Principal Tools Consultant - Customer Workflow / UX/UI

📍 Job Overview

Job Title: Principal Tools Consultant - Customer Workflow / UX/UI Company: Capgemini Location: Chicago, IL; Atlanta, GA; Houston, TX; Dallas, TX; New York, NY; Bridgewater, NJ Job Type: Full-time Category: Operations Technology / Business Process Consulting Date Posted: August 07, 2025 Experience Level: Mid-Senior Level (3-5 years inferred) Remote Status: On-site (with 25% travel)

🚀 Role Summary

• This role focuses on the strategic development and implementation of exceptional user experiences within the ServiceNow platform, specifically targeting customer workflows and UX/UI enhancements.
• The position requires a deep understanding of web technologies and a proven track record in designing and configuring user-centric interfaces for enterprise-level applications.
• Key responsibilities involve collaborating with architects, defining technical requirements, and translating business needs into functional and visually appealing user experiences.
• The Principal Tools Consultant will play a crucial role in driving user engagement and sustainable growth through optimized customer journeys on the ServiceNow platform.

📝 Enhancement Note: While the title "Principal Tools Consultant" might suggest a broader scope, the detailed description heavily emphasizes ServiceNow UX/UI development and customer workflow optimization. The "Principal" level implies a need for significant expertise, problem-solving capabilities, and potentially mentoring junior team members, positioning this as a senior individual contributor role within the operations technology domain. The inferred experience level of 3-5 years aligns with a mid-to-senior contributor profile.

📈 Primary Responsibilities

• Develop and implement exceptional user experiences within the ServiceNow platform, focusing on customer workflow and UX/UI for Service Portal, Mobile App, and CSM components.
• Participate actively in design workshops, including persona co-creation, taxonomy definition, and design reviews, to ensure user-centricity and alignment with business objectives.
• Translate defined technical requirements into functional ServiceNow configurations, ensuring robust and scalable solutions.
• Configure UI layouts and UX/UI components, including interactive controls, labels, and graphical elements, for both mobile and desktop platforms, prioritizing user experience and efficiency.
• Define and document application UI and workflow requirements, ensuring clear alignment with user needs and overarching business objectives for customer engagement.
• Leverage full-stack web technologies such as Java, JavaScript, Angular.js, React, HTML, and CSS to create dynamic and responsive user interfaces.
• Design and implement portals within the ServiceNow ecosystem, including Service Portal, Employee Center/EC Pro, Customer Service Portal, or Retail Service Portal, for ITSM, HRSD, or Retail solutions.
• Contribute to the design and development of the ServiceNow mobile app, enhancing user interaction on mobile devices.
• Apply expertise in HTML, CSS, and AngularJS development for custom widget creation, extension of out-of-the-box widgets, and integration of third-party libraries within ServiceNow.
• Implement systems using Agile/Scrum methodologies, ensuring efficient development cycles and adherence to testing processes.

📝 Enhancement Note: The responsibilities clearly indicate a hands-on development role with a strong emphasis on front-end technologies within the ServiceNow framework. The mention of "Customer Workflow" and specific portals (Service Portal, CSM components) points towards a focus on customer-facing or employee-facing service delivery processes, which are critical operational areas.

🎓 Skills & Qualifications

Education:

• Bachelor's degree in Computer Science, Information Technology, Human-Computer Interaction, or a related field is typically expected for a Principal-level role, though equivalent practical experience may be considered.

Experience:

• A minimum of 3 years of hands-on experience designing and developing portals and UX/UI on the ServiceNow platform.
• Demonstrated experience with at least one of the following ServiceNow portals: Service Portal, Employee Center/EC Pro, Customer Service Portal, or Retail Service Portal.
• Experience implementing solutions for ITSM, HRSD, or Retail solutions within an enterprise environment.
• Proven experience implementing systems using the Agile/Scrum methodology.
• Experience in defining and documenting UI and workflow requirements, ensuring alignment with user needs and business objectives.

