Service Now- Managing Solution Architect

CAPGEMINI SERVICE INC

Location

This is a hybrid role based in Chicago, Atlanta, Dallas, Houston, New York & San Francisco

About The Job You’re Considering

We are seeking a Senior ServiceNow Solution Architect to lead the design and delivery of AI enabled, customer and employee experience solutions on the ServiceNow platform.

Your role

In this role, you will work across pre sales, solution architecture, and delivery, partnering with clients and internal teams to modernize workflows across Customer Service, HR, and CRM. You ll help organizations realize rapid value through AI driven automation, scalable architectures, and outcome focused implementations.

Your Skills And Experience

Own end to end solution architecture for ServiceNow CSM, HRSD, CRM/SOM, and AI driven workflows

Design AI first solutions using Now Assist, AI Control Tower, Virtual Agent, and Agent Workspace

Translate business needs into scalable, best practice ServiceNow architectures

Lead client workshops and architecture discussions with technical and business stakeholders

Partner with sales teams during pre sales and deal shaping

Bring in-depth knowledge of key workflows (HR, CRM, SOM, automation) to recommend proven transformation

Contribute to proposals, solution designs, estimates, and demos

Help position ServiceNow solutions aligned to client goals and market needs

Develop reusable assets and frameworks to support future opportunities

Act as a trusted advisor to senior client stakeholders, including executives

Collaborate with ServiceNow and ecosystem partners

Mentor consultants and help scale high performing delivery teams

Support the growth and maturity of the DCX ServiceNow practice

7 12+ years in enterprise consulting or workflow transformation as a lead or solution architect

Proven experience as a ServiceNow Solution Architect, SME, or senior consultant

Strong hands on experience with:

CSM, HRSD, CRM/SOM

Now Assist, AI Control Tower, Generative AI features

Flow Designer, Integration Hub, Virtual Agent

Experience designing omnichannel customer and employee experience workflows

Solid understanding of:

HR processes and employee experience

Customer experience strategies and journey design

Integrations, data migration, scripting, and platform configuration

Strong communication skills with the ability to engage CXO level stakeholders

Experience supporting change management and user adoption

US based with ability to travel as needed

ServiceNow certifications (CSA, CAD, CSM, HRSD, ITSM, Integration Hub, ATF)

Experience with agentic automation, LLM orchestration, and workflow AI

Pre sales experience supporting complex, enterprise deal cycles

Project or program management certifications (PMP, PgMP, Prince2)

Background in large scale digital customer experience transformations

The base compensation range for this role in the posted location is: $93,800 – $224,910

Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law.

The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction.

These may include, but are not limited to: Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance, Market and business consideration, Internal pay equity.

It is not typical for candidates to be hired at or near the top of the posted compensation range.

In addition to base salary, this role may be eligible for additional compensation such as variable incentives, bonuses, or commissions, depending on the position and applicable laws.

Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees. In the U.S. and Canada, available benefits are determined by local policy and eligibility and may include:

• Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave
• Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
• Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
• Life and disability insurance
• Employee assistance programs
• Other benefits as provided by local policy and eligibility

Important Notice: Compensation (including bonuses, commissions, or other forms of incentive pay) is not considered earned, vested, or payable until it becomes due under the terms of applicable plans or agreements and is subject to Capgemini s discretion, consistent with applicable laws. The Company reserves the right to amend or withdraw compensation programs at any time, within the limits of applicable legislation.

Disclaimers

Capgemini is an Equal Opportunity Employer encouraging inclusion in the workplace. Capgemini also participates in the Partnership Accreditation in Indigenous Relations (PAIR) program which supports meaningful engagement with Indigenous communities across Canada by promoting fairness, accessibility, inclusion and respect. We value the rich cultural heritage and contributions of Indigenous Peoples and actively work to create a welcoming and respectful environment. 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 accommodation does not pose an undue hardship. Capgemini is committed to providing reasonable accommodation 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 in the United States.

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.