ITSM Technical Consultant

Job Title:

ITSM Technical Consultant

Job Description

We are seeking an experienced ServiceNow ITSM Technical Consultant to design, implement, and optimize IT Service Management solutions within the ServiceNow platform. The ideal candidate will have strong experience configuring and supporting core ITSM modules, including Incident, Problem, Change, Request, Service Level Management, and Knowledge Management.

This role requires strong technical configuration expertise, process understanding aligned with ITIL practices, and the ability to collaborate with global teams in both Portuguese and English.

Key Responsibilities

· Implement and configure ServiceNow ITSM modules, including:

o Incident Management (INC)

o Problem Management (PRB)

o Change Management (CHG)

o Request Management (REQ)

o Service Level Management (SLM)

o Knowledge Management (KM)

· Configure workflows, catalog items, service catalog, and request fulfillment processes

· Develop and maintain SLAs, OLAs, and service performance metric

· Design and implement automation using Flow Designer and workflows

· Configure Knowledge Base structures, article workflows, and lifecycle management

· Customize ServiceNow through Business Rules, Client Scripts, UI Policies, Script Includes, and Flow Designer

· Integrate ServiceNow with external systems using REST/SOAP APIs

· Support incident lifecycle optimization and problem root cause analysis workflows

· Collaborate with stakeholders to gather requirements and translate them into technical solutions

· Ensure platform best practices and governance are followed

· Document configurations, technical designs, and operational procedures

Required Qualifications

· ServiceNow Certified Implementation Specialist – ITSM

· Strong experience with the following ServiceNow modules:

o Incident Management

o Problem Management

o Change Management

o Request Management

o Service Level Management

o Knowledge Management

· Hands-on experience configuring:

o Service Catalog

o Workflows / Flow Designer

o SLA definitions and tracking

o Knowledge Base lifecycle

· Proficiency in:

o JavaScript

o ServiceNow scripting framework

· Understanding of ITIL best practices

Language Requirements

· Fluent English (written and spoken)

· Fluent Portuguese (written and spoken)

Preferred Qualifications

· ServiceNow Certified System Administrator (CSA)

· ITIL Foundation certification

· Experience with:

o Virtual Agent

o Performance Analytics

o Service Portal / Employee Center

· Experience in enterprise-scale ServiceNow implementations

· Knowledge of Agile / Scrum delivery models

Soft Skills

· Strong analytical and troubleshooting abilities

· Excellent communication and stakeholder management skills

· Ability to work in global and multicultural environments

· Strong documentation and process design skills

· Ability to balance technical configuration with process optimization

Nice to Have

· Experience implementing CSDM

· Experience integrating HRSD, ITOM, or CMDB with ITSM

· Experience with automation and self-service initiatives

#WAH

Location:

BRA SAO PAULO Rua Tagipuru, 906 Barra Funda

Language Requirements:

Time Type:

Full time