Required Skills:

• ServiceNow Platform Expertise: Deep understanding of ServiceNow's Service Portal, UI/UX capabilities, and its ecosystem.
• Web Technologies Proficiency: Strong full-stack web technology knowledge, including Java, JavaScript, Angular.js, React, HTML, and CSS.
• UI/UX Design Principles: Solid understanding of user experience (UX) and user interface (UI) design principles, with a focus on creating intuitive and engaging interfaces.
• Agile/Scrum Methodology: Experience working within Agile development frameworks, including participation in sprints, backlog grooming, and daily stand-ups.
• Portal Development: Hands-on experience with ServiceNow portal implementation, including configuration, custom widget development, and extension of OOB widgets.
• Responsive Web Design: Ability to create dynamic and responsive web designs that adapt seamlessly across various devices and screen sizes.

Preferred Skills:

• ServiceNow Mobile App Design: Experience designing user interfaces for the ServiceNow mobile application.
• Bootstrap Framework: Familiarity and experience using the Bootstrap framework for front-end development.
• Web Services & XML: Experience working with Web Services and XML for data integration and exchange.
• SaaS Environment Experience: Experience working within a Software-as-a-Service (SaaS) development environment.
• Test Process Understanding: Excellent understanding of the Agile software testing process and lifecycle.
• Customer Service Management (CSM): Specific experience with ServiceNow CSM modules and their associated UX/UI components.

📝 Enhancement Note: The emphasis on specific ServiceNow portals and technologies like Angular.js, HTML, CSS, and Bootstrap indicates a need for strong front-end development skills within the ServiceNow context. The "Principal" title suggests the employer is looking for someone who can not only execute but also contribute to design strategy and best practices within the ServiceNow UX/UI space.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrate examples of successful ServiceNow portal implementations, showcasing user-centric design and workflow optimization for customer or employee-facing applications.
• Provide case studies that highlight specific UX/UI challenges addressed, the solutions implemented using ServiceNow technologies (e.g., custom widgets, UI policies, client scripts), and the resulting improvements in user experience and process efficiency.
• Showcase examples of dynamic and responsive web design techniques applied within the ServiceNow environment, illustrating adaptability across different devices.
• Include examples of configuring UI layouts and components, demonstrating a keen eye for detail and a commitment to enhancing user interaction within enterprise workflows.

Process Documentation:

• Evidence of experience in defining and documenting application UI and workflow requirements, ensuring clarity and alignment with user needs and business objectives.
• Examples of participation in design workshops, persona co-creation, and taxonomy definition, illustrating a collaborative and user-focused approach to process design.
• Demonstrate experience in translating technical requirements into functional ServiceNow configurations, showcasing a structured approach to development and implementation.

📝 Enhancement Note: For a "Principal Tools Consultant" role focused on UX/UI, a portfolio demonstrating practical application of ServiceNow development skills, particularly in portal design and workflow optimization, is critical. Candidates should be prepared to walk through their projects, explain their design choices, and articulate the impact of their work on user experience and operational efficiency.

💵 Compensation & Benefits

Salary Range:

• Given the "Principal" title, the locations (major US cities), and the specialized skill set (ServiceNow UX/UI, web technologies), a competitive salary range is expected. For a Principal Tools Consultant with 3-5 years of relevant experience in Chicago, IL, the estimated annual salary could range from $115,000 to $150,000 USD. This estimate is based on industry benchmarks for similar roles in major metropolitan areas, considering the demand for ServiceNow expertise and UI/UX design skills.

