Technical ServiceNow Solution Architect | 9 t0 16 years | Gurgaon

Capgemini Engineering; Gurugram District; On-site; INR 2,500,000 - 4,500,000; Full time

Job summary

Capgemini Engineering is seeking an ITSM solution architect for telecom engagements in India. Owns end-to-end ITSM lifecycle, from presales and architecture design to delivery governance across incidents, changes, CMDB, and service catalog.

Lead greenfield/ brownfield ITSM modernization, with emphasis on AI-driven operations, AIOps, and cross-vendor migrations. Strong client-facing and business analysis skills required.

Qualifications

• Experience with ServiceNow ITSM/ITOM/CMDB/CSM/HRSD architecture and implementation.
• Exposure to presales activities including RFP/RFI responses and SOW shaping.
• Telecom OSS/BSS domain experience and integration with ITSM ecosystems.

Responsibilities

• Lead presales engagements, provide solution architecture for ITSM across incidents, changes, configurations and service catalog.
• Design end-to-end ITSM solution across CMDB, service operations and tooling with hands-on implementation.
• Define AI-driven ITSM roadmap including predictive incident management and AIOps.
• Govern large multi-year ITSM modernization projects across multi-vendor telecom networks.
• Coordinate L1/L2/L3 delivery, track KPIs/SLAs, and report to executives.

Skills

ServiceNow ITSM

ITSM

ITOM

CMDB

CSM

HRSD

OSS/BSS

Presales exposure

RFP/RFI/RFQ

Tools

Remedy

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 theyprovide 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 arethe 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.