Senior ServiceNow CSM Consultant

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Facilitate discovery workshops, gather requirements, and conduct alignment sessions with clients and stakeholders.

• Assess existing processes and outline future-state customer service and service delivery frameworks.

• Propose industry-leading best practices and solutions that align with the capabilities of the ServiceNow platform.

• Convert business requirements into scalable solutions.

• Design and validate comprehensive Customer Service Management (CSM) solutions.

• Establish case management processes and recommend enhancements to improve the customer journey.

• Assist in Knowledge Management initiatives and self-service strategies.

• Discover opportunities for workflow automation and process optimization.

• Engage in enhancing customer interactions across both digital and assisted channels, supporting omnichannel strategies.

• Counsel clients on Customer Workflows while identifying opportunities to broaden the platform's usage.

• Participate in discussions regarding the roadmap and evolution of customer service operations.

• Collaborate with business stakeholders, Product Owners, architects, and technical teams.

• Lead solution workshops and demonstrations for leadership and business decision-makers.

• Perform additional duties and responsibilities associated with the role.

⛳️ Requirements

• Strong experience with ServiceNow.

• Proven experience in Customer Service Management (CSM).

• Experience in facilitating workshops and discovery sessions.

• Background in designing enterprise-scale customer service solutions.

• Experience in agile delivery environments.

• Familiarity with Service Catalog, Knowledge Management, and Case Management.

• Experience with Flow Designer and Workspace configuration.

• Understanding of Service Portal and Employee Center concepts.

• Knowledge of customer journey mapping, process design, and requirements gathering.

• Certified System Administrator (CSA) certification is mandatory.

• Certified Implementation Specialist – Customer Service Management (CIS-CSM) certification is required.

• A Bachelor's degree or equivalent is necessary.

• Proficient conversational English skills.

🏝️ Benefits

• Comprehensive medical insurance for employees and their dependents through Bradesco or Unimed.

• Nationwide dental insurance.

• Meal voucher or food allowance, based on the employee’s preference.

• Childcare support.

• Life insurance coverage for employees and dependents.

• Gympass access for employees and dependents.

• Employee Assistance Program (EAP): financial, legal, social, and psychological support available 24/7.

• Discounts and special rates at universities and language institutions.

• Reduced banking fee packages and special rates with Itaú and Bradesco banks.

• Option for payroll-deducted personal loans.

• Reimbursement program for selected external certifications.

• Access to an online and in-person training and development platform offering over 15,000 topics in soft skills, technologies, and business domains.

• Long-service recognition awards.

• Employee referral bonuses.

• TCS Fit4life program, featuring online functional training.

• Opportunities to apply for international positions based on skills and business needs.