Technical ServiceNow Solution Architect 9 T0 16 Years Gurgaon

Capgemini; Gurgaon; On-site; INR 3,000,000 - 6,000,000; Full time

Job summary

Capgemini Engineering is seeking a seasoned ITSM Solution Architect to own end-to-end ServiceNow platforms for telecom engagements. You will drive presales activities, design across Incident, Problem, Change, CMDB, and Service Catalog, and guide large migrations to modern ITSM architectures with AI-enabled operations.

You will lead multi-year programs, mentor delivery teams, and deliver KPI dashboards while shaping roadmaps for automation and self-service capabilities.

Qualifications

• Experience with ServiceNow ITSM/ITOM/CMDB/CSM/HRSD modules and integration patterns.
• Presales experience including RFP/RFI responses and executive-level presentations is valued.
• Strong stakeholder management and client-facing skills in telecom/OSS/BSS contexts.

Responsibilities

• Lead presales engagements: RFP/RFI responses, ITSM solution architecture, effort estimation and commercial shaping.
• Own end-to-end solution design across Incident, Problem, Change, CMDB, Asset and Service Catalog management with hands-on implementation.
• Architect greenfield ServiceNow platform with integration and reference architecture creation.
• Define AI-driven ITSM roadmap including virtual agents, predictive incident management and closed-loop automation (AIOps).
• Lead large-scale brownfield ITSM modernization and migrations with minimal service disruption across multi-vendor networks.
• Own CMDB reconciliation, data migration and cutover strategy across OSS/BSS integrations.
• Govern multi-year, multi-workstream programs with scope, schedule, risk, quality and financials.
• Act as technical lead across design, build, test and operate phases; coordinate L1/L2/L3 delivery teams.
• Establish and track program KPIs/SLAs with executive dashboards.

Skills

ServiceNow

ITSM

ITOM

CMDB

CSM

HRSD

TM Forum APIs

Automation

AIOps

ITIL

ITOM Certification

Telecom/OSS/BSS domain

Pre-sales exposure

Job description

Job Description:

At Capgemini Engineering, the world leader in engineering services, we bring together a global team of engineers, scientists, and architects to help the world’s mostinnovative companies unleash their potential. From autonomous cars to life-saving robots, our digital and software technology experts think outside the box as they provide unique R&D and engineering services across all industries. Join us for a career full of opportunities. Where you can make a difference. Where no two days are the same.

Job Description

Owns the ITSM platform lifecycle end-to-end for telecom operator engagements - presales and opportunity shaping, greenfield ServiceNow/Remedy architecture, brownfield/legacy ITSM migration, and program governance through steady-state delivery, with a roadmap toward AI-driven, self-service IT operations.

Key Responsibilities

• Lead presales engagements - RFP/RFI response, ITSM solution architecture, effort estimation and commercial shaping - and present win themes to executive level telecom stakeholders.
• Own end-to-end solution design across Incident, Problem, Change, Configuration (CMDB), Asset and Service Catalog management along with hands on implementation experience in these modules.
• Architect greenfield ServiceNow platform, including module and tooling selection, integration architecture and reference architecture creation.
• Define the roadmap toward AI-driven ITSM - virtual agent/chatbot support, predictive incident management and closed-loop automation (AIOps).
• Lead large-scale brownfield ITSM modernization and ITSM tools (Remedy etc.) to ServiceNow/platform upgrade migrations with minimal service disruption across multi-vendor telecom networks.
• Own CMDB reconciliation, data migration and cutover strategy across telecom OSS/BSS integration points, including rollback planning.
• Own delivery governance for multi-year, multi-workstream programs - scope, schedule, risk, quality and financials.
• Act as single technical point of accountability across design, build, test and operate phases, coordinating L1/L2/L3 delivery teams.
• Establish and track program KPIs/SLAs, steering committee reporting and executive dashboards.
• Mentor solution/delivery leads and build reusable accelerators, frameworks and playbooks across engagements

Primary Skills

• ServiceNow, (ITSM, ITOM, CMDB, CSM, HRSD)
• OMT (Order Management Telecom), TNI (Telecom Network Inventory)
• TM Forum APIs, Integration & Automation, AIOps
• ITIL or/Both ITOM Certification
• Client Facing, Stakeholder Management, Business Analysis experience is must
• Telecom/OSS/BSS Domain Experience is a must.
• Pre-sales exposure (RFP/RFI/RFQ, SOW, etc.) is considered good-to-have, not mandatory.

Capgemini is a global business and technology transformation partner, helping organizations 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 fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.