Principal Service Management Consultant

Job description

**Job Title** : Principal Service Management Consultant

**Location** : Chicago, ILLINOIS; Atlanta, GA; NY, NY; Dallas, TX or Houston, TX.

**Travel** :25%

**Job description** :

We are looking for a person to implement Now Assist for one of our customers.

**Key Responsibilities:**
What you get to do in this role:
• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.

This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry.
• Devising and reporting on platform development plans and strategies.
• Developing solutions specific to user requirements gathered in workshops.
• Coordinating activities with other developers to ensure that platform functionality is designed to support the overall project.
• Implement the latest ServiceNow AI offerings like Virtual Agent, NLU, AI Search, Issue Auto Resolution, Task Intelligence, Document Intelligence, Generative AI and other upcoming capabilities for various customers
• Act as an SME to solve complex user issues related to AI solutions.
• Checking and correcting conflicts in data configurations and overlaps.
• Analyzing and improving current instance configuration and setup to ensure proper design to support future of customer.
• Identifying, debugging, and advising on system errors or architecture issues.
• Advisory services provided on design principals and development not performed by ServiceNow.

**Required Skills:**
• To be successful in this role, we need someone who has:
• At least 8 years of configuration/development experience for complex, highly capable, integration technologies
• Demonstrated ability to influence and consult (providing options with pros, cons, and risks) in a complex and varied customer environment, while providing thought leadership to customer sponsors/stakeholders in solving business process and/or technical problems
• Maintain at least 2 ServiceNow mainline CIS certifications preferred
• Maintain ServiceNow Certified Application Developer (CAD) certification
• Act as a technical lead on any engagement
• Experience with AI Models, Deep Learning Models, and Large Language Models with a focus on Generative AI.
• Experience with ServiceNow’s Predictive/Task Intelligence, AI Search, and Virtual Agent is highly valued.
• Design and build of complex reporting requirements specific to OOTB reporting and Performance Analytics
• Experience with data management, database design, and database concepts
• Knowledge and experience with technical components such as LDAP, VPN, SSL, SAML/SSO and other widespread enterprise technologies
• Connect chat, agent chat, and virtual agent configuration and design experience
• Encryption understanding and core design principals with customers (Platform, Edge, Database, Full Disk, etc)
• Experience working inside of Flow Designer with custom flows to meet customer requirements.
• Understanding and/or development experience with MID Servers, Notify, Orchestration
• Strong Java script skills with practical experience

**Desired Skills:**
• Experience with Self Hosted implementations and/or Domain Separation is a plus
• Experience with development on the ServiceNow platform capabilities (Studio IDE, Mobile, Automated Test Framework, Delegated Development, Flow Designer, Source Control, APIs, and Integrations)
• Experience with data management, database design, and database concepts
• Strong interpersonal skills, customer-centric attitude, and ability to operate within a culturally diverse environment
• Proven team builder with the ability to mentor and develop talent
• Analytical and problem-solving abilities
• A keen eye for detail and the ability to spot and fix errors in complex code
• Ability to perform tasks independently
• Good presentation and report-writing skills

**Life at Capgemini**

Capgemini supports all aspects of your well-being throughout the changing stages of your life and career.

For eligible employees, we offer:

+ Flexible work
+ Healthcare including dental, vision, mental health, and well-being programs
+ Financial well-being programs such as 401(k) and Employee Share Ownership Plan
+ Paid time off and paid holidays
+ Paid parental leave
+ Family building benefits like adoption assistance, surrogacy, and cryopreservation
+ Social well-being benefits like subsidized back-up child/elder care and tutoring
+ Mentoring, coaching and learning programs
+ Employee Resource Groups
+ Disaster Relief

**About Capgemini**

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.

The Group reported 2024 global revenues of €22.1 billion.

Get the future you want | www.capgemini.com

**Disclaimer**

Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace.

All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

This is a general description of the Duties, Responsibilities and Qualifications required for this position.

Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed.

Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.

Capgemini is committed to providing reasonable accommodations during our recruitment process.

If you need assistance or accommodation, please reach out to your recruiting contact.

Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.

Click the following link for more information on your rights as an Applicant http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law

Applicants for employment in the US must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the US by Capgemini.

**Job:** _Infrastructure_

**Organization:** _CIS FS US INS_

**Title:** _Principal Service Management Consultant_

**Location:** _IL-Chicago_

**Requisition ID:** _079784_

Required Skill Profession

Other General