Descrição do Perfil

As a Subject Matter Expert CSM ServiceNow, you should expect to: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 aligned with platform capabilities and best practices.Configure and customize the platform using workflows, scripts, and rules to meet client requirements.Work with cross-functional teams, including developers, architects, and process owners, throughout the project lifecycle.Stay current with ServiceNow updates, ITSM trends, and ITIL practices to improve solution quality.Contribute to an agile environment, participating in Scrum or Kanban ceremonies and supporting continuous delivery.Benefit from a dynamic environment that promotes professional growth.YOUR PROFILEMinimum of 4 years of experience managing and configuring ServiceNow ITSM modules, including Incident, Problem, Change Management, and Request Fulfillment.Strong understanding of ITIL practices and their application within ServiceNow.Solid analytical skills to optimize processes and workflows across ITSM domains.Ability to gather and translate business requirements into technical specifications.Hands-on experience configuring workflows, business rules, and client scripts.Experience in process mapping, gap analysis, and continuous improvement of IT operations.Fluent in Portuguese and English, both verbal and written; other languages are a plus.Structured, organized, and detail-oriented approach to work.