Principal Service Management Consultant

Job Title: Service Management - ITSM Analyst - Principal Service Management Consultant

Location: Mississauga, Canada

Travel: 25%

Job description:

Role Overview

The 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 Qualifications

Required 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 Skills

Experience 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 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.

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Disclaimer

Capgemini is an Equal Opportunity Employer encouraging inclusion 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.

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

Schedule Full-time

Primary Location CA-ON-Mississauga

Organization CIS CAN US