Platform Enablement Lead Active ServiceNow

Doxa Advisers; Brasil; Hybrid; BRL 180,000 - 240,000; Full time

Benefits offered by this job

Fully remote (Brazil-based)

6-month contract

Job summary

Doxa Advisers seeks a Platform Enablement Lead – ServiceNow to drive platform adoption, business readiness, and sustained utilization for global Delivery teams. The role bridges Delivery, platform, product, and technology stakeholders to ensure alignment with business objectives and standardized practices.

Responsibilities include assessing operational impact, developing adoption plans, coordinating communications, and guiding user experience without direct admin or architecture duties.

Qualifications

• Bachelor’s degree in IT/CS or equivalent professional experience.
• 5+ years in IT service management, delivery operations, or platform enablement.
• Experience leading platform adoption and stakeholder engagement.
• Ability to translate technical concepts into business value.

Responsibilities

• Drive platform adoption and business readiness for ServiceNow across global Delivery teams.
• Serve as liaison between Delivery teams and platform teams to translate capabilities into business value.
• Assess operational impact of changes and define readiness requirements.
• Develop adoption plans, readiness activities, and reinforcement strategies.
• Coordinate readiness reviews and ensure capabilities are operationally practical.

Skills

Platform Enablement

ServiceNow

Stakeholder Engagement

Change Management

Adoption Metrics

ITSM

Global Delivery

Portuguese (C2)

English (C2)

Education

Bachelor’s degree in IT/CS

Tools

ServiceNow

ITSM

Job description

Job Description: Platform Enablement Lead – ServiceNow

Job Code: #1466535208

Position Type: Contractor – Full-Time

Expected Duration: 6 months

Position Summary

Doxa Advisers is seeking an experienced Platform Enablement Lead – ServiceNow to drive platform adoption, business readiness, and sustained utilization of ServiceNow capabilities across global Delivery organizations.

This role bridges Delivery teams and platform, product, process, and technology stakeholders to ensure ServiceNow capabilities align with business objectives, operational requirements, and standardized ways of working. The ideal candidate combines ServiceNow knowledge with expertise in platform enablement, stakeholder engagement, organizational change, and operational transformation.

The Platform Enablement Lead will assess the operational impact of platform changes, develop adoption and readiness plans, coordinate communication and reinforcement activities, monitor usage and adoption metrics, and address barriers to successful implementation. The role also provides guidance on platform workflows, integrations, user experience, and operational impacts without requiring direct responsibility for platform administration or solution architecture.

The position supports global Delivery teams and serves as the primary enablement lead for the Brazil Global Capability Center (GCC), ensuring regional requirements are addressed while maintaining alignment with global standards and practices. The consultant must be comfortable communicating with stakeholders from different countries and cultural backgrounds.

Key Responsibilities

Platform Adoption and Business Readiness

• Drive platform adoption and business readiness initiatives to support the successful implementation and sustained use of ServiceNow capabilities across Delivery organizations.
• Serve as the primary liaison between Delivery teams and platform teams, translating technical capabilities into business value, operational benefits, and practical outcomes.
• Assess the operational impact of platform and process changes, identifying stakeholder, communication, enablement, and readiness requirements for affected teams.
• Develop and coordinate platform adoption plans, readiness activities, launch support, and reinforcement strategies to promote successful deployment and long‑term utilization.
• Coordinate business validation and readiness reviews to confirm that new or updated capabilities are understood, operationally practical, and ready for use.
• Promote consistent use of approved processes and ServiceNow capabilities across global Delivery teams.
• Support continuous improvement initiatives that strengthen platform adoption, operational effectiveness, and user experience.

