Consultor de Serviços Sr

Lenovo; São Paulo; Presencial; BRL 120 000 - 210 000; Tempo integral

Resumo da oferta

Lenovo Brazil is seeking a ServiceNow Engineer to oversee ITSM implementations, automation, and AI-powered enhancements. You will design workflows, administer ITSM modules, and partner with cross-functional teams to deliver scalable solutions. Fluency in English is required and Spanish helps.

The role focuses on Continuous Service Improvement, integration work, and ensuring adoption across the Service Desk. Knowledge of data governance and reporting is a plus.

Qualificações

• Bachelor's degree in Information Technology, Computer Science, Business, or a related field.
• ServiceNow Certified System Administrator (CSA) is required.
• ServiceNow Implementation Specialist certification (ITSM or related module) preferred.
• Experience with REST/SOAP API integrations and workflow automation.

Responsabilidades

• Design, configure, and implement ServiceNow solutions aligned with ITSM best practices and business requirements.
• Administer and optimize core ServiceNow ITSM modules (Incident, Problem, Change, Request, Knowledge).
• Develop workflows, business rules, scripts, and integrations to automate processes and improve efficiency.
• Partner with stakeholders to translate business needs into scalable technical solutions.
• Lead CSI initiatives through workflow optimization and platform enhancements.
• Drive adoption of ServiceNow capabilities across Service Desk and resolver teams.
• Build automated workflows using Flow Designer and Integration Hub.
• Implement AI-powered capabilities to improve self-service and ticket resolution.
• Design conversational workflows and AI for ticket categorization and knowledge recommendations.
• Strong experience configuring, developing, and administering ServiceNow; ITIL/ITSM expertise.

Conhecimentos

ServiceNow

ITSM

Workflow automation

API integrations

Stakeholder management

English proficiency

Formação académica

Bachelor's degree

CSA

ITSM certification

MBA preferred

Ferramentas

REST API

SOAP API

Flow Designer

Integration Hub

Descrição da oferta de emprego

We are Lenovo. We do what we say. We own what we do. We WOW our customers.

Lenovo is a US$83 billion revenue global technology powerhouse, ranked #153 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).

This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com , and read about the latest news via our StoryHub .

Description and Requirements

Business Area Description

The Lenovo Workplace Services serves as a Single Point of Contact (SPOC) for End User Managed Services and delivers comprehensive IT support to Customer’s end users. Integrated with our customer’s IT functions and processes, Lenovo Workplace Services performs end to end support, both locally and remotely on behalf of our customers.

Position Summary

Ensure the performance, governance, and adoption of the ServiceNow platform by delivering scalable implementations, enhancements, integrations, and automation that support ITSM processes and drive continuous service improvement.

Key Responsibilities

• Design, configure, and implement ServiceNow solutions aligned with ITSM best practices and business requirements.
• Administer and optimize core ServiceNow ITSM modules, including Incident, Problem, Change, Request, and Knowledge Management.
• Develop workflows, business rules, scripts, and integrations to automate processes and improve operational efficiency.
• Partner with stakeholders to gather requirements and translate business needs into scalable technical solutions.
• Lead Continuous Service Improvement (CSI) initiatives through workflow optimization, automation, and platform enhancements.
• Drive adoption of ServiceNow capabilities across Service Desk and resolver teams.
• Build automated workflows using Flow Designer, Integration Hub, and orchestration tools.
• Implement AI-powered capabilities, including Now Assist, Virtual Agent, and Predictive Intelligence, to improve self-service, ticket resolution, and user experience.
• Design conversational workflows and leverage AI for ticket categorization, prioritization, summarization, and knowledge recommendations.
• Strong experience configuring, developing, and administering the ServiceNow platform.
• Deep understanding of ITIL/ITSM processes and ServiceNow ITSM modules.
• Experience with ServiceNow reporting, dashboards, and Performance Analytics.
• Knowledge of data governance, platform controls, and digital workflow optimization.
• Strong analytical, communication, and stakeholder management skills.
• Ability to drive cross-functional process improvements and platform adoption.
• Fluent English required; Spanish is a plus.

Key Performance Indicators (KPIs)

• Delivery of ServiceNow enhancements within agreed timelines.
• Number and impact of automated workflows and process improvements.
• ServiceNow user adoption and customer satisfaction.
• Platform performance, stability, and service quality.

Candidate Requirements

Experience:

• 3–5 years of hands‑on ServiceNow experience in implementation, development, or administration.
• Experience supporting ITSM environments and digital workflow transformation initiatives.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, Business, or a related field (postgraduate degree or MBA preferred).
• ServiceNow Certified System Administrator (CSA).
• ServiceNow Implementation Specialist certification (ITSM or related module preferred).
• Experience with REST/SOAP API integrations and workflow automation.
• Experience supporting Customer Experience and Digital Workplace environments is preferred.

We believe in treating each other with respect and dignity. We judge all applicants and employees by their qualifications, demonstrated skills and achievements without regard to race, color, religion, gender, gender identity or expression, national origin, ethnicity, sexual orientation, sex, age, disability, veteran status, marital status or any other characteristic protected by local law. When necessary, Lenovo will provide reasonable accommodations for employees with disabilities or those with special religious requirements. All employees help to create a positive work environment by adhering to these standards.

If you require an accommodation to complete this application, please [e-mail]