Benefits:

• Flexible Work: Options for flexible work arrangements to support work-life balance.
• Comprehensive Healthcare: Medical, dental, vision, mental health, and well-being programs.
• Financial Well-being: 401(k) plans and Employee Share Ownership Plan (ESOP) to support long-term financial health.
• Paid Time Off & Holidays: Generous paid time off, including holidays, for rest and rejuvenation.
• Family Support: Paid parental leave, adoption assistance, surrogacy support, and cryopreservation benefits for family planning.
• Social Well-being: Subsidized back-up child/elder care, tutoring services, and Employee Resource Groups (ERGs) to foster community and support.
• Professional Development: Mentoring, coaching, and extensive learning programs to support career growth and skill enhancement.
• Disaster Relief: Support provided during times of disaster.

Working Hours:

• The role is specified as full-time, implying a standard 40-hour work week. While the role is on-site, the mention of "Flexible work" under benefits suggests potential flexibility in daily start/end times, provided core business hours and collaboration needs are met.

📝 Enhancement Note: The salary estimate is a critical piece of information for operations professionals. The provided range reflects the seniority and specialized technical skills required for this role in high-cost-of-living areas. The benefits package is extensive and aligns with large consulting firms, offering substantial support for employees' overall well-being and professional development.

🎯 Team & Company Context

🏢 Company Culture

Industry: Information Technology and Services / Consulting. Capgemini is a global leader in providing IT services and consulting, focusing on digital transformation, cloud, AI, and data solutions. This context means the operations team likely supports complex client engagements and internal technology initiatives. Company Size: Global presence with hundreds of thousands of employees (over 340,000 mentioned), indicating a large, structured organization with diverse opportunities and established processes. Founded: Over 55 years of heritage, suggesting stability, deep industry experience, and a mature organizational structure.

Team Structure:

• The role is likely part of a larger IT Services or Digital Transformation practice within Capgemini, potentially within a dedicated ServiceNow or Customer Experience (CX) unit.
• The team structure would involve collaboration with ServiceNow Architects, other Developers, Business Analysts, Project Managers, and potentially client-side stakeholders.
• Reporting would likely be to a Practice Lead, Service Delivery Manager, or a senior IT Manager overseeing technology solutions.

Methodology:

• Capgemini emphasizes a client-centric approach, leveraging its global expertise and partner ecosystem to deliver end-to-end solutions.
• The company's focus on AI, cloud, and data suggests an environment that embraces modern technologies and data-driven decision-making.
• Agile/Scrum is explicitly mentioned as a development methodology, indicating a preference for iterative development, collaboration, and continuous improvement.

Company Website: www.capgemini.com

📝 Enhancement Note: Understanding Capgemini's position as a global consulting firm is key. Operations roles here are often client-facing or support client delivery. The emphasis on digital transformation, cloud, and data means that tools and processes are likely cutting-edge, and the ability to adapt to client-specific needs is paramount.

📈 Career & Growth Analysis

Operations Career Level: Principal Tools Consultant. This title signifies a senior individual contributor role. In a consulting environment like Capgemini, "Principal" often means having deep subject matter expertise, the ability to lead complex projects, influence technical direction, and mentor less experienced consultants. It's a step below management but carries significant technical authority and responsibility. Reporting Structure: Typically reports to a Manager or Director within the relevant service line (e.g., Digital Engineering, Cloud Services, or a specific ServiceNow practice). Collaboration will be extensive across project teams and with client IT and business stakeholders. Operations Impact: The role directly impacts client satisfaction and operational efficiency by enhancing the user experience of critical business platforms like ServiceNow. Successful UX/UI implementations can lead to increased user adoption, reduced support costs, improved productivity, and ultimately, better business outcomes for Capgemini's clients.

Growth Opportunities:

• Technical Specialization: Deepen expertise in ServiceNow UX/UI, explore advanced ServiceNow modules (e.g., ITSM, CSM, HRSD), or specialize in specific front-end technologies (React, Angular).
• Consulting Career Path: Progress to roles like Senior Principal Consultant, Solution Architect, Practice Lead, or even management positions within Capgemini's service delivery structure.
• Client Relationship Management: Develop skills in client interaction, stakeholder management, and pre-sales activities, potentially leading to client-facing advisory roles.
• Cross-Functional Exposure: Gain experience across various industries and client types, broadening understanding of diverse business challenges and operational needs.

