Principal Service Management Consultant

Job DescriptionPrincipal Service Management Consultant-DescriptionJob Title: Service Management - ITSM Analyst - Principal Service Management ConsultantLocation:Mississauga, CanadaTravel:25%Job description:Role OverviewThe ServiceNow ITSM Analyst will be responsible for supporting and enhancing IT Service Management processes using the ServiceNow platform. This role requires strong analytical skills, hands-on experience with ServiceNow modules, and a solid understanding of ITIL principles to ensure efficient and compliant service delivery.Key Responsibilities:Configure, maintain, and optimize ServiceNow ITSM modules (Incident, Problem, Change, Knowledge, Service Catalog).Collaborate with stakeholders to gather requirements and translate them into functional specifications.Analyze and implement ITIL-aligned processes within ServiceNow.Monitor and improve workflows, SLAs, and reporting dashboards.Provide technical and functional support for ServiceNow enhancements and upgrades.Partner with developers and business analysts to deliver solutions that meet business needs.Ensure data integrity and compliance with organizational standards.Document processes, configurations, and provide user training.Required QualificationsRequired Skills:Education: Bachelor’s degree in Computer Science, Information Technology, or related field.Experience:* 2+ years of hands-on experience with ServiceNow ITSM modules.* Familiarity with scripting in ServiceNow (Business Rules, Client Scripts, UI Policies).Certifications:* ITIL Foundation Certification (v3 or v4).* ServiceNow System Administrator certification (preferred).Strong understanding of ITIL processes: Incident, Problem, Change, and Knowledge Management.Excellent communication and stakeholder management skills.Desired Skills:Preferred SkillsExperience with ServiceNow integrations and automation.Knowledge of HRSD, CMDB, or other ServiceNow modules.Ability to work independently and in a team environment.Analytical mindset with problem-solving capabilities.Life at CapgeminiCapgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:Flexible workHealthcare including dental, vision, mental health, and well-being programsFinancial well-being programs such as (k) and Employee Share Ownership PlanPaid time off and paid holidaysPaid parental leaveFamily building benefits like adoption assistance, surrogacy, and cryopreservationSocial well-being benefits like subsidized back-up child/elder care and tutoringMentoring, coaching and learning programsEmployee Resource GroupsDisaster ReliefAbout CapgeminiCapgemini 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 , 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 toengineering, 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 global revenues of €22.1 billion.Get the future you want | class="MsoNormal">Disclaimer