**Job Title** : Principal Service Management Consultant - Performance Analytics **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 **Job description:** ServiceNow Business Analyst (SME) - Performance Analytics A ServiceNow/Performance Analytics (PA) Subject Matter Expert (SME) is the expert in designing, developing, testing, analyzing, creating, and modifying the ServiceNow functionality based on business needs, as well as designing, developing, testing, analyzing, creating, and modifying Performance Analytics reports and dashboards. Working alongside the ServiceNow Architect and Engagement Teams, the ServiceNow/Performance Analytics Developer shares responsibility for the overall ServiceNow solution. **Key Responsibilities:** In addition to complying with Capgemini’s professionalism policies, the ServiceNow PA SME is responsible for: • Interacting with Engagement Teams to collect and translate technical report requirements • Participates in the definition, design, build, and implementation of Service Performance Management framework and solutions to meet client needs • Provides guidance and insight regarding industry best practices and recommendations • Definition of process and technical requirements to support design • Using computer software programs to create graphs and charts that illustrate performance trends • Analyzing and implementing technical report requirements as defined • Providing application ServiceNow/PA development services and technical support • Designing, coding, testing, debugging, documenting, implementing and maintaining ServiceNow/PA software applications, dashboards, and reports. • Ensures that system improvements are successfully implemented • Implement ServiceNow Service Performance Management framework workflows that integrate with external web services • Provides standard methodologies for guiding adoption and influencing the customer to make investments in the solution • Define the services that ServiceNow/PA delivers and gets alignment with customers on service definitions, SLAs and critical metrics • Contribute to a ServiceNow roadmap that plans out investments in system maintenance, upgrade schedule, system improvements and additions to the ServiceNow/PA ecosystem that aligns with the longer-term goals and objectives of IT and SNOW’s customers **Required Skills:** • Required: o ServiceNow Certified Systems Administration (CSA) certification o ServiceNow Performance Analytics Certification • 1 years’ experience developing on the ServiceNow platform • ITIL V4 Foundation or above (or willingness to obtain it) • 2 years experience solutioning/developing business intelligence solutions • Experience utilizing the Agile/Scrum methodology to define and deliver development work • Experience in HTML, CSS, Javascript, AJAX, integrating to multiple data sources used to populate ServiceNow modules • Experience with standard methodologies of software development - logging, unit testing (ATF), code reviews, etc • Service Integration and Management and Service Performance Management experience is a plus • Good understanding of ITSM Tooling / ServiceNow / Performance Analytics • Strong understanding of solution components and their capabilities (applications, infrastructure, networks, databases, web technologies) •Excellent communication skills (verbal and written) **Desired Skills:** • Able to work independently and demonstrate initiative through pro-active behavior • Participates in and/or leads diagnosis and fixing of problems within area of expertise • Identifies and fixes the root cause rather than just symptoms • Competent in use and understanding of ITSM processes & systems for client and Capgemini benefit • Listens and ensures understanding of the client requirements to be able to support the design of appropriate solutions • Works with peer team to develop and promote solution • Displays a basic and developing understanding of Capgemini, the way we do business and the technologies involved • Possesses good analytical skills and can apply sound levels of logic to tasks undertaken • Possesses good presentation skills • Experience Preferred but not required: o Experience of one popular web framework - React, AngularJS o Experience will building reports and dashboards in a formalized reporting application like ServiceFlow, SSRS, etc. o Advanced scripting experience utilizing best practice formatting and comments in Script Includes, Business Rules, etc o Experience with upgrades and skipped update remediation **Life at Capgemini** Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer: + Flexible work + Healthcare including dental, vision, mental health, and well-being programs + Financial well-being programs such as 401(k) and Employee Share Ownership Plan + Paid time off and paid holidays + Paid parental leave + Family building benefits like adoption assistance, surrogacy, and cryopreservation + Social well-being benefits like subsidized back-up child/elder care and tutoring + Mentoring, coaching and learning programs + Employee Resource Groups + Disaster Relief **About Capgemini** Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2024 global revenues of €22.1 billion. Get the future you want | www.capgemini.com **Disclaimer** Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law. This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship. Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact. Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process. Click the following link for more information on your rights as an Applicant http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law Applicants for employment in the US must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the US by Capgemini. **Job:** _Infrastructure_ **Organization:** _CIS US P&C_ **Title:** _Principal Service Management Consultant - Performance Analytics_ **Location:** _IL-Chicago_ **Requisition ID:** _080691_ **Other Locations:** _US-NY-New York, US-NJ-Bridgewater, US-GA-Atlanta, US-TX-Houston, US-TX-Dallas_