📝 Enhancement Note: For operations professionals, this role offers a clear path to becoming a recognized expert in a high-demand technology (ServiceNow) and a critical functional area (UX/UI). The consulting environment provides accelerated learning and exposure to a wide range of business problems, fostering rapid career progression.

🌐 Work Environment

Office Type: The role is listed as on-site with 25% travel, suggesting a hybrid or primarily office-based work environment, common in consulting firms for client collaboration and team synergy. Office Location(s): Capgemini has offices in major hubs like Chicago, Atlanta, Houston, Dallas, New York, and Bridgewater, NJ. This allows for flexibility in location choice for candidates. Workspace Context:

• Expect a collaborative office environment where team members work together on client projects, share knowledge, and participate in internal training.
• Access to modern technology and tools is standard in a consulting firm, facilitating efficient design and development.
• Opportunities for interaction with diverse teams, including project managers, architects, business analysts, and other technical specialists, are plentiful.

Work Schedule: Standard full-time, 40 hours per week, with potential for flexibility in daily schedules. Client project demands may occasionally require extended hours, but the "flexible work" benefit aims to mitigate this.

📝 Enhancement Note: The on-site requirement, coupled with travel, is typical for consulting roles where client engagement and team collaboration are prioritized. The availability of multiple office locations is a significant advantage for candidates seeking to work in specific regions while still being part of a large, global organization.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or HR representative will likely conduct an initial call to assess basic qualifications, cultural fit, and understanding of the role.
• Technical Interview(s): Expect one or more interviews focused on technical skills. This may include discussions on ServiceNow architecture, JavaScript, Angular.js, HTML, CSS, responsive design principles, and Agile methodologies. Be prepared to discuss your experience with specific ServiceNow modules and portals.
• Portfolio Review/Case Study: A significant part of the process will likely involve a review of your portfolio. You may be asked to present specific projects, explain your design process, demonstrate problem-solving approaches, and articulate the business impact of your work. A hypothetical case study related to a customer workflow or portal enhancement might also be presented.
• Behavioral/Cultural Fit Interview: Assess your collaboration style, communication skills, ability to handle challenges, and how you align with Capgemini's values and culture. Questions may focus on how you work with clients and team members.
• Final Interview: Potentially with a senior leader or hiring manager to finalize the decision.

Portfolio Review Tips:

• Curate Select Projects: Choose 3-5 of your strongest, most relevant projects that showcase your ServiceNow UX/UI development skills, particularly in customer workflow contexts.
• Structure Your Case Studies: For each project, clearly outline the problem/challenge, your role and responsibilities, the technologies and methodologies used (ServiceNow, Angular.js, HTML, CSS, Agile), your design process, the solution implemented, and the quantifiable results or impact (e.g., improved user adoption, reduced task completion time).
• Highlight Key Technologies: Explicitly mention your proficiency with JavaScript, Angular.js, HTML, CSS, and any specific ServiceNow UI components or frameworks you've leveraged.
• Demonstrate Process: Show not just the final product but the journey – how you gathered requirements, designed the solution, tested it, and iterated. Explain your collaboration with stakeholders.
• Prepare for Technical Deep Dives: Be ready to discuss the technical intricacies of your projects, including code snippets if applicable, and explain design decisions.

Challenge Preparation:

• ServiceNow Fundamentals: Refresh your knowledge of ServiceNow's core architecture, Service Portal development best practices, and common UI/UX patterns.
• Web Development: Brush up on JavaScript, Angular.js, HTML5, CSS3, and responsive design principles.
• Problem-Solving: Practice breaking down complex user workflow problems and devising efficient, user-friendly solutions within the ServiceNow platform. Think about how to optimize common customer journeys.
• Agile Scenarios: Be ready to discuss your experience with Agile ceremonies and how you contribute to a high-performing Agile team.

