Technical ServiceNow Solution Architect 9 T0 16 Years Gurgaon

Capgemini; Gurugram District; On-site; INR 2,800,000 - 4,600,000; Full time

Job summary

Capgemini Engineering is seeking an experienced ITSM Architect to own the lifecycle of telecom ITSM platforms. You will drive presales engagements, design end-to-end ITSM solutions across Incident, Problem, Change, CMDB, Asset, and Service Catalog, and architect greenfield ServiceNow implementations with AI-driven enhancements.

You will lead large-scale modernization efforts across multi-vendor networks, ensure smooth migrations from Remedy, and govern multi-year programs with KPI dashboards and

Qualifications

• Owns ITSM platform lifecycle end-to-end for telecom engagements
• Own end-to-end solution design across Incident, Problem, Change, CMDB
• Architect greenfield ServiceNow platform and integration architecture
• Define roadmap toward AI-driven ITSM and AIOps
• Lead large-scale ITSM modernization with cross-vendor migrations
• CMDB reconciliation, data migration and cutover strategy
• Delivery governance for multi-year programs and multi-workstreams
• Single technical accountability across design, build, test and operate phases
• Establish and track program KPIs/SLAs and executive dashboards
• Mentor leads and build reusable accelerators and playbooks

Responsibilities

• Lead presales engagements including RFP/RFI response and ITSM solution architecture
• Own end-to-end ITSM module design across Incident, Problem, Change, CMDB, Asset, Service Catalog
• Architect ServiceNow platform with integration and reference architecture
• Define AI-driven ITSM roadmap with virtual agents and closed-loop automation
• Migrate from Remedy and other tools to ServiceNow with minimal disruption
• Own CMDB reconciliation, data migration and cutover strategy
• Provide governance for multi-year, multi-workstream programs
• Coordinate L1/L2/L3 delivery teams across phases
• Produce KPIs/SLAs and executive dashboards
• Mentor solution/delivery teams and build accelerators

Skills

ServiceNow

ITSM

ITOM

CMDB

AIOps

Presales

Stakeholder Mgmt

Telecom/OSS/BSS

Education

ITIL/ITOM Certification

Tools

Remedy

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 theyprovide unique R&D and engineering services across all industries.

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.

Requirements: