ServiceNow Administrator

About Capgemini Group

Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 300,000 team members in nearly 50 countries. With its strong 50-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms.

This role is responsible for configuring, maintaining, and optimizing the ServiceNow platform to support IT Service Management (ITSM), HRSD and other ServiceNow modules. This role ensures platform stability, manages user access, and implements enhancements aligned with ITIL best practices. This role can be working 100% remotely.

REQUIREMENTS:

• 5+YOE in ServiceNow platform, including user/role management, monitoring platform health, and managing daily operations.
• Strong skills in configuration and customization of core modules (Incident, Problem, Change, Service Catalog, CMDB), including workflows, business rules, UI policies, and client scripts.
• Experience performing upgrades and maintenance, including update sets, patching, and ensuring compatibility of customizations after upgrades.
• Knowledge of integrations and data management, including CMDB maintenance, Discovery, reconciliation, and connecting ServiceNow with third‑party systems (e.g., SAP, Workday).
• Strong troubleshooting and support capabilities, able to resolve L1–L3 issues and provide guidance to end users and stakeholders.
• Ability to create documentation and training materials, support enhancement implementation, and leverage AI tools to improve quality and delivery speed.
• Advanced English level

RESPONSABILITIES:

• Platform Administration:
○ Perform day-to-day administration of the ServiceNow instance, including user and role management.
○ Monitor platform health, usage, and compliance.

• Configuration & Customization:
○ Configure core modules (Incident, Problem, Change, Service Catalog, CMDB).
○ Develop and maintain workflows, UI policies, client scripts, and business rules.

• Upgrades & Maintenance:
○ Plan and execute platform upgrades, patches, and update sets.
○ Ensure compatibility of customizations during upgrades.

• Integration & Data Management:
○ Manage integrations with third-party systems (e.g., Workday, SAP).
○ Maintain CMDB health and data integrity using Discovery and reconciliation processes.

• Support & Troubleshooting:
○ Resolve incidents and problems related to ServiceNow functionality (L1 to L3).
○ Provide technical support and guidance to end-users and stakeholders.

• Documentation & Training:
○ Create and maintain process documentation and knowledge articles.

•Train users and support teams on platform features and best practices.

• Implement enhancement (from design to test)

• Use AI as an accelerator to improve quality and time to market

• Participate in technical committees and coordinate with business teams.

• Document deliverables examples: user guides, test sheets, operating procedures.

• Use AI as an accelerator to improve quality and time to market

What you will love about working with us:

• At Capgemini we're always looking ahead.
• We reimagine possibilities, and we innovate with technology to bring ideas to life.
• We encourage flexibility in how, when, and where people get their work done, allowing a better work-life balance, and greater empowerment.
• They partner with their managers to find an arrangement that works best for their role and their circumstances.
• We offer game-changing programs to accelerate the growth of our people and the development of their expertise.

What you need to know about what we offer:

• Excellent compensation and benefits
• Career path, trainings and real growth opportunities
• Engaging and challenging projects.
• Excellent work environment and culture.
• Open and Effective management.
• Highly professional and collaborative teams.

At Capgemini Mexico, we aim to attract the best talent and are committed to creating a diverse and inclusive work environment, so there is no discrimination based on race, sex, sexual orientation, gender identity or expression, or any other characteristic of a person. All applications welcome and will be considered based on merit against the job and/or experience for the position.