Capgemini - Atlanta, GA
posted 2 months ago
The Change and Release Management Subject Matter Expert (SME) plays a pivotal role within client-facing teams at Capgemini, either leading the team, assisting the lead, or working independently. This position is primarily focused on the assessment, design, development, and implementation of Information Technology Service Management (ITSM) solutions, specifically utilizing ServiceNow for Change and Release Management. The SME is expected to 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 responsible for conducting maturity assessments of the ITSM ServiceNow Change and Release Management practices currently deployed within client environments. This involves creating transformation roadmaps that recommend improvements based on assessment results and client priorities. The SME will also be tasked with developing and delivering tailored 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 translate customer requirements into technical solutions, ensuring that the solutions provided align with client expectations and business objectives. The position requires excellent verbal and written communication skills, as the SME will need to conduct workshops and assessments that help clients maximize their business results from ServiceNow software. Additionally, the SME will manage a team of resources, ensuring that projects are delivered on time and meet the high standards expected by Capgemini and its clients. Certification requirements for this role include ServiceNow CSA, ServiceNow CAD, two ServiceNow CIS certifications, and ITIL4 Foundations, underscoring the technical expertise necessary for success in this position.