Service Now- Managing Solution Architect

Capgemini • Atlanta, GA

1d

About The Position

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.
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.

Requirements

• 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

Nice To Haves

• 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

Responsibilities

• 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 models powered by ServiceNow
• 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

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level