Platform Solution Architect-(CSM) | CGEMJP00317217

Role Name : Platform Solution Architect Customer Service Management (CSM)

Rate : $100 / hour all inclusive

Location : Dallas, TX - onsite

Visa Type : H1B, USC, GC

• Team video INTERVIEW IS MANDATORY

What You'll Bring

Proven experience as a Solution Architect, SME, or Consultant with deep expertise in ServiceNow CSM and ITSM transformation.

Ability to translate complex technical solutions into clear, value-driven narratives for both technical and business stakeholders.

Strong analytical and problem-solving skills with a focus on aligning architecture to business outcomes.

3+ years of hands-on experience in Service Integration, including design, transition, and operations.

3+ years of experience in ServiceNow ITSM / CSM module configuration, administration, or business analysis.

Familiarity with other service management platforms (e.g., BMC Remedy, Kinetic Data).

Experience with Service Request Management, Service Catalog, and non-core ServiceNow modules (e.g., Service Portfolio, HRSD, Security Ops).

Exposure to Service Asset & Configuration Management (SACM) and Organizational Change Management (OCM).

What You'll Do

Own the end-to-end solution architecture across transition, run, and transformation phases within the Servicenow portfolio.

Lead the development of reusable, scalable solution components including proposal decks, effort models, and delivery frameworks.

Collaborate with delivery leads and SMEs to ensure technical feasibility, cost-effectiveness, and alignment with client SLAs.

Define and document testing strategies, customer responsibilities, and phased implementation plans.

Integrate OCM and Run & Maintain packages into solution proposals to support long-term client success.

Guide and mentor virtual teams, ensuring architectural consistency and delivery excellence across regions.

Support commercial teams in drafting SoWs, SLAs, and reviewing service credits / penalties.

Contribute to sales-to-delivery handovers, ensuring smooth transitions and aligned expectations.

What Sets You Apart

Strong leadership and stakeholder management skills with the ability to influence across portfolio towers.

Deep understanding of the vendor and partner ecosystem, including Capgemini-preferred tools and platforms.

Experience in enterprise-level consulting, due diligence, and advisory for complex deals.

Ability to cost solutions, identify risks, and align pricing with client expectations and market benchmarks.

Familiarity with global delivery models, including offshore coordination and GDC collaboration.

Why Join Us?

As a Platform Solution Architect, you'll be at the forefront of shaping next-generation CSM solutions. You'll work closely with global pre-sales, delivery, and client teams to build robust, cost-effective, and competitive architectures that drive business value and customer satisfaction.?