Capgemini · 2 months ago
Business Analyst / Quality Assurance (ITSM / ITOM)
Winter Haven, FL
Full-time
Hybrid
Mid, Senior Level
4+ years expCapgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world. In this role, you will lead the implementation and optimization of ServiceNow ITSM modules, collaborate with stakeholders to enhance service delivery, and contribute to a dynamic agile environment.
ConsultingInformation TechnologyInsurTechIT ManagementSoftware
Responsibilities
Lead and support the implementation, configuration, and optimization of ServiceNow ITSM modules for national and international clients
Collaborate with stakeholders to analyze service delivery processes, identify improvement opportunities, and design scalable solutions
Translate business needs into technical designs, ensuring alignment with platform capabilities and best practices
Configure and customize the platform using workflows, scripts, and rules to meet client-specific requirements
Work closely with cross-functional teams, including developers, architects, and process owners, throughout the project lifecycle
Stay current with ServiceNow platform updates, ITSM trends, and ITIL evolutions, applying this knowledge to enhance solution quality
Contribute to a collaborative and agile working environment, participating in Scrum/Kanban ceremonies and promoting continuous delivery
Qualification
Required
Minimum of 4 years of experience managing and configuring ServiceNow ITSM modules, including Incident Management, Problem Management, Change Management, and Request Fulfillment
Deep understanding of ITIL best practices and their practical application within ServiceNow to enhance IT service delivery
Strong analytical skills to assess and optimize processes and workflows across ITSM domains
Proven ability to gather and translate business requirements from multiple stakeholders into clear and actionable technical specifications
Hands-on experience configuring workflows, business rules, and client scripts to extend and tailor ITSM functionality
Experience in process mapping, gap analysis, and continuous improvement of IT service operations
Fluent in Portuguese and English (both verbal and written); additional languages are a plus
Structured, organized, and detail-oriented in your approach to work
Benefits
Health and Life insurance
Referral program with bonuses for talent recommendations
Other fringe benefits according with our partnerships in force
Company
Capgemini
Capgemini is a software company that provides consulting, technology, and digital transformation services.
10001+ employees
H1B Sponsorship
Capgemini has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2856)
2024 (3012)
2023 (3424)
2022 (4392)
2021 (3311)
2020 (5871)
Funding
Current Stage
Public CompanyTotal Funding
$4.72B2025-09-18Post Ipo Debt· $4.72B
1999-04-01IPO
Leadership Team
Aiman Ezzat
CEO, Capgemini Group
Anirban Bose
CEO of Americas Strategic Business Unit
Recent News
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2026-01-22
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