ServiceNow Implementation Specialist

About the job you're considering

The Service Now Platform Implementation Solution Specialist is a technical and strategic role within Digital Customer Experience’s (DCX) Business Technology practice in the UK. This role focuses on developing, customizing, and integrating Service Now solutions to enhance Customer Experience, Technology Experience, and Employee Experience. It requires a strong understanding of what drives excellent customer experiences from marketing, sales, and commerce perspectives, as well as how great employee experiences are built around key moments such as onboarding, daily work, and talent development.

The role also involves leveraging Service Now’s platform to enable seamless workflows that optimize productivity and satisfaction for both customers and employees.

Your role

Technical Development - Design and develop solutions for Service Now workflow applications, including:

• Customer Experience Workflow Applications - Customer Service Management (CSM), Field Service Management, Customer Service Portal
• Technology Experience Workflow Applications - IT Service Management (ITSM), IT Operations Management (ITOM), IT Asset Management (ITAM)
• Employee Experience Workflow Applications - HR Service Delivery (HRSD), Employee Onboarding and Transitions, Workplace Service Delivery

User Experience - Utliise Service Now's Experience Layer components to build modern, intuitive user interfaces

• Configure and enhance the Next Experience UI for tailored and seamless interactions
• Use UI Builder and Service Portal to deliver role-based dashboards and customised workflows that meet client-specific requirements

Integration and Data Management

• Integrate Service Now applications with external systems (e.g., CRMs, HR systems, and eCommerce platforms) using REST/SOAP APIs and Integration Hub.
• Manage data migration and ensure alignment across Service Now modules and external systems for consistent data integrity.
• Workflow data fabric and RaptorDB

Your skills and experience

• Service Now Expertise:
Proven experience with the Service Now platform, focusing on Customer Experience, Technology Experience, and Employee Experience workflows.

• Customer and Employee Insights:
o Deep understanding of customer journey optimization, including touchpoints in marketing, sales, and commerce.
o Strong knowledge of employee lifecycle touchpoints, such as onboarding, daily productivity, and career development.

• Technical Proficiency:
Proficiency in JavaScript, HTML, CSS, and Service Now-specific tools like Glide API, Flow Designer, and Integration Hub.

• Integration

Skills:

Expertise in integrating Service Now with external systems to create end-to-end workflows.

• Communication and

Collaboration:

Ability to translate technical concepts into business outcomes and work effectively with diverse teams.

• Problem-Solving:
Analytical mindset with the ability to troubleshoot complex issues and deliver innovative solutions.

Your security clearance

Baseline Personnel Security Standard (BPSS)
To be successfully appointed to this role you will need to undergo Baseline Personnel Security Standard checks.
There are no nationality or residency restrictions, although if you have resided outside of the UK within the last 3 years, further checks may be required.
There are other criteria and check required for BPSS, and throughout the recruitment process, you will be asked questions about your security clearance
eligibility such as, but not limited to, country of residence and nationality.

What does 'Get The Future You Want' mean for you?

Flexibility to work your way - You will be encouraged to have a positive work-life balance. Our hybrid-first way of working means we embed hybrid working in all that we do and make flexible working arrangements the day-to-day reality for our people. All UK employees are eligible to request flexible working arrangements
Shape your path - You will be empowered to explore, innovate, and progress. You will benefit from Capgemini’s ‘learning for life’ mindset, meaning you will have countless training and…