Principal Service Management Consultant ServiceNow BA SME HRSD
Job Title: Principal Service Management Consultant - ServiceNow Business Analyst SME HRSD
Location: Chicago, IL; Atlanta, GA; NY, NY; Dallas, TX; Houston, TX; Bridgewater, NJ
Travel: 25%
The ServiceNow Business Analyst (BA) SME HRSD plays a critical role in bridging business needs with technical capabilities on the ServiceNow platform specific to HRSD. This client‑facing role involves gathering requirements, facilitating workshops, translating business logic into technical specifications, and supporting the implementation of ServiceNow solutions within the HRSD ServiceNow module.
Key Responsibilities
- Requirements Gathering & Analysis – Lead workshops to collect and document business and technical requirements in the HRSD module area.
- Translate complex technical specifications into business logic and vice versa.
- Collaborate with stakeholders to evaluate HRSD ServiceNow capabilities and enhancements.
- Documentation & Communication – Create user stories, process guides, end‑user documentation, and playbooks.
- Document enhancement requests and technical specifications related to the HRSD module.
- Maintain clear communication with stakeholders regarding status updates and feasibility assessments.
- Platform Expertise & Collaboration – Maintain deep knowledge of ServiceNow modules including IT Workflows, CRM Workflows, HRSD, Security & Risk, AI, etc. Partner with ServiceNow architects, developers and provisioning analysts to ensure alignment of business and technical objectives.
- Support UAT sessions and training for various client personas.
- Agile & Delivery Support – Write user stories to be configured by technical developers.
- Work within Agile frameworks to support sprint planning and execution.
- Proactively identify risks, issues, and blockers and communicate through appropriate channels.
- Ensure deliverables are complete, consistent, and aligned with customer expectations.
Required Qualifications
- Bachelor’s degree in Computer Science, Information Systems, or related field.
- 3+ years of experience as a Business Analyst or Product Specialist in ServiceNow environments including HRSD module.
- ITIL Foundation Certification (v4).
- Strong oral and written communication skills.
- Proficiency in Agile lifecycle and tools like ServiceNow Docs and NowCreate.
Preferred Qualifications
- Experience with multiple ServiceNow applications (e.g., ITSM, HRSD, CSM, GRC) is ideal but specifically HRSD.
- Familiarity with Common Services Data Model and Strategic Portfolio Management.
- Ability to work independently and manage multiple priorities.
Key Competencies
- Business process reengineering
- Technical and functional documentation
- Stakeholder engagement
- Agile delivery and sprint planning
- ServiceNow platform knowledge
- Workshop facilitation and training
Life at Capgemini
- 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 and has reported 2024 global revenues of €22.1 billion.
Disclaimer
Capgemini is an Equal Opportunity Employer encouraging diversity 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. Click the following link for more information on your rights as an Applicant: 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. Capgemini discloses salary range information in compliance with state and local pay transparency obligations. The disclosed range represents the lowest to highest salary we, in good faith, believe we would pay for this role at the time of this posting, although we may ultimately pay more or less than the disclosed range, and the range may be modified in the future. The disclosed range takes into account the wide range of factors that are considered in making compensation decisions including, but not limited to, geographic location, relevant education, qualifications, certifications, experience, skills, seniority, performance, sales or revenue-based metrics, business or organizational needs. At Capgemini, it is not typical for an individual to be hired at or near the top of the range for their role. The base salary range for the tagged location is $75,582 - $170,040. This role may be eligible for other compensation including variable compensation, bonus, or commission. Full‑time regular employees are eligible for paid time off, medical/dental/vision insurance, 401(k), and any other benefits to eligible employees. Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company’s sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.
#J-18808-Ljbffr