Senior ServiceNow Process Consultant

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

📋 Description

• Facilitate workshops on CSDM and Service Modeling with both business and IT stakeholders.

• Evaluate existing CMDB structures, service models, ownership definitions, relationships, and challenges regarding data quality.

• Establish the target CSDM architecture, governance standards, and roadmaps for adoption.

• Create data ownership frameworks, lifecycle management standards, Service Mapping guidelines, and governance processes.

• Convert business requirements into ServiceNow data models, user stories, and implementation specifications.

• Develop reconciliation strategies, governance controls, dashboards, and metrics for data quality.

• Work in collaboration with Discovery, Service Mapping, Integration, Architecture, and ITSM teams.

• Assist in the initiatives for CMDB and CSDM adoption throughout the organization.

• Validate service models and CMDB data in conjunction with business stakeholders and technical teams.

• Create operating procedures, governance documents, and best practice guidelines.

• Promote ongoing enhancements in CMDB data quality and service visibility.

• Perform additional tasks pertinent to the role.

⛳️ Requirements

• Significant experience with ServiceNow, CMDB, CSDM, or in IT Operations consulting.

• Proven expertise in CMDB governance, Service Modeling, and the Common Service Data Model (CSDM).

• Experience leading workshops with business stakeholders and technical teams.

• Comprehensive understanding of ServiceNow CMDB architecture and its data models.

• Proven track record in defining data governance frameworks and ownership models.

• Experience in translating business needs into ServiceNow data and service models.

• Familiarity with ITSM processes and their relationship with CMDB and CSDM.

• Experience working in Agile environments.

• Excellent analytical, communication, and stakeholder management skills.

• Ability to collaborate effectively with architecture, operations, and engineering teams.

• A completed university degree.

• Advanced or fluent conversational English; an interview will be conducted in English.

🏝️ Benefits

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

• National dental insurance.

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

• Daycare assistance.

• Life insurance for employees and their dependents.

• Gympass access for employees and their dependents.

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

• Discounts and special rates at various universities (including Mackenzie, SENAC, FIA, FIAP, and BBS Business School) and language schools (CNA, Cultura Inglesa, Wizard, CCAA, and Indeed).

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

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

• Reimbursement program for specific external certifications.

• Access to an online and in-person training and development platform covering more than 15,000 topics, including soft skills and technologies.

• Recognition awards for long service.

• Employee referral bonuses for successful new hires.

• Fit4life program promoting physical fitness, including online functional training.

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