Senior Service Management Consultant - ServiceNow Business Analyst - SIAM - Full-time

Job Title: Senior Senior Service Management Consultant - ServiceNow Business Analyst - SIAM

• *Location:** Chicago, IL; Houston, TX; Dallas, TX; NY, NY; New Jersey near NY City area; Atlanta, GA
• *Travel:** 25%
• *Job Description:**

Job Summary The ServiceNow SIAM Business Analyst is a client-facing expert responsible for designing, implementing, and optimizing Service Integration and Management (SIAM) frameworks using the ServiceNow platform.

This role combines deep knowledge of SIAM operating models and ServiceNow capabilities to assess and deliver integrated, multi-supplier service environments that meet business and technical requirements.

• *Key Responsibilities:**

Support the definition and implementation of SIAM frameworks within ServiceNow, including service definitions, SLAs, and critical metrics. Collaborate with engagement teams to translate business needs into technical requirements and ServiceNow workflows.

Develop and maintain Service Management Manuals (SMMs) and supporting documentation for SIAM delivery.

Configure and integrate ServiceNow modules relevant to SIAM, such as Incident, Problem, Change, Service Catalog, Supplier Management, and Service Level Management. Provide guidance on industry best practices and ensure alignment with ITIL and SIAM principles

1. Design and implement dashboards and performance analytics to monitor service delivery and supplier performance.

Support onboarding and configuration of Managed Service Providers (MSPs) and ensure seamless integration with middleware platforms. Participate in governance forums and contribute to continuous improvement initiatives across service towers.

• *Required Qualifications:**

Proven experience in SIAM and ServiceNow solution design and implementation.

Strong understanding of ServiceNow architecture and modules relevant to SIAM.

Expertise in business and technical writing for client-facing documentation.

Familiarity with infrastructure, networks, databases, and web technologies.

Excellent communication and stakeholder engagement skills.

Ability to work independently and proactively address integration challenges.

Ability to work with clients and stakeholders of all levels.

Ability to conduct SIAM/ServiceNow maturity and healthcheck assessments.

Ability to create engagement documentation and collateral.

• *Preferred Qualifications:**

Knowledge and expertise of the methods defined within the Service Integration and Management Book of Knowledge (SIAMBoK).

ServiceNow Certified System Administrator (CSA) and Implementation Specialist certifications.

Experience with multi-vendor environments and service integrator models.

Knowledge of governance frameworks and performance metrics.

• *Life at Capgemini**

Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:

• Flexible work

• Healthcare including dental, vision, mental health, and well-being programs

• Financial well-being programs such as 401(k) and Employee Share Ownership Plan

• Paid time off and paid holidays

• Paid parental leave

• Family building benefits like adoption assistance, surrogacy, and cryopreservation

• Social well-being benefits like subsidized back-up child/elder care and tutoring

• Mentoring, coaching and learning programs

• Employee Resource Groups

• Disaster Relief

• *About Capgemini**

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. The Group reported 2024 global revenues of €22.1 billion.

Get the future you want | www.capgemini.com

• *Disclaimer**

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.

Capgemini is committed to providing reasonable accommodations 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 http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law

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:** Infrastructure
• *Organization:** CIS US P&C
• *Title:** Senior Service Management Consultant - ServiceNow Business Analyst - SIAM
• *Location:** IL-Chicago
• *Requisition ID:** 081296
• *Other Locations:** US-NJ-Bridgewater, US-GA-Atlanta, US-TX-Houston, US-NY-New York, US-TX-Dallas
• *Job Title:** Senior Senior Service Management Consultant - ServiceNow Business Analyst - SIAM
• *Location:** Chicago, IL; Houston, TX; Dallas, TX; NY, NY; New Jersey near NY City area; Atlanta, GA
• *Travel:** 25%
• *Job Description:**

Job Summary The ServiceNow SIAM Business Analyst is a client-facing expert responsible for designing, implementing, and optimizing Service Integration and Management (SIAM) frameworks using the ServiceNow platform.

This role combines deep knowledge of SIAM operating models and ServiceNow capabilities to assess and deliver integrated, multi-supplier service environments that meet business and technical requirements.

• *Key Responsibilities:**

Support the definition and implementation of SIAM frameworks within ServiceNow, including service definitions, SLAs, and critical metrics. Collaborate with engagement teams to translate business needs into technical requirements and ServiceNow workflows.

Develop and maintain Service Management Manuals (SMMs) and supporting documentation for SIAM delivery.

Configure and integrate ServiceNow modules relevant to SIAM, such as Incident, Problem, Change, Service Catalog, Supplier Management, and Service Level Management. Provide guidance on industry best practices and ensure alignment with ITIL and SIAM principles

1. Design and implement dashboards and performance analytics to monitor service delivery and supplier performance.

Support onboarding and configuration of Managed Service Providers (MSPs) and ensure seamless integration with middleware platforms. Participate in governance forums and contribute to continuous improvement initiatives across service towers.

• *Required Qualifications:**

Proven experience in SIAM and ServiceNow solution design and implementation.

Strong understanding of ServiceNow architecture and modules relevant to SIAM.

Expertise in business and technical writing for client-facing documentation.

Familiarity with infrastructure, networks, databases, and web technologies.

Excellent communication and stakeholder engagement skills.

Ability to work independently and proactively address integration challenges.

Ability to work with clients and stakeholders of all levels.

Ability to conduct SIAM/ServiceNow maturity and healthcheck assessments.

Ability to create engagement documentation and collateral.

• *Preferred Qualifications:**

Knowledge and expertise of the methods defined within the Service Integration and Management Book of Knowledge (SIAMBoK).

ServiceNow Certified System Administrator (CSA) and Implementation Specialist certifications.

Experience with multi-vendor environments and service integrator models.

Knowledge of governance frameworks and performance metrics.

• *Life at Capgemini**

Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:

• Flexible work

• Healthcare including dental, vision, mental health, and well-being programs

• Financial well-being programs such as 401(k) and Employee Share Ownership Plan

• Paid time off and paid holidays

• Paid parental leave

• Family building benefits like adoption assistance, surrogacy, and cryopreservation

• Social well-being benefits like subsidized back-up child/elder care and tutoring

• Mentoring, coaching and learning programs

• Employee Resource Groups

• Disaster Relief

• *About Capgemini**

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. The Group reported 2024 global revenues of €22.1 billion.

Get the future you want | www.capgemini.com

• *Disclaimer**

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.

Capgemini is committed to providing reasonable accommodations 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 http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law

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:** Infrastructure
• *Organization:** CIS US P&C
• *Title:** Senior Service Management Consultant - ServiceNow Business Analyst - SIAM
• *Location:** IL-Chicago
• *Requisition ID:** 081296
• *Other Locations:** US-NJ-Bridgewater, US-GA-Atlanta, US-TX-Houston, US-NY-New York, US-TX-Dallas