📝 Enhancement Note: Given the role's focus, the portfolio review is paramount. Candidates should treat it as a presentation of their capabilities, demonstrating not just technical skill but also strategic thinking in user experience design and process optimization within the ServiceNow ecosystem.

🛠 Tools & Technology Stack

Primary Tools:

• ServiceNow Platform: Core development and configuration environment for Service Portal, CSM components, and mobile applications.
• JavaScript: Essential for client-side scripting, widget development, and interactive elements within ServiceNow.
• AngularJS: Key framework for building dynamic and interactive user interfaces within the ServiceNow Service Portal.
• HTML5 & CSS3: For structuring content and styling user interfaces, ensuring responsive and visually appealing designs.
• React (Potentially): While AngularJS is explicitly mentioned, React is a common alternative for modern front-end development and may be used in some ServiceNow implementations or related client systems.

Analytics & Reporting:

• ServiceNow Reporting Tools: For tracking portal usage, user engagement, and performance metrics.
• Web Analytics Tools (e.g., Google Analytics): May be used to monitor user behavior on customer-facing portals.
• Business Intelligence (BI) Tools: Potentially used for broader analysis of customer journey data if integrated with other systems.

CRM & Automation:

• Customer Relationship Management (CRM) Systems: Experience with CRM platforms (e.g., Salesforce, Microsoft Dynamics) is often relevant, as ServiceNow often integrates with them for customer data.
• Automation Tools: While not explicitly stated for this role, understanding automation concepts within ServiceNow (e.g., Flow Designer, Workflow Editor) can be beneficial for optimizing user journeys.
• Integration Tools: Familiarity with ServiceNow's integration capabilities (e.g., REST APIs, SOAP Web Services) for connecting with other enterprise systems.

📝 Enhancement Note: The core technology stack is heavily focused on ServiceNow's front-end development capabilities. Proficiency in JavaScript, AngularJS, HTML, and CSS is non-negotiable. Understanding how these integrate with the broader ServiceNow platform and potentially other enterprise systems is also valuable.

👥 Team Culture & Values

Operations Values:

• Client Focus: A strong emphasis on understanding and meeting client needs, delivering high-quality solutions that drive business value.
• Innovation & Technology Adoption: Embracing new technologies like AI and cloud to provide cutting-edge solutions.
• Collaboration & Teamwork: Working effectively within diverse teams, sharing knowledge, and supporting colleagues.
• Excellence & Quality: Commitment to delivering high-standard work, meticulous attention to detail in design and development.
• Continuous Learning: Encouraging professional development and staying updated with the latest trends in technology and consulting.

Collaboration Style:

• Cross-functional Integration: Expect to collaborate closely with architects, business analysts, project managers, and potentially client teams from various departments (IT, business operations, customer service).
• Agile Collaboration: Active participation in Agile ceremonies, open communication, and a willingness to provide and receive constructive feedback.
• Knowledge Sharing: A culture that promotes sharing best practices, technical insights, and lessons learned, potentially through internal forums, wikis, or team meetings.

📝 Enhancement Note: Capgemini's culture is generally described as global, diverse, and focused on empowering its people. For an operations technology role, expect a blend of technical rigor, client-centric service delivery, and a collaborative environment that encourages continuous learning and adaptation.

⚡ Challenges & Growth Opportunities

Challenges:

• Complex Client Requirements: Adapting to diverse client needs, technical environments, and business processes, requiring flexible problem-solving.
• Staying Current: The rapid evolution of ServiceNow and web technologies necessitates continuous learning and skill development.
• Balancing Customization and OOTB: Finding the right balance between leveraging ServiceNow's out-of-the-box features and implementing necessary customizations to meet specific client demands without creating technical debt.
• Project Demands: Managing multiple projects or tight deadlines common in a consulting environment, requiring strong time management and prioritization skills.

