ServiceNow Analyst – CSM, SPM

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

📋 Description

• Serve as the primary technical point of contact for tier 1 and 2 CSM and SPM for end users (Platform, Workspaces, and Portal).

• Collaborate with key IT and business stakeholders to gather business and user requirements.

• Comprehend and discuss functional/business requirements while customizing ServiceNow as needed.

• Configure and tailor CSM and SPM in accordance with project decisions and approved changes.

• Interpret technical complexities for platform and product-line owners, as well as architects, ensuring clarity in design decisions.

• Set up the Agent and Now Mobile applications.

• Partner with CSM and SPM users and the ServiceNow Team to finalize platform upgrade projects.

• Oversee the creation and migration of Update Sets, adhering to the Landis+Gyr IT Change Management policy.

• Collaborate with implementation partners.

⛳️ Requirements

• Extensive experience with ServiceNow CSM (Customer Service Management) – including implementation, configuration, and support.

• Significant experience with ServiceNow SPM (Strategic Portfolio Management) – including implementation, configuration, and support.

• Advanced/expert-level proficiency in both CSM and SPM modules.

• At least 4 years of experience working with ServiceNow, particularly in: Implementation, Configuration/customization, and Support (incidents and change requests).

• Demonstrated experience in corporate environments, effectively interacting with both business and IT stakeholders.

• Proficient in English (Mandatory).

🏝️ Benefits

• N/A