Process SME - CSDM, ServiceNow

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

Your role

As a CSDM Process SME, you will be instrumental in building strong customer relationships by consistently meeting client expectations on your deliverables, including designing and implementing CSDM. You'll proactively identify opportunities for additional work and assist in recognizing further business opportunities. Your expertise will be crucial in building and transitioning effective Service Management and Service Integration solutions. You will also conduct discovery processes, gather business requirements, assess IT organization maturity, and translate these into actionable IT delivery plans aligned with core IT principles. 

Your tasks

• Build customer relationships by delivering at client expectations on assigned deliverables, design and implement CSDM, proactively identifying add on work and assisting in identifying further opportunities
• Build and transition Service Management and Service Integration solutions
• Carry out discovery process by gathering customer’s business requirements and/or assessing the maturity of the IT organization and the level of business
• Translate customer’s business requirements into IT delivery, including IT principles
• Oversee specific work / tasks or process streams including ensuring ITIL aligned processes, procedures and work instructions are produced to required standard and are trained upon

Your profile

• At least 6 years of experience in Configuration/Solutions evaluation/ Validation and deployment in ServiceNow IT Operations Management – Discovery, Service Mapping, Event Management
• Working knowledge in ServiceNow IT Operations Management Solutions and be able to build or modify custom patterns and troubleshoot.
• At least 6 years of experience with implementing ITSM Processes including Incident, Problem and Change Management, Catalogue, CMDB, Portal and Integrations in ServiceNow platform
• At least 8 years of experience in capturing requirements related to internal/external consulting, documenting, and mapping current business process
• Good understanding of basic application and network infrastructure and interdependencies
• Deep knowledge of ServiceNow Platform and Services
• Deep knowledge in ServiceNow ITOM portfolio
• Strong hands-on experience in troubleshooting ServiceNow Discovery

What You'll love about working here

• Well-being culture: medical care with Medicover, private life insurance, and Multisport card. But we went one step further by creating our own Capgemini Helpline offering therapeutical support if needed and the educational podcast 'Let's talk about wellbeing' which you can listen to on Spotify.
• Access to over 70 training tracks with certification opportunities (e.g., GenAI, Excel, Business Analysis, Project Management) on our NEXT platform. Dive into a world of knowledge with free access to Education First languages platform, Pluralsight, TED Talks, Coursera and Udemy Business materials and trainings.
• Award-winning development programs to support your career at every stage. Connected Manager - our leadership development program has already helped over 300 employees accelerate their growth!
• Continuous feedback and ongoing performance discussions thanks to our performance management tool GetSuccess supported by a transparent performance management policy.
• Enjoy hybrid working model that fits your life - after completing onboarding, connect work from a modern office with ergonomic work from home, thanks to home office package (including laptop, monitor, and chair). Ask your recruiter about the details.

Get to know us

Capgemini is committed to diversity and inclusion, ensuring fairness in all employment practices. We evaluate individuals based on qualifications and performance, not personal characteristics, striving to create a workplace where everyone can succeed and feel valued.

Do you want to get to know us better? Check our Instagram — @capgeminipl or visit our Facebook profile — Capgemini Polska. You can also find us on YouTube. 

About Capgemini

Capgemini is the business transformation partner for enterprises in the age of AI. We help organizations imagine and build an intelligent, sustainable future, combining AI, technology and human ingenuity to transform how they operate, innovate and grow. With unique end-to-end capabilities spanning strategy, technology, engineering and intelligent operations, we bring together deep industry expertise and market-leading capabilities in AI, cloud and data to turn ambition into measurable business outcomes at scale. Supported by a robust ecosystem of partners and nearly 60 years of expertise, Capgemini is a responsible and diverse global organization of over 410,000 team members in more than 50 countries. The Group reported 2025 revenues of €22.5 billion.

Make it real | www.capgemini.com