Stakeholder Engagement and Change Management

• Partner with Delivery leadership, Product Owners, Process Leads, business stakeholders, and technology teams to align platform capabilities with business objectives and operational needs.
• Support organizational change activities through stakeholder engagement, awareness campaigns, communications, workshops, and readiness reviews.
• Identify barriers to platform adoption and coordinate remediation activities with business, product, process, and technology stakeholders.
• Collect, organize, and manage operational feedback related to platform capabilities, user experience, and adoption challenges, ensuring appropriate follow-up by responsible teams.
• Facilitate stakeholder discussions, feedback sessions, and workshops to improve understanding, encourage adoption, and resolve operational concerns.
• Build trusted advisor relationships with business partners through credibility, reliability, empathy, and a strong focus on stakeholder needs.
• Advocate for the team and reinforce a culture of accountability through clear, effective communication.

Adoption Measurement and Continuous Improvement

• Establish and monitor adoption, readiness, usage, and business value measures to identify improvement opportunities and demonstrate results.
• Analyze adoption data and operational feedback to identify recurring issues, improvement opportunities, and barriers to effective platform utilization.li>
• Organize feedback, identify common themes, clarify ownership, and coordinate timely follow-up with the appropriate teams.
• Provide guidance and subject matter expertise on ServiceNow capabilities, workflows, integrations, user experience, and operational impacts.
• Support the Brazil GCC as the primary regional enablement contact while ensuring alignment with global Delivery standards and platform practices.
• Manage multiple priorities effectively in a global environment and maintain high quality standards across all activities.
• Demonstrate strong leadership, initiative, and a commitment to excellence in all work performed.
• Perform additional job‑related duties and responsibilities as assigned.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business, or a related field, or equivalent relevant professional experience.
• At least 5 years of experience in IT service management, Delivery operations, managed services, platform enablement, or a related field.
• Experience leading or supporting platform adoption, business readiness, organizational change, or operational transformation initiatives.
• Experience assessing the operational impact of platform or process changes and translating findings into practical readiness and adoption activities.
• Experience collaborating with Delivery leadership, Product Owners, Process Leads, technical teams, and business stakeholders.
• Experience developing adoption plans, stakeholder communications, readiness reviews, workshops, and reinforcement activities.
• Experience defining or monitoring adoption, readiness, usage, or business value metrics.
• Experience gathering user feedback, identifying adoption barriers, and coordinating actions across responsible teams.
• Strong knowledge of ServiceNow capabilities and IT service management practices.
• Ability to understand platform workflows, integrations, and operational impacts without requiring direct responsibility for platform administration or solution architecture.
• Ability to translate technical concepts into clear business value, operational outcomes, and practical ways of working.
• Strong knowledge of platform adoption, business readiness, stakeholder engagement, and organizational change practices.
• Excellent stakeholder management and relationship‑building skills across business, product, process, and technology teams.
• Strong written and verbal communication skills, including the ability to explain complex topics in clear, practical language.
• Strong facilitation skills for readiness reviews, workshops, feedback sessions, and stakeholder discussions.
• Strong analytical and problem‑solving skills, with the ability to identify adoption barriers and coordinate practical solutions.
• Ability to manage multiple priorities and work effectively with global, culturally diverse teams.
• Portuguese proficiency at C2 level (fluent) is required.
• English proficiency at C2 level (fluent) is required. The consultant must communicate effectively with stakeholders from multiple countries and cultural backgrounds.

Preferred Qualifications

• At least 3 years of hands‑on experience working with ServiceNow.
• ITIL Foundation certification or higher.
• ServiceNow certification in ITSM, CSM, CSA, or a comparable area.
• Experience in a managed services or enterprise service delivery environment.
• Experience supporting global platform adoption programs or working with geographically distributed teams.li>
• Fully remote position based in Brazil.
• Full‑time allocation of 40 hours per week for an expected duration of 6 months.
• Requires flexibility to support activities outside normal business hours when needed.
• The role involves collaboration with global Delivery teams and stakeholders across different countries and cultural backgrounds.
• The consultant must be comfortable facilitating discussions, coordinating cross‑functional initiatives, and driving adoption in a virtual environment.

About the Company

Doxa Advisers is a global consulting organization specializing in enterprise solutions and digital transformation. We provide mission‑critical support and project delivery across ERP, HCM, and cloud platforms. Our operations emphasize agility, excellence, and customer success.