ServiceNow Implementation Specialist

Capgemini; Manchester; Hybrid; GBP 65,000 - 90,000; Full time

Job summary

Capgemini is recruiting for a ServiceNow Platform Implementation Solution Specialist in the UK. You will design, develop and integrate ServiceNow workflow applications across Customer Experience, Technology Experience, and Employee Experience domains, using UI Builder, Flow Designer and IntegrationHub.

You will collaborate with cross-functional teams and leverage REST/SOAP integrations to optimise processes.

Qualifications

• Proven experience on ServiceNow platform delivering Customer Experience, Technology Experience and Employee Experience workflows.
• Strong knowledge of customer journey optimization across marketing, sales and commerce.
• Strong understanding of employee lifecycle touchpoints and onboarding processes.
• Proficiency with JavaScript, HTML, CSS and ServiceNow tools like Glide API, Flow Designer and IntegrationHub.

Responsibilities

• Design and develop ServiceNow workflow applications including CSM, ITSM, HRSD and related modules.
• Integrate ServiceNow with external systems using REST/SOAP APIs and IntegrationHub.
• Configure user interfaces using UI Builder and Service Portal to deliver role-based dashboards.

Skills

ServiceNow expertise

JavaScript

REST/SOAP APIs

Flow Designer

UI Builder

IntegrationHub

Tools

Glide API

UI Builder

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:
• Deep understanding of customer journey optimization, including touchpoints in marketing, sales, and commerce.
• 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

To be successfully appointed to this role, it is a requirement to obtain Security Check (SC) clearance. To obtain SC clearance, the successful applicant must have resided continuously within the United Kingdom for the last 5 years, along with other criteria and requirements. 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. Some posts are restricted to sole UK Nationals for security reasons; therefore, you may be asked about your citizenship in the application process.

We are a Disability Confident Employer

Capgemini Is Proud To Be a Disability Confident Employer (Level 2) Under The UK Government’s Disability Confident Scheme. As Part Of Our Commitment To Inclusive Recruitment, We Will Offer An Interview To All Candidates Who

• Declare they have a disability, and
• Meet the minimum essential criteria for the role.

Make It Real – What Does It 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.

Your wellbeing

You’d be joining an accredited Great Place to work for Wellbeing in 2024. Employee wellbeing is vitally important to us as an organisation. We see a healthy and happy workforce a critical component for us to achieve our organisational ambitions. To help support wellbeing we have trained ‘Mental Health Champions’ across each of our business areas, and we have invested in wellbeing apps such as Thrive and Peppy.

Impactful Experiences

You will reimagine what’s possible: creating value for the world’s leading organisations through technology to build a sustainable, more inclusive future. You will work with a range of clients all with a unique set of business, technological and societal ambitions, which will make a real impact across the UK.

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 an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organisations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. The Group reported 2024 global revenues of €22.1 billion.

Capgemini. Make it real | www.capgemini.com