Business Analyst / Quality Assurance (ITSM / ITOM)

Capgemini; Lisboa; Híbrido; EUR 50 000 - 70 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Health and Life insurance

Flexible work environment

Career Acceleration Programs

Referral bonus program

Resumo da oferta

Capgemini in Lisbon is seeking an experienced professional to lead the implementation and optimization of ServiceNow ITSM modules. You will work closely with stakeholders to enhance service delivery processes and translate business requirements into technical designs.

This role requires a minimum of 4 years of experience in managing ServiceNow ITSM, coupled with strong analytical skills. Join us for a flexible working environment, competitive compensation, and a commitment to professional growth.

Qualificações

• Minimum of 4 years experience with ServiceNow ITSM modules.
• Proficient in Incident, Problem, Change Management, and Request Fulfillment.
• Strong process mapping and analysis skills.

Responsabilidades

• Lead implementation and optimization of ServiceNow ITSM modules.
• Collaborate with stakeholders to improve service delivery processes.
• Translate business needs into technical designs.

Conhecimentos

ServiceNow ITSM configuration

ITIL best practices

Analytical skills

Business requirements translation

Workflow configuration

Fluent in Portuguese

Fluent in English

Descrição da oferta de emprego

YOUR ROLE

• Lead and support the implementation, configuration, and optimization of ServiceNow ITSM modules for national and international clients;
• Collaborate with stakeholders to analyze service delivery processes, identify improvement opportunities, and design scalable solutions;
• Translate business needs into technical designs, ensuring alignment with platform capabilities and best practices;
• Configure and customize the platform using workflows, scripts, and rules to meet client-specific requirements;
• Work closely with cross-functional teams, including developers, architects, and process owners, throughout the project lifecycle;
• Stay current with ServiceNow platform updates, ITSM trends, and ITIL evolutions, applying this knowledge to enhance solution quality;
• Contribute to a collaborative and agile working environment, participating in Scrum/Kanban ceremonies and promoting continuous delivery;
• Benefit from a dynamic and supportive environment that encourages professional growth and career development.

YOUR PROFILE

• Minimum of 4 years of experience managing and configuring ServiceNow ITSM modules, including Incident Management, Problem Management, Change Management, and Request Fulfillment;
• Deep understanding of ITIL best practices and their practical application within ServiceNow to enhance IT service delivery;
• Strong analytical skills to assess and optimize processes and workflows across ITSM domains;
• Proven ability to gather and translate business requirements from multiple stakeholders into clear and actionable technical specifications;
• Hands‑on experience configuring workflows, business rules, and client scripts to extend and tailor ITSM functionality;
• Experience in process mapping, gap analysis, and continuous improvement of IT service operations;
• Fluent in Portuguese and English (both verbal and written); additional languages are a plus;
• Structured, organized, and detail‑oriented in your approach to work.

What You’ll Love About Working Here

• At Capgemini Portugal we have a flexible and dynamic work environment. Flexibility enables a better work‑life balance and gives more flexibility to the employee to manage the working hours, as well if he works at the office or remotely, according with the company’s hybrid work policy;
• We have local programs that promote people growth, re‑skill and new skills development (Career Acceleration Programs);
• We promote an empowering environment with autonomy and peers' relationships among the top scores of our Monthly Employees’ feedback. Next to this, we also offer an attractive compensation package and benefits such as Health and Life insurance, as well as Referral program with bonuses for talent recommendations and other fringe benefits according with our partnerships in force.
• Capgemini Portugal is an equal opportunity employer. We promote equality and dignity in all aspects of recruitment and employment, as well as employment offers and promotions made according with competence and ability or performance, respectively.