ServiceNow Advisory Services Architect

Overview:
As a ServiceNow Advisory Services Architect at Capgemini, you will design, deploy, and communicate best-practice process solutions to help clients achieve their business goals. In this role, you will lead and collaborate with project teams through process discovery, re-engineering, improvement, and analysis sessions within the ServiceNow ecosystem. You will act as a trusted advisor to customers, leveraging strong interpersonal skills and a consultative approach. This position involves developing proactive strategies for ServiceNow consulting projects delivered through virtual and/or on-site workshops.

Key Responsibilities:

• Lead customer workshops leveraging business process consulting experience; recommend improvements to processes and practices.
• Conduct process discovery and requirements workshops to accurately capture customer needs.
• Identify areas for process and platform improvement; recommend solutions to enhance efficiency, sustainability, and adoption.
• Document, communicate, and validate business and functional requirements throughout engagements.
• Advise customers on ServiceNow tools, features, and processes that deliver additional value.
• Ensure all process-related deliverables are complete, consistent, high-quality, and delivered on time.
• Design and deliver tailored ServiceNow solution demonstrations aligned with customer objectives and measurable KPIs.
• Provide exceptional customer service across all engagements.
• Support continuous improvement of delivery practices, collateral, and team development.
• Manage multiple projects or initiatives simultaneously.
• Deliver measurable results within timelines, ensuring positive client feedback.
• Contribute to team knowledge sharing through training, blogs, and collaborative initiatives.
• Resolve issues, gaps, or roadblocks promptly.
• Assist in creating reusable collateral to improve delivery speed and quality.
• Maintain expertise in ServiceNow products, processes, best practices, and features.
• Expand platform knowledge by learning new modules and broadening skill sets.

Required Skills:

• ServiceNow CSDM certification (must obtain and maintain).

Desired Skills:

• Excellent written and verbal communication skills.
• Strong active listening and facilitation abilities.
• Skilled in decision-making and problem-solving.
• Experience documenting process design, business requirements, user stories, and project collateral.
• Customer-centric mindset with strong interpersonal skills.
• Proven ability to lead and execute complex strategic and operational initiatives in large organizations.
• Experience advising and partnering with key stakeholders and executives