ServiceNow Implementation Architect: CX, IT & HR Workflows

Capgemini; Birmingham; Hybrid; GBP 50,000 - 75,000; Full time

Benefits offered by this job

Hybrid working arrangements

Countless training and development opportunities

Access to external certifications

Job summary

A global technology consultancy is seeking a ServiceNow Platform Implementation Solution Specialist in Birmingham to enhance customer and employee experiences through innovative ServiceNow solutions. This role focuses on designing workflows, integrating applications, and utilizing modern user interfaces. Ideal candidates will possess expertise in ServiceNow, JavaScript, and strong analytical skills. The company promotes a hybrid work model and offers extensive training opportunities to support professional growth.

Qualifications

• Proven experience with ServiceNow platform focusing on customer and employee experiences.
• Deep understanding of customer journey optimization including marketing, sales, and commerce.
• Strong knowledge of employee lifecycle touchpoints such as onboarding and career development.

Responsibilities

• Design and develop solutions for ServiceNow workflow applications.
• Utilize ServiceNow's Experience Layer to build modern user interfaces.
• Integrate ServiceNow applications with external systems using REST/SOAP APIs.

Skills

ServiceNow Expertise

Customer journey optimization

JavaScript

HTML

CSS

Analytical mindset

Tools

Glide API

Flow Designer

IntegrationHub

Job description

About the job you're considering

The ServiceNow Platform Implementation Solution Specialist is a technical and strategic role within Digital Customer Experience's (DCX) Business Technology practice in the UK. This role focuses on developing, customizing, and integrating ServiceNow solutions to enhance Customer Experience, Technology Experience, and Employee Experience. It requires a strong understanding of what drives excellent customer experiences from marketing, sales, and commerce perspectives, as well as how great employee experiences are built around key moments such as onboarding, daily work, and talent development. The role also involves leveraging ServiceNow's platform to enable seamless workflows that optimize productivity and satisfaction for both customers and employees.

Your role

Technical Development - Design and develop solutions for ServiceNow workflow applications, including:

• Customer Experience Workflow Applications - Customer Service Management (CSM), Field Service Management, Customer Service Portal
• Technology Experience Workflow Applications - IT Service Management (ITSM), IT Operations Management (ITOM), IT Asset Management (ITAM)
• Employee Experience Workflow Applications - HR Service Delivery (HRSD), Employee Onboarding and Transitions, Workplace Service Delivery

User Experience - Utliise ServiceNow's Experience Layer components to build modern, intuitive user interfaces

• Configure and enhance the Next Experience UI for tailored and seamless interactions
• Use UI Builder and Service Portal to deliver role-based dashboards and customised workflows that meet client-specific requirements

Integration and Data Management

• Integrate ServiceNow applications with external systems (e.g., CRMs, HR systems, and eCommerce platforms) using REST/SOAP APIs and IntegrationHub.
• Manage data migration and ensure alignment across ServiceNow modules and external systems for consistent data integrity.
• Workflow data fabric and RaptorDB

Your skills and experience

• ServiceNow Expertise: Proven experience with the ServiceNow platform, focusing on Customer Experience, Technology Experience, and Employee Experience workflows.
• Customer and Employee Insights:
o Deep understanding of customer journey optimization, including touchpoints in marketing, sales, and commerce.
o Strong knowledge of employee lifecycle touchpoints, such as onboarding, daily productivity, and career development.
• Technical Proficiency: Proficiency in JavaScript, HTML, CSS, and ServiceNow-specific tools like Glide API, Flow Designer, and IntegrationHub.
• Integration Skills: Expertise in integrating ServiceNow with external systems to create end-to-end workflows.
• Communication and Collaboration: Ability to translate technical concepts into business outcomes and work effectively with diverse teams.
• Problem-Solving: Analytical mindset with the ability to troubleshoot complex issues and deliver innovative solutions.

Your security clearance

Baseline Personnel Security Standard (BPSS)
To be successfully appointed to this role you will need to undergo Baseline Personnel Security Standard checks.
There are no nationality or residency restrictions, although if you have resided outside of the UK within the last 3 years, further checks may be required.
There are other criteria and check required for BPSS, and throughout the recruitment process, you will be asked questions about your security clearance
eligibility such as, but not limited to, country of residence and nationality.

What does 'Get The Future You Want' mean for you?

Flexibility to work your way - You will be encouraged to have a positive work-life balance. Our hybrid-first way of working means we embed hybrid working in all that we do and make flexible working arrangements the day-to-day reality for our people. All UK employees are eligible to request flexible working arrangements
Shape your path - You will be empowered to explore, innovate, and progress. You will benefit from Capgemini's 'learning for life' mindset, meaning you will have countless training and development opportunities from thinktanks to hackathons, and access to 250,000 courses with numerous external certifications from AWS, Microsoft, Harvard ManageMentor, Cybersecurity qualifications and much more.

Why you should consider Capgemini

Growing clients' businesses while building a more sustainable, more inclusive future is a tough ask. When you join Capgemini, you'll join a thriving company and become part of a
collective of free-thinkers, entrepreneurs and industry experts. We find new ways technology can help us reimagine what's possible. It's why, together, we seek out opportunities
that will transform the world's leading businesses, and it's how you'll gain the experiences and connections you need to shape your future. By learning from each other every day,
sharing knowledge, and always pushing yourself to do better, you'll build the skills you want. You'll use your skills to help our clients leverage technology to innovate and grow
their business. So, it might not always be easy, but making the world a better place rarely is.

About Capgemini

Capgemini is a global business and technology transformation partner, helping organisations 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 in more than 50 countries.
With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs.
It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fuelled by its market leading capabilities in AI,
generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2024 global revenues of €22.1 billion

Get The Future You Want | www.capgemini.com