Senior ServiceNow Process Consultant

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

📋 Description

• Facilitate workshops with stakeholders to gain insights into existing processes and business goals.

• Analyze end-to-end processes and pinpoint areas for enhancement.

• Design future-state processes, service journeys, and operational models.

• Develop user stories, business requirements, process flows, and necessary documentation.

• Establish KPIs and success metrics that align with business goals.

• Assist in business transformation and process optimization initiatives.

• Ensure that business requirements align with ServiceNow capabilities.

• Collaborate with architects, developers, business analysts, and project teams.

• Identify automation opportunities to boost efficiency and service delivery.

• Aid in solution validation, process adoption, and Change Management efforts.

• Support backlog refinement and prioritization activities.

• Spearhead continuous process improvement initiatives throughout the organization.

• Perform additional duties and responsibilities related to the role.

⛳️ Requirements

• Proven experience in IT Service Management and Enterprise Service Management process consulting.

• Significant experience in leading stakeholder workshops and performing business process assessments.

• Proficient in mapping end-to-end business and IT service processes.

• Strong understanding of ServiceNow ITXM capabilities and best practices.

• Experience in gathering, analyzing, and documenting business requirements.

• Skilled in defining KPIs, process metrics, and service performance indicators.

• Competent in creating user stories, business workflows, and process documentation.

• Familiarity with Agile methodologies and delivery frameworks.

• Excellent stakeholder management, facilitation, and communication skills.

• Background in digital transformation and process improvement initiatives.

• Strong analytical and problem-solving capabilities.

• Completion of a Bachelor’s degree.

• Advanced or fluent conversational English proficiency.

• Preferred qualifications include ITIL Foundation v4; Agile certification; Business Analysis certification; ServiceNow certifications; Lean Six Sigma certification; experience with ESM initiatives; experience in process automation; experience with ServiceNow implementations; experience in the Utilities or Energy sector; and knowledge of AI and automation-driven process transformation.

🏝️ Benefits

• Medical insurance for employees and their dependents, providing nationwide coverage through Bradesco or Unimed.

• Dental insurance with nationwide coverage.

• Meal or food allowance, selected by the employee.

• Childcare assistance.

• Life insurance for employees and their dependents.

• Gympass for employees and their dependents.

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

• Discounts and special rates at universities and language schools.

• Discounts on banking fee packages and special rates with Itaú and Bradesco Banks.

• Payroll-deducted loan option, with repayments directly from the employee’s salary.

• Reimbursement program for selected external certifications.

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

• Recognition through service anniversary awards.

• Referral bonus for new hires.

• Fit4life: a program promoting physical exercise, including online functional training.

• Opportunities to apply for positions abroad, subject to the employee’s skills and business needs.