ServiceNow Lead - Solution Architect Customer Experience

• Unlimited All You Can Train budget so that you can obtain all your certifications and strengthen your hard and soft skills.
• All You Can Train without any obligations.
• A well-filled suitcase with holiday pay and enough time (26 days) to spend it.
• Capgemini contributes to your pension. Additionally, you also have the freedom to contribute extra to this yourself.
• Work wherever you want on a device of your choice with our connectivity allowance.
• Your first necessity as a professional: a fast laptop and a SIM card that you may also use privately.
• Always on the move with your lease car or NS-businesscard. Or choose to have your travel expenses reimbursed.
• And of course, a suitable salary. We would be happy to discuss this with you.

Your opportunities as a ServiceNow Technical Solution Lead | Customer Experience

Help us further open up the ServiceNow CSM market in the Netherlands.

As ServiceNow CSM Solution Lead, you are the link between business and technology in the field of Customer Experience. You work on customer solutions from strategy to implementation. You understand ServiceNow Customer Service Management well enough to configure solutions yourself (or together with your team), provide technical guidance, and translate them into value for the customer. Additionally, you take on a coaching role: you help a team of consultants and developers grow by actively transferring your knowledge and experience.

You work in a mix of:
- Solutioning & pre‑sales
- Delivery & configuration
- Mentorship & team leadership
- Management-level customer advisory

This role is ideal for someone who is technically strong, but does not want to develop all day and instead gets energy from guiding both customers and colleagues. You will help build a new ServiceNow practice in the Netherlands and will thus have influence on how we grow and which references we build. It is a broad function in which you work on solutioning, delivery, pre‑sales, and coaching, ensuring that no two days are the same.

• Configuring and implementing Customer Experience solutions: Cases, SLAs/Entitlements, Workflows/Flow Designer, Agent/Configurable Workspace, Portals (UI Builder/Experience), Knowledge, Notifications
• Designing customer-oriented solutions based on best practices
• Translating customer processes into working ServiceNow functionality
• Supporting integrations, data models, and platform architecture
• Quality assurance of the solution and coaching of delivery teams

Customer & stakeholder management

• Sparring with managers, COOs, and service leads regarding customer processes
• Leading workshops to uncover requirements
• Advising on how ServiceNow Customer Experience adds value to their operations

• 4-6+ years of experience with ServiceNow configurations (flows, data models, portals, case management).
• Proven end‑to‑end CSM implementations, among others (from intake to go‑live).
• Basic scripting (UI Policies, simple Client Scripts, Business Rules).
• Understanding of platform architecture (data, integrations, security, performance).
• Strong in analysis and translating requirements into working solutions.
• Insight into customer processes: case management, customer contact, sales, and order management (plus)
• Strong communicator at both management and tech levels.
• Coaching mindset and enjoyment in guiding colleagues
• Fluent in Dutch and English.
• Certifications: ServiceNow CSA and CIS‑CSM. (CIS‑SOM/ITSM is a plus.)

Dennis.a.derks@capgemini.com