Principal Service Management Consultant - Performance Analytics

If your skills, experience, and qualifications match those in this job overview, do not delay your application. Location: Chicago, IL; Atlanta, GA; Houston, TX; Dallas, TX; New York, NY; New Jersey area near NY Travel: up to 25% and infrequent at first ServiceNow Business Analyst (SME) - Performance Analytics A ServiceNow / Performance Analytics (PA) Subject Matter Expert (SME) is responsible for designing, developing, testing, analyzing, creating, and modifying ServiceNow functionalities and Performance Analytics reports and dashboards based on business needs. This role involves collaboration with ServiceNow Architects and Engagement Teams to deliver comprehensive solutions. Key Responsibilities: Interact with Engagement Teams to gather and translate technical report requirements. Participate in defining, designing, building, and implementing Service Performance Management frameworks and solutions. Provide guidance on industry best practices and recommendations. Define process and technical requirements to support system design. Create graphs and charts illustrating performance trends using relevant software. Analyze and implement technical report requirements. Develop and support ServiceNow / PA applications, dashboards, and reports. Ensure successful implementation of system improvements. Implement ServiceNow Service Performance Management workflows integrating with external web services. Guide adoption and encourage customer investment in solutions. Define service offerings, SLAs, and critical metrics in alignment with clients. Contribute to a roadmap for system maintenance, upgrades, and ecosystem enhancements aligned with long-term goals. Required Skills: ServiceNow Certified Systems Administration (CSA) certification ServiceNow Performance Analytics Certification At least 1 year of development experience on the ServiceNow platform ITIL V4 Foundation or higher (or willingness to obtain) Over 2 years experience in business intelligence solutions Experience with Agile/Scrum methodologies Knowledge of software development practices such as logging, unit testing (ATF), code reviews Experience with Service Integration and Management and Service Performance Management is a plus Strong understanding of ITSM tooling, ServiceNow, and Performance Analytics Good knowledge of solution components (applications, infrastructure, networks, databases, web tech) Excellent verbal and written communication skills Desired Skills: Ability to work independently and proactively Experience diagnosing and resolving issues Focus on root cause analysis Understanding of ITSM processes and systems Client requirement analysis and solution design skills Collaborative approach to developing solutions Basic understanding of Capgemini's business and technology Strong analytical skills Optional: Experience with web frameworks (React, AngularJS), report/dashboard tools, scripting, upgrades Life at Capgemini Capgemini offers comprehensive well-being programs including healthcare, financial benefits, paid time off, parental leave, family benefits, social programs, mentoring, and employee resource groups. About Capgemini Capgemini is a global leader in digital and sustainable transformation, with over 55 years of experience, operating in more than 50 countries, with revenues of €22.1 billion. It leverages expertise in AI, cloud, data, and industry-specific solutions to deliver impactful results for clients worldwide.

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