Learning & Development Opportunities:

• ServiceNow Certifications: Opportunities to pursue official ServiceNow certifications in areas like Certified Application Developer (CAD), Certified Implementation Specialist (CIS) for relevant modules, or UX/UI specialization.
• Advanced Technology Training: Access to training on emerging technologies, updated ServiceNow features, and advanced front-end development frameworks.
• Consulting Skills Development: Training in client management, presentation skills, proposal writing, and project management methodologies.
• Mentorship Programs: Guidance from senior consultants and architects to foster technical and career growth.

📝 Enhancement Note: This role provides a solid platform for growth within a specialized technology niche. The challenges are typical of a consulting career, offering significant learning opportunities that can accelerate professional development for operations and technology professionals.

💡 Interview Preparation

Strategy Questions:

• ServiceNow UX Strategy: "How would you approach designing a new customer portal experience on ServiceNow for a client in the [specific industry, e.g., retail] sector? What are the key considerations for user workflows and UI design?" Preparation: Think about user journey mapping, persona development, key portal features, and accessibility standards.
• Technical Problem-Solving: "Describe a complex UX/UI challenge you faced on the ServiceNow platform and how you resolved it using JavaScript, Angular.js, or custom widgets. What was the outcome?" Preparation: Have a specific, STAR-method-ready example that highlights your technical skills and problem-solving approach.
• Agile Collaboration: "How do you ensure effective collaboration with business stakeholders and other developers in an Agile Scrum environment when working on UI/UX requirements?" Preparation: Discuss your experience with Agile ceremonies, communication tools, and feedback loops.

Company & Culture Questions:

• Capgemini's Approach: "What do you know about Capgemini's approach to digital transformation and client service delivery, particularly concerning technology consulting?" Preparation: Research Capgemini's website, recent news, and their stated values.
• Team Dynamics: "Describe your ideal team environment and how you contribute to a positive and productive team dynamic." Preparation: Reflect on your preferred collaboration styles and how you support team goals.
• Measuring Success: "How do you measure the success of a UX/UI implementation within a business context, especially on a platform like ServiceNow?" Preparation: Think about metrics like user adoption rates, task completion times, customer satisfaction scores (CSAT), and reduction in support tickets.

Portfolio Presentation Strategy:

• Concise and Impactful: For each portfolio piece, aim for a 5-7 minute presentation that covers the problem, your solution, and the results.
• Focus on "Why": Explain the rationale behind your design choices and technical implementations. Why did you choose a specific approach? What user needs did it address?
• Showcase Technical Depth: Be prepared to discuss the code, configuration, and architectural decisions made.
• Quantify Impact: Whenever possible, use data to demonstrate the value of your work.
• Engage the Interviewer: Make it a conversation, not a monologue. Be ready to answer questions about your projects.

📝 Enhancement Note: Interviewers will be looking for a blend of technical expertise, problem-solving ability, and consulting aptitude. Showcase your ability to translate technical solutions into business value and demonstrate your understanding of user-centric design principles within the ServiceNow framework.

📌 Application Steps

To apply for this operations technology position:

• Submit Your Application: Apply directly through the provided Capgemini careers portal link.
• Tailor Your Resume: Highlight your ServiceNow platform experience, specific portal development projects (Service Portal, CSM, etc.), and proficiency in JavaScript, Angular.js, HTML, and CSS. Quantify your achievements with metrics where possible.
• Prepare Your Portfolio: Gather 3-5 of your most relevant ServiceNow UX/UI projects. Prepare concise summaries and be ready to present them, focusing on the problem, your solution, the technologies used, and the business impact.
• Research Capgemini: Understand their service offerings, client focus, and company culture. Familiarize yourself with their work in digital transformation and IT consulting.
• Practice Interview Questions: Prepare answers using the STAR method for behavioral questions and be ready to discuss technical concepts and your portfolio in detail.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions based on the provided information and general industry knowledge. All details, especially regarding salary, specific team dynamics, and the precise interview process, should be verified directly with the hiring organization or recruiter before making application decisions.