ServiceNow Consultant, ITOM – Senior/Specialist

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

📋 Description

• Develop and sustain a scalable Configuration Management Database (CMDB) in accordance with the Common Service Data Model (CSDM);

• Establish governance policies and structures for Configuration Items (CIs);

• Execute data governance practices to ensure data integrity, quality, and compliance;

• Formulate strategic roadmaps for the evolution of the CMDB;

• Configure and oversee ServiceNow Discovery for automated asset identification;

• Manage deployments and configurations of MID Servers;

• Create custom discovery patterns using the Network Discovery Language (NDL);

• Integrate ServiceNow with cloud platforms using APIs;

• Administer and configure IT Operations Management (ITOM) applications such as Event Management, Orchestration, and Service Mapping;

• Implement monitoring policies and automated remediation workflows;

• Develop event correlation rules and alert suppression policies;

• Create and maintain operational dashboards and reports for ITOM;

• Manage rules for the Identification and Reconciliation Engine (IRE);

• Oversee integrations with authoritative data sources;

• Conduct audits for data quality and execute CMDB remediation tasks;

• Monitor health indicators of the CMDB and coverage of discovery;

• Apply data validation and transformation procedures;

• Carry out end-to-end Service Mapping projects for applications and services;

• Configure information collection for Business Services;

• Validate the accuracy of mappings and rectify inconsistencies;

• Produce technical documentation related to mapped services;

• Conduct root cause analysis for complex infrastructure issues;

• Support initiatives for performance optimization and capacity planning;

• Coordinate activities among multidisciplinary teams;

• Provide training and assist with change management initiatives;

• Prepare process documentation and disseminate technical knowledge;

• Implement governance frameworks within ITOM environments;

• Ensure adherence to security requirements and corporate regulations;

• Apply data governance policies and best practices for the platform;

• Perform other routine duties within the area.

⛳️ Requirements

• Extensive experience with the ServiceNow platform;

• Familiarity with ServiceNow ITOM modules;

• Advanced understanding of Discovery, Service Mapping, and Event Management;

• Experience in administering and developing ITOM applications;

• Knowledge of Data Certification processes;

• Familiarity with vulnerability management and security scanning tools;

• Experience in developing and utilizing REST and SOAP APIs;

• Proficiency in JavaScript for platform customizations;

• Understanding of Jelly and AngularJS;

• Experience with Flow Designer, Orchestration, and IntegrationHub;

• Knowledge of CMDB and CSDM principles;

• Experience with the Identification and Reconciliation Engine (IRE);

• Familiarity with IT infrastructure, network components, and network protocols;

• Experience with operating systems such as Windows, Linux, and Unix;

• Familiarity with cloud platforms including AWS, Azure, or GCP;

• Understanding of virtualization with VMware and Hyper-V;

• Knowledge of ITSM processes and the ITIL framework;

• Experience in technical documentation and knowledge sharing;

• Required: Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field;

• Preferred: ServiceNow CMDB certification;

• ServiceNow CSDM certification;

• ServiceNow Certified System Administrator (CSA);

• ServiceNow Certified Application Developer (CAD);

• ServiceNow Certified Implementation Specialist (CIS);

• Advanced experience in enterprise data governance;

• Experience with event automation and automated remediation;

• Experience in complex CMDB and ITOM transformation projects;

• Track record of defining strategies and roadmaps for the evolution of the ServiceNow platform.

🏝️ Benefits

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

• Nationwide dental coverage;

• Meal Allowance or Food Voucher (employee's choice);

• Childcare assistance;

• Life insurance coverage for employees and their dependents;

• Gympass available for employees and dependents;

• Employee Assistance Program (EAP) offering: Financial Assistance, Legal Assistance, Social Assistance, Psychological Assistance (24/7);

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

• Discounts on fee packages and preferential banking rates with Itaú and Bradesco;

• Option for payroll-deductible loans (repayment directly deducted from salary);

• Reimbursement program for certain external certifications;

• Training: The company offers training and development platforms both online and in-person across soft skills, technologies, and domains covering over 15,000 topics;

• Long-service awards: the company acknowledges employees for their commitment and loyalty at 3, 5, and 10 years, and every 5 years thereafter;

• Employee referral bonus for successful hires;

• Fit4Life — a program promoting physical exercise for employees with scheduled online functional training sessions;

• Opportunities for international experience: depending on your skills and business needs, you may qualify for positions abroad (within and outside Latin America);

• And more.