Lyons Consulting Group
Principal Service Management Consultant - ServiceNow CRM Workflow Architect - FS
Lyons Consulting Group, Atlanta, Georgia, United States, 30383
Job Summary
As a ServiceNow CRM Workflow Architect, you will lead the design and implementation of scalable, enterprise-grade ServiceNow CSM, FSM, and SOM solutions. This role is pivotal in driving digital transformation initiatives across global business units, ensuring alignment with strategic goals and delivering exceptional customer service experiences. Responsibilities
Architect, design, and implement end-to-end ServiceNow CSM solutions, including Case Management, Knowledge Management, Communities, Field Service Management, Sales and Order Management, and Virtual Agent. Lead design workshops and collaborate with business stakeholders to gather and validate requirements. Define and enforce architectural standards, governance, and best practices across ServiceNow implementations. Integrate ServiceNow CRM solutions with other enterprise platforms (e.g., IT Workflows, HRSD, Security & Risk, etc). Provide technical leadership to development teams and ensure high-quality solution delivery. Support instance health, performance tuning, and upgrade planning. Mentor junior architects and developers, fostering a culture of continuous improvement and innovation. Required Skills
7+ years of experience in enterprise IT architecture, with 4+ years focused on ServiceNow. Deep expertise in ServiceNow CRM Workflows and related modules. Proven experience in global ServiceNow deployments and multi-region architecture. Strong understanding of ITIL, customer service operations, and digital workflows. ServiceNow certifications: Certified System Administrator (CSA), Certified Technical Architect (CTA), Certified Application Developer (CAD) – optional. Excellent communication and stakeholder engagement skills. Desired Skills: ability to lead and mentor engagement teams; ability to communicate with clients and stakeholders at all levels. Familiarity with ServiceNow App Engine, IntegrationHub, and Performance Analytics. Agile and DevOps delivery experience. 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 (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 team members in more than 50 countries. With its strong 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 global revenues of €22.1 billion. Get the future you want Disclaimer
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As a ServiceNow CRM Workflow Architect, you will lead the design and implementation of scalable, enterprise-grade ServiceNow CSM, FSM, and SOM solutions. This role is pivotal in driving digital transformation initiatives across global business units, ensuring alignment with strategic goals and delivering exceptional customer service experiences. Responsibilities
Architect, design, and implement end-to-end ServiceNow CSM solutions, including Case Management, Knowledge Management, Communities, Field Service Management, Sales and Order Management, and Virtual Agent. Lead design workshops and collaborate with business stakeholders to gather and validate requirements. Define and enforce architectural standards, governance, and best practices across ServiceNow implementations. Integrate ServiceNow CRM solutions with other enterprise platforms (e.g., IT Workflows, HRSD, Security & Risk, etc). Provide technical leadership to development teams and ensure high-quality solution delivery. Support instance health, performance tuning, and upgrade planning. Mentor junior architects and developers, fostering a culture of continuous improvement and innovation. Required Skills
7+ years of experience in enterprise IT architecture, with 4+ years focused on ServiceNow. Deep expertise in ServiceNow CRM Workflows and related modules. Proven experience in global ServiceNow deployments and multi-region architecture. Strong understanding of ITIL, customer service operations, and digital workflows. ServiceNow certifications: Certified System Administrator (CSA), Certified Technical Architect (CTA), Certified Application Developer (CAD) – optional. Excellent communication and stakeholder engagement skills. Desired Skills: ability to lead and mentor engagement teams; ability to communicate with clients and stakeholders at all levels. Familiarity with ServiceNow App Engine, IntegrationHub, and Performance Analytics. Agile and DevOps delivery experience. 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 (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 team members in more than 50 countries. With its strong 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 global revenues of €22.1 billion. Get the future you want Disclaimer
#J-18808-Ljbffr