Senior ServiceNow Process Consultant

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

📋 Description

• Facilitate discovery workshops engaging business stakeholders and IT teams.

• Evaluate existing processes and establish future-state operating models.

• Capture business requirements, user journeys, personas, business rules, and KPIs.

• Convert requirements into epics, features, user stories, and functional specifications.

• Create ITSM processes that align with ITIL best practices and organizational goals.

• Establish acceptance criteria and assist in backlog prioritization efforts.

• Identify opportunities for automation and AI to enhance operational efficiency.

• Collaborate with architects, developers, testers, and project teams throughout the delivery lifecycle.

• Assist in sprint reviews, functional testing, UAT activities, and stakeholder validation.

• Support change management, training, process adoption, and production readiness initiatives.

• Develop process documentation, operating procedures, and governance standards.

• Lead ongoing improvement initiatives for ITSM processes and workflows.

• Undertake additional duties and activities relevant to the role.

⛳️ Requirements

• Extensive expertise in ITSM process consulting and ServiceNow implementations.

• Proven experience in leading discovery workshops and capturing business requirements.

• Comprehensive knowledge of ITIL processes and best practices in IT Service Management.

• Familiarity with Incident, Problem, Change, Request, Knowledge, and Service Level Management.

• Experience in translating business requirements into user stories and functional specifications.

• Strong capabilities in stakeholder management and facilitation.

• Proven experience in transformation and process improvement initiatives within ServiceNow.

• Understanding of Agile methodologies and delivery frameworks.

• Excellent analytical and problem-solving abilities.

• Outstanding communication and documentation skills.

• A completed university degree is required.

• Advanced or fluent spoken English is necessary.

• ServiceNow Certified System Administrator (CSA) certification is preferred.

• Certified Implementation Specialist – ITSM (CIS-ITSM) certification is preferred.

• ITIL Foundation v4 or ITIL Managing Professional certification is preferred.

• Agile certification is preferred.

• Business Analysis certification is preferred.

• Experience in Process Automation and Workflow Design is preferred.

• Familiarity with AI/GenAI solutions within ServiceNow is preferred.

• Background in the Utilities or Energy sector is preferred.

🏝️ Benefits

• National medical coverage through Bradesco or Unimed for employees and their dependents.

• National dental coverage.

• Meal or food voucher, chosen by the employee.

• Childcare assistance.

• Life insurance for employees and their dependents.

• Gympass for employees and their dependents.

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

• Discounts and special rates at universities and language schools.

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

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

• Reimbursement program for selected external certifications.

• Online and in-person learning and development platform covering over 15,000 topics in soft skills, technologies, and professional domains.

• Service anniversary awards.

• Employee referral bonus.

• Fit4life — a program promoting physical exercise, featuring an online functional training schedule.

• Opportunities to apply for positions abroad, both within and outside Latin America.

• And more.