What are the responsibilities and job description for the ServiceNow IT Operations Manager position at capgemini?
Ideal candidates will have at least 8 years of experience supporting or implementing ServiceNow products. This role is an ITOM Technical SME responsible for delivering customer services and supporting the growth of the services business at Capgemini.
Qualifications
- At least 8 years of experience implementing ITSM processes, including Incident, Problem, Change Management, Catalogue, CMDB, Portal, and Integrations on the ServiceNow platform.
- Minimum of 6 years of experience in configuration, solutions evaluation, validation, and deployment within ServiceNow IT Operations Management (ITOM) - including Discovery, Service Mapping, and Event Management.
- Strong experience in capturing and documenting business requirements, mapping current processes, and providing consulting services.
- Working knowledge of ServiceNow ITOM solutions with the ability to build or modify custom patterns and troubleshoot effectively.
- Solid understanding of application and network infrastructure and interdependencies.
- Excellent communication skills, both written and verbal, with the ability to translate technical solutions into business terms.
- Ability to collaborate cross-functionally across the organization, sharing information proactively.
- Deep knowledge of the ServiceNow platform, particularly the ITOM portfolio.
- Strong hands-on experience in troubleshooting ServiceNow Discovery.
- Experience with REST and SOAP web services.
- Proficiency in scripting languages such as PERL, JavaScript, Python, or Shell.
- Knowledge of relational databases (MySQL, MSSQL, Oracle).
- Familiarity with system monitoring, log investigation, and application awareness.
- Experience with user administration, Active Directory, LDAP, and access troubleshooting.
- Understanding of networking concepts such as IP addressing, firewalls, and ports.
- Consultative skills for software service delivery to help customers improve processes and organizational models.
Preferred Certifications
- ServiceNow Implementation Specialist Certification
- ServiceNow System Administrator Certification
Roles and Responsibilities
- Lead ServiceNow Discovery and Service Mapping projects.
- Provide hands-on expertise in optimizing discovery, tailoring patterns, and development.
- Manage ServiceNow Discovery and Service Mapping projects across diverse enterprise applications, databases, network systems, and operating systems.
- Validate discovery results and troubleshoot issues as required.
- Assist with CMDB processes and apply best practices.
- Guide customers in configuring and implementing the ServiceNow ITOM platform.
- Prepare technical documentation as required by customer contracts and internal processes.
- Support sales efforts through demonstrations, proof of concepts, and customer presentations.
- Deliver projects either on customer premises or remotely as needed.
- Enhance customer knowledge in IT Operations Management using the ITIL framework.
- Provide value-based assessments and workshops to maximize business results from ServiceNow software.
- Communicate effectively with customers and internal stakeholders.
Education
- Bachelor of Science degree in Computer Science or a related field is required.
The pay range that the employer in good faith reasonably expects to pay for this position is $57.26/hour - $89.47/hour. Our benefits include medical, dental, vision and retirement benefits. Applications will be accepted on an ongoing basis.
Tundra Technical Solutions is among North America’s leading providers of Staffing and Consulting Services. Our success and our clients’ success are built on a foundation of service excellence. We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristic. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Unincorporated LA County workers: we reasonably believe that criminal history may have a direct, adverse and negative relationship with the following job duties, potentially resulting in the withdrawal of a conditional offer of employment: client provided property, including hardware (both of which may include data) entrusted to you from theft, loss or damage; return all portable client computer hardware in your possession (including the data contained therein) upon completion of the assignment, and; maintain the confidentiality of client proprietary, confidential, or non-public information. In addition, job duties require access to secure and protected client information technology systems and related data security obligations.
Salary : $57 - $89
