About Infrastructure Services:
The Cloud Infrastructure Services Global Business Line is Capgemini's consulting and infrastructure build-and-run provisioning offering and supports the group's cloud-based services. As part of the integrated cloud offering from Capgemini, Cloud Infrastructure Services delivers a broad range of cloud services to build and support the hybrid cloud estate by encompassing the leading public cloud players and leading private cloud technologies. With EUR 1.5 billion annual revenue, Cloud Infra Services helps clients virtualize and optimize their IT estates through infrastructure outsourcing services such as data center, helpdesk, network support, and service integration and service maintenance support. Our other services also include infrastructure transformation services-helping clients consolidate and migrate entire workloads and data centers.
Visit us at www.capgemini.com. People matter, results count.
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 Title: Service Management Process
Location: San Antonio
Drives and manages effort to implement new requirements on the Now platform regarding ITSM Processes and ServiceNow functionalities
Assists with the discovery process.
Supports other team members on specific work or process streams including ensuring ITIL aligned processes, procedures and work instructions are produced to required standard and are trained upon.
Assists with ensuring that any related Service Integration for services by multiple service towers and providers has been completed.
Supports and delivers to the standard transition project model
Collaborates with the Platform Support Team in implementation of technical good practices, policies and procedures
Aligns ServiceNow platform capabilities to business strategy and ServiceNow roadmap
Provides architectural controls and analysis of impacts for new requirements
Acts as a contact point for service management expertise including training, mentoring & staff augmentation. Builds customer relationships by delivering above client expectations on assigned deliverables and accountable for proactively identifying & winning add on work and identifying cross sales leads.
Stays current on ServiceNow products and applicable integrated technologies Skills required
Facilitation and interpersonal skills with strong verbal and writing skills in order to effectively communicate plus analytical skills;
Project management skills to ensure all deliverables with experience of working to budgets/forecasting;
Operational management/service delivery experience;
Awareness of a number of Service Management tools (e.g. BMC and ServiceNow);
Experience of designing, developing and/or implementing ITIL aligned processes;
Regulatory Compliance awareness including ISO20000, GDPR, Sarbanes Oxley (SOX) and Food and Drug Administration (FDA) compliance.
What You Bring:
ITIL certified (level depends upon grade)
Prince 2 practitioner certified (desirable)
COBIT, VeriSM, IT4IT, Lean IT (desirable)
ServiceNow Certified System Administrator (must have), specific module: Certified Implementer/presales/micro-certifications
What we offer:
Your career matters to you and is important to us too. Because your goals and needs are constantly evolving, we offer visibility, leeway and support to help you grow and progress in your career. This approach builds notably on our comprehensive competency framework, our personal development, training and career management programs, and our University innovative and business-focused learning curriculums.
We promote a culture of diversity. We believe working with talented individuals from different backgrounds and points of view is a strategic advantage and an ongoing opportunity. Diversity enriches our creative solutions and adds value for our clients.
Our Shared values have been at the heart of the group since our formation. They are honesty, boldness, trust, freedom, team spirit, modesty and fun. These values influence the way we meet client needs while respecting the regulatory requirements of each country in which we operate, and the way we promote ethically sound practices within Capgemini and in our partnerships.
Capgemini is committed to building a workforce of employees with diverse backgrounds and work experiences.
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.
Click the following link for more information on your rights as an Applicant – http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law