Capgemini - Chicago, IL
posted 2 months ago
The Change and Release Management Subject Matter Expert (SME) at Capgemini plays a pivotal role in client-facing teams, either leading the team, assisting the lead, or working independently. This position is responsible for the assessment, design, development, and implementation of Information Technology Service Management (ITSM) solutions specifically focused on ServiceNow Change and Release Management. The SME must possess a comprehensive understanding of the ITIL service management lifecycle stages and various processes, ensuring the effective delivery of Change and Release Management solutions to clients. In this role, the SME will be tasked with performing maturity assessments of the ITSM ServiceNow Change and Release Management practices currently deployed within client environments. This involves creating transformation roadmaps that implement recommended improvements based on assessment results and client priorities. The SME will also be responsible for developing and delivering ITSM ServiceNow Change and Release Management solutions, defining and developing technical requirements, and producing related project documentation. A strong emphasis is placed on the ability to conduct value-based assessments and workshops to help clients maximize their business results from ServiceNow software. The ideal candidate will demonstrate extensive knowledge in the development and delivery of ITSM ServiceNow Change and Release Management solutions, along with the ability to translate customer requirements into technical solutions. Excellent verbal and written communication skills are essential, as is the capability to manage a team of resources effectively. Certification requirements for this position include ServiceNow CSA, ServiceNow CAD, two ServiceNow CIS certifications, and ITIL4 Foundations certification.