part of a ServiceNow deployment. As a Snow CSM SME BA (Business Analyst or Business Process Consultant), you work alongside the Platform Architect and Developer to understand the critical business and operational objectives of our customers, lead workshops to discover, engineer, and deploy ITIL and Service Management based Best Practices that ultimately lead to seamless implementations of the ServiceNow platform for our external customers. You must have at least 6 CSM Module implementations. **MUST live near these markets: Atlanta, GA; Chicago, IL; Dallas, TX; NY, NY; Houston, TX** Overall Key Qualifications Mandatory: CSA ServiceNow Certification Additional Certification(s): A ServiceNow Customer Service Management Implementation Specialist Certification (CIS-CSM) is ideal but not mandatory. Qualifications Minimum of 6 years of ServiceNow development experience, as detailed above Implement and configure a broad range of ServiceNow Applications, such as CSM, ITSM, ITOM, HR, SecOps, GRC, and Employee Center Design / Develop ServiceNow Tables, Fields, Forms and Access Controls Solid understanding with creating Business Rules, ACL’s, Client Scripts, UI Policies, UI Macros, UI Scripts, Catalog Forms, etc. Prepare and lead process and platform requirement workshops with customer sponsors and key partners to provide guidance on standard methodologies, and document platform requirements Extensive consultative experience with at least 3 primary ServiceNow applications, including: · IT Service Management · Human Resources Service Delivery · Customer Service Management · Governance, Risk, and Compliance · Service Asset and Configuration Management, including a thorough understanding of the Common Services Data Model · IT Operations Management · Strategic Portfolio Management Document, communicate and validate business, functional design, and process requirements throughout the customer engagement. Garner a thorough understanding of our customer’s as-is environment and identify areas of process/platform improvement in order to recommend solutions that gain process efficiencies, improve long-term platform sustainability, and increase adoption rates. Ensure all process related deliverables to customers are complete, consistent, high quality, on time and deliver valued outcomes. Design and document user acceptance test scripts to validate that the solution provided meets the operational requirements of our customer. Collaborate and give to the organization to support continuous improvement of our team’s abilities to deliver significant and timely engagements for our customers. Maintain a high level of knowledge in ServiceNow products, processes, standard methodology, capabilities, and features. Willingness to procure more ServiceNow Certifications to stay on top of the platform, and all ServiceNow knowledge and versions. **About Capgemini** Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of nearly 350,000 team members in more than 50 countries. As we leverage cloud, data, AI, connectivity, software, digital engineering, and platforms to address the entire breadth of business needs, this passion drives a powerful commitment. To unlock the true value of technology for your business, our planet, and society for a more inclusive, sustainable future. Get The Future You Want | www.capgemini.com **About Cloud Infrastructure Services (CIS):** CIS powers enterprises’ business and technology digital transformation by accelerating change, reinforcing cybersecurity, empowering employees, managing complexity, and fostering adaptability. Working across sectors in 50 countries, our 30,000 cloud professionals apply our world-class expertise with cloud leaders to offer bespoke, ongoing cloud, infrastructure, cybersecurity, digital workplace, and enterprise service management support. Leveraging our close partnerships with leading cloud vendors and advanced intelligence from our global operations centers, our CIS teams are trusted by clients to securely navigate in today’s dynamic business environments, driving forward business value so they get the future they want. Our unique approach to infrastructure connects solutions, services, and suppliers to implement integrated solutions across the IT supply chain, public and private clouds, and legacy environments, helping clients optimize their digital transformation journeys. Our five key service areas are: 1. **Cloud Services:** Exploiting the cloud at speed and scale 2. **Employee Experience Services:** Making the “future of work” work for our clients 3. **Cybersecurity Services:** Securing Foundations to Create Open Futures 4. **Enterprise Service Management:** Taking charge of complexity to drive business value 5. **Infrastructure Services:** Managing and modernizing IT estates + **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 **Disclaimer** Capgemini 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. This 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. Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please get in touch with your recruiting contact. Click the following link for more information on your rights as an Applicant http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law **Please 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.** **Applicants 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.** **Job:** _Infrastructure_ **Organization:** _CIS US P&C_ **Title:** _Sr. ServiceNow CSM Lead_ **Location:** _GA-Atlanta_ **Requisition ID:** _075096_