ServiceNow Business Analyst CDSM SACM Process Lead

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Capgemini is a global leader in consulting, digital transformation, technology and engineering services. Capgemini is at the forefront of innovation to address the entire breadth of clients’ opportunities in the evolving world of cloud, digital and platforms. Building on our strong 50-year+ heritage and deep industry-specific expertise, Capgemini enables organizations to realize their business ambitions through an array of services from strategy to operations. Capgemini is driven by the conviction that the business value of technology comes from and through people. Today, we are a multicultural company of 270,000 team members in 50+ countries.

About Infrastructure Services

The Cloud Infrastructure Services Global Business Line is Capgemini’s consulting and infrastructure build-and-run provisioning offering and supports Capgemini’s cloud-based services. As part of the integrated cloud offering from Capgemini, CIS 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. CIS 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.

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Job Title: ServiceNow Business Analyst CDSM CMDB SACM Process Lead

Location: Atlanta, Chicago, Dallas or NY City

Travel: Hybrid 1x to 2x a week in Office; travel to clients is considered an in office presence

Job Description

This role is responsible for the Service Asset and Configuration Management (SACM) delivery strategy, standards and global compliance. They are seen as a leader in their area of expertise and are recognized as an authority in all aspects relating to the ITIL Asset Management lifecycle. They are authorities in related areas such as governance, industry standards and implementations of Global SACM models. They develop and foster the prescribed lifecycle process and procedures to ensure the registration, maintenance and control of the Configuration Management Database (CMDB) and ensures that the implemented process is followed to guarantee the integrity and accuracy of the data within. Can oversee multiple accounts and works directly with senior members of the Capgemini regional delivery and customer organizations. Will lead Asset Management remediations and / or troubleshooting teams either on request or proactively. Will take ownership and leadership of Global SACM initiatives either on request or proactively.

Roles And Responsibilities

General Knowledge
• Provides SACM expertise and will present to senior clients and boards
• Leads the SACM due diligence effort for all aspects of SACM delivery
• Designs and costs the SACM service model
• Is responsible for specific/multiple work streams and understands the role of Service Management, ITIL processes, Service Level Agreement (SLA) management and contractual obligations when designing or supporting the SACM solution
• Accountable for reviewing and interpreting customer contract /statements of works for SACM transition and Delivery requirements, will work with the Delivery, Procurement and Finance teams, customer and customer 3rd parties, to derive and provide SACM requirements to the implementation teams
• Works with Capgemini tool(s) and implementation teams to provide requirements, review and approve technical solutions. The role is accountable for using the defined Capgemini Global Standards to develop and implement the SACM sustainability model, and ensures the processes are aligned to ITIL and tailoring local SACM work instructions as needed

SACM specific knowledge
• Authority in IT Asset Management process & operational delivery;
• Guide in Configuration Management process;
• Experienced with contract terms and conditions (T&C’s);
• Experienced with how vendor and contracts data must be related to each other and assets within a CMDB;
• Proficient in the operations of software inventory and compliance including industry best practices;
• Experienced in license modelling, resolving liability calculations, reconciling entitlement with deployment data, optimizing license and settling the usage/ compliance state;
• Software Asset Management / Software License Compliance management processes

Business Responsibilities
• Participates in the development of SACM global organization and capability within Capgemini;
• Works closely with Global SACM manager and the Global Operations organization to plan the overall SACM strategy, concentrating on cost reduction, contribution improvement, service improvement and new business.
• SACM community leader and domain authority, possessing a thorough and experienced knowledge of the business and commercial context of the global and regional SACM organization
• Ensures the delivery of the SACM service for one or more medium to large, sophisticated accounts;
• Completes continuous review of contractual achievements, GAP analysis and delivery targets appropriateness and liaises with Capgemini management/Client representatives to address issues or concerns;
• Ensures Service Delivery teams who directly support the CIs and assets are following the prescribed SACM lifecycle processes and related Install, Move, Add and Change (IMAC) processes to communicate change to the CMDB and ensure all updates are maintained in a timely and accurate manner;
• Plans, oversees and implements CMDB audits; leads the Audit Schedule via physical or auto-scans; proactively identifying discrepancies and driving same to closure to maintain accuracy of the CMDB and implement SACM / Change Management;
• Maintains SACM lifecycle process; executes Quality Assurance over SACM delivery
• Implements, champions and leads SACM process & technology standards;
• Monitors and assists service delivery in implementing defined SACM policies;
• Leads troubleshooting or remediation projects where required;
• Responsible for service quality
• Drives client service satisfaction
• Acts as point of escalation for service improvements initiative that require Client, Capgemini Management or regional SBU team’s engagement;
• Participate in Client review meetings (where required) and supports local SACMs in the delivery of reports, projects and other commitments;
• Provides feedback
• Supports sales discussions with existing and new clients providing service delivery and represents Capgemini’s SACM expertise
• May have responsibility for management of the financial cycle including invoicing and cost management for medium to large, complex accounts;
• Ensures cost control is maintained
• SLA Implementation/Performance Reporting
• Supervises initiatives taken to ensure all Client commitments are met;
• Ensures consistency to company and client-defined standards and change control procedures.

Client Relations and Service Development
• Maintains contractual schedules and Service Level Agreements in line with the current service line aspirations;
• Develops and maintains close working relationships with representatives of Capgemini in the world and Client(s);
• Supports the relationship with clients and user management;
• Supports the overall client relationship strategy and supports the SACMs who act as service delivery members of the “virtual” account management team finding opportunities to improve service, reduce costs and contribute to the account based on service delivery experience and methodology;
• Understands client concerns, requirements and future plans for services provided;
• Provides leadership to local SACMs and the SACM community to identify and pursues business opportunities within the existing contract with the Client, ensuring these are aligned with the Service Line objectives;
• Recognizes commercial opportunities and supports commercial negotiation where vital.

Management of Service Delivery Groups
• Effectively interacts with Account Management, delivery teams & client relationships;
• Co-ordinates the work of the required service delivery line to produce results to meet client contractual requirements;
• Establishes relationships with service lines throughout the company;


Business Analyst



Primary Location


Other Locations

US-NY-New York, US-TX-Irving, US-IL-Chicago



What You Bring
• 8-10 years of outsourcing experience, bachelor’s degree or equivalent experience;
• Experienced in delivery to customer services to develop, maintain and improve client relations
• Expert in wide variety of information technology fields to fully understand the details of the services that can be provided;
• Expert service line operational role providing infrastructure, application management or BPO/Customer Care services;
• Detailed understanding of service level agreements and performance measures required to manage agreements and relationships with clients;
• Excellent customer relations skills to understand client concerns and requirements;
• Be able to assume overall control of and resolve sophisticated customer issues;
• ITIL v3 Foundation Certified (minimum)
• Expert in IT Asset Management Lifecycle processes (including Hardware and Software)
• Expert Configuration Management processes
• Expert in technologies that support SACM, asset and CMDBs, auto-discovery tooling;
• Knowledge of change management / IMAC processes and policies
• Experience of working in an ITIL aligned organization
• Experience in project and program management;
• Experience with using reporting tools to build complex reports and interpreting data models and querying SQL databases
• Experience within a complex operational environment and working with multiple Service Delivery Organizations; multiple support models;
• Familiar with infrastructure technologies that are used to deliver services

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 vital 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.

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Your career matters to you and is meaningful 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.

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Capgemini is committed to building a workforce of employees with a diverse set of backgrounds and work experiences.