ServiceNow Consultant

Lenovo; São Paulo; Presencial; BRL 120 000 - 190 000; Tempo integral

Resumo da oferta

Lenovo in Brazil seeks a ServiceNow Specialist to design, implement, and optimize ITSM solutions across Incident, Problem, Change, and Knowledge Management.

You will build workflows with Flow Designer, integrate via REST/SOAP, and leverage AI features like Now Assist and Virtual Agent to improve self-service and ticket resolution. Strong ITIL/ITSM experience and English proficiency required.

Qualificações

• Hands-on ServiceNow experience in ITSM implementation, development, or admin.
• Strong knowledge of ITIL/ITSM processes and related modules.
• Experience with REST/SOAP API integrations and workflow automation.
• Ability to gather requirements and translate into scalable solutions.

Responsabilidades

• Design, configure, and implement ServiceNow solutions aligned with ITSM best practices.
• Administer and optimize core ServiceNow ITSM modules (Incident, Problem, Change, Request, Knowledge).
• Develop workflows, business rules, scripts, and integrations to automate processes.
• Collaborate with stakeholders to translate business needs into 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 use AI for ticket categorization and knowledge.
• Maintain deep expertise in ServiceNow platform configuration and administration.
• Apply ITIL/ITSM knowledge to optimize processes and reporting.
• Utilize reporting, dashboards, and performance analytics to monitor success.

Conhecimentos

ServiceNow

ITIL/ITSM

Workflow automation

REST/SOAP APIs

Stakeholder management

English fluency

Formação académica

Bachelor's degree in IT or related field

CSA (ServiceNow CSA)

Implementation Specialist certification (ITSM)

Ferramentas

Flow Designer

Integration Hub

Performance Analytics

Now AI features (Now Assist)

Descrição da oferta de emprego

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.