Solution Architect Customer Service Management

Job description

**Job Title** : Solution Architect - Customer Service Management

**Location** : Dallas, Texas ideally; or, Chicago, IL; Dallas, TX; Houston, TX; Atlanta, GA; NY, NY; or New Jersey area near NY

**Travel** : 25%

**Job description:**
Platform Solution Architect – Customer Service Management (CSM) | ESM – D2 Location: Dallas, Texas Reports to: ESM Solution Head

As a Platform Solution Architect, you’ll be at the forefront of shaping next-generation CSM solutions.

You’ll work closely with global pre-sales, delivery, and client teams to build robust, cost-effective, and competitive architectures that drive business value and customer satisfaction.

**Key Responsibilities:**
• Proven experience as a Solution Architect, SME, or Consultant with deep expertise in ServiceNow CSM and ITSM transformation.
• Ability to translate complex technical solutions into clear, value-driven narratives for both technical and business stakeholders.
• Strong analytical and problem-solving skills with a focus on aligning architecture to business outcomes.
• 3 years of hands-on experience in Service Integration, including design, transition, and operations.
• 3 years of experience in ServiceNow ITSM/CSM module configuration, administration, or business analysis.
• Familiarity with other service management platforms (e.g., BMC Remedy, Kinetic Data).
• Experience with Service Request Management, Service Catalog, and non-core ServiceNow modules (e.g., Service Portfolio, HRSD, Security Ops).
• Exposure to Service Asset & Configuration Management (SACM) and Organizational Change Management (OCM).

What You’ll Do
• Own the end-to-end solution architecture across transition, run, and transformation phases within the Servicenow portfolio.
• Lead the development of reusable, scalable solution components including proposal decks, effort models, and delivery frameworks.

**Required Skills:**
• Collaborate with delivery leads and SMEs to ensure technical feasibility, cost-effectiveness, and alignment with client SLAs.
• Define and document testing strategies, customer responsibilities, and phased implementation plans.
• Integrate OCM and Run & Maintain packages into solution proposals to support long-term client success.
• Guide and mentor virtual teams, ensuring architectural consistency and delivery excellence across regions.
• Support commercial teams in drafting SoWs, SLAs, and reviewing service credits/penalties.
• Contribute to sales-to-delivery handovers, ensuring smooth transitions and aligned expectations.

What Sets You Apart
• Strong leadership and stakeholder management skills with the ability to influence across portfolio towers.
• Deep understanding of the vendor and partner ecosystem, including Capgemini-preferred tools and platforms.

**Desired Skills:**
• Experience in enterprise-level consulting, due diligence, and advisory for complex deals.
• Ability to cost solutions, identify risks, and align pricing with client expectations and market benchmarks.
• Familiarity with global delivery models, including offshore coordination and GDC collaboration.

**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 US P&C_

**Title:** _Solution Architect - Customer Service Management_

**Location:** _TX-Dallas_

**Requisition ID:** _081129_

**Other Locations:** _US-NY-New York, US-NJ-Bridgewater, US-GA-Atlanta, US-TX-Houston, US-IL-Chicago_

Required Skill Profession

Other General