Senior ServiceNow Business Analyst SIAM Management Consultant
About The Position
Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world. 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 across the ServiceNow platform to assess and deliver integrated, multi-supplier service environments that meet business and technical requirements.
Requirements
- Proven experience in SIAM and ServiceNow solution design and implementation.
- Strong understanding of ServiceNow platform, 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.
Nice To Haves
- 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.
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.
- 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.
Benefits
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
