Senior Service Management Consultant (ServiceNow transformations)

About us


Service Management Consulting is a team of well-trained professionals who engage in business analysis and consulting with great enthusiasm and passion. Our broadly skilled people allow Capgemini to deliver challenging projects across Europe, Asia and Americas.


We deliver ITSM implementations using ServiceNow platform, IT process remediations, non-IT related ServiceNow implementations as well as digital transformation projects using organizational change management and agile methodologies. We believe in learning through experience and delivering on time and above client expectations.


Who are we looking for?


Candidates Profile 

  • Ability to understand the business value delivered by IT services
  • Organizational and time management skills with the ability to prioritize, self-starter able to work independently with minimum supervision
  • Strong analytical skills to evaluate the criticality of information collected from multiple sources, reconcile conflicts, decompose high-level information into detail
  • Presentation and workshops facilitation skills, ability to provide training to clients and internal team members



  • Expertise in at least two IT Service Management processes
  • Excellent understanding of interfaces between core IT Service Management processes
  • Experience in Service Integration design and transition projects
  • Proficient understanding of project management concepts, experience in project planning and coordination, recognizing and addressing risks, awareness of costs for specific projects or work areas
  • Understanding of functionalities of at least one ITSM Tools (ServiceNow, BMC Remedy etc.) and ability to explain and recommend platform capabilities to maximize value of delivered service
  • Willingness to work with new technologies and to acquire new skills
  • Leadership skills, ability to lead team of experts and SMEs
  • Excellent command of the English language and experience in communication across all levels of an IT organization, at the most senior level



Nice to have

  • Experience in use of non-core Service Management processes/tool (HR, CSM, ITBM, ITOM)
  • Experience in service transition or transformation projects
  • ITIL v3 Intermediate or ITIL Expert certificated (or ITIL v4 equivalent)
  • Hands-on experience in deployment, configuration or administration of the ServiceNow platform
  • Familiarity with system automations and integration architecture


Mobility Requirements

  • Ability to travel: 30%+ travelling to EU (weekends at home), as well as to USA/ Canada/ Asia regions outside EU (weekends abroad)


What will you do?


  • Conduct consultancy work including Information Technology (IT) service and governance reviews, trend analysis, service maturity assessments, health checks, Service Improvement Plans (SIPs) and transformation projects
  • Bring Service Management expertise and best practices including training, mentoring and staff augmentation, act as a key contributor in complex or critical customer environment
  • Gather business requirements and translate them to functional requirements
  • Build customer relationships by delivering above client expectations on assigned deliverables
  • Assist with ITIL service strategy advice and service design solutions
  • Work directly with delivery teams, service providers, customers and developers to design process models and ITSM solutions, test, transition and coordinate the overall implementation
  • Design and execute E2E trainings and hand over support to delivery teams


What we offer?




  • Working with great people and in legendary atmosphere
  • No formal dress code
  • Annual family picnics
  • Unforgettable integrational events
  • Employee volunteering opportunities and interesting CSR projects
  • We value and respect diversity in terms of gender, nationality, roles, age, interests
  • Internal celebration initiatives: Children's Day, St. Nicholas Day and many more
  • Supporting employees' hobbies: Business Run, e-sport games, basketball, volleyball




  • Development in expert or leader competencies
  • Broad training offer with possible co-funding
  • Access to MIT Sloan Management Review Polska knowledge base
  • Introduction plan for new employees and Buddy Initiative
  • A wide range of instructor-led and e-learning trainings
  • Co-financing for post-graduate studies and courses
  • Many companies under one roof / internal headhunters
  • Internal development events: conferences, meetings, communities
  • Education First platform for learning English online




  • Bonuses, including those for new employees recommendation
  • Additional life insurance
  • Access to MyAudiobooks – Entertainment and personal growth in audio version
  • Attractive package of extra benefits of your choosing (fitness, gym, cinema, etc.)
  • Disability inclusion, assistive technologies, reasonable accommodations
  • Private medical care for you and your family
  • Bicycle parking and carpooling options
  • Free coffee, water, milk and wide range of teas
  • Anti-smog plants in offices
  • Car leasing





Poziom doświadczenia:

Experienced Professional

Typ zatrudnienia:

Stałe zatrudnienie, pełny etat



Business units:

Cloud Infrastructure Services


Consulting & Business Transformation


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