ESM Tool Architect (English Speaking)

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.

Role Description:

We're looking for a passionate and experienced ESM Tool Architect to join our vibrant team! As the ESM Tool Architect, you will be responsible for designing, governing, and evolving Enterprise Service Management (ESM) tool architecture—primarily based on the ServiceNow platform—ensuring scalability, security, and alignment with business processes across IT and enterprise functions such as HR, Facilities, Security, and Customer Service.

Responsibilities:

• Design and own the ESM tool architecture in alignment with ServiceNow best practices.
• Define target architecture, solution blueprints, and integration patterns for ESM ecosystems.
• Lead the implementation and continuous evolution of ServiceNow modules (e.g. ITSM, HRSD, CSM, ITOM).
• Ensure governance, platform standards, and overall instance health across ESM tools.
• Define and maintain the ESM roadmap aligned with business and service management objectives.
• Design and manage integrations between ServiceNow and enterprise systems (e.g. ERP, CRM, monitoring tools).
• Drive automation, workflow optimization, and self-service enablement initiatives.
• Collaborate with delivery teams, platform owners, and process stakeholders to ensure architectural alignment.

Experience & Qualification:

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field (preferred).
• Minimum 7–10 years of experience in Enterprise Service Management, ServiceNow architecture, or solution architecture.
• Proven leadership experience in architecting and delivering enterprise-scale ServiceNow or ESM solutions.
• In-depth understanding of ServiceNow platform architecture, ITIL, SIAM, and service management frameworks.
• Excellent communication, interpersonal, and problem-solving skills.
• Fluency in written and spoken English.
• Strong analytical and reporting skills.
• Proficiency in ESM and integration tools, including ServiceNow, API integrations, and enterprise system platforms.