Business Analyst / Quality Assurance (ITSM / ITOM)

Capgemini; Winter Haven (FL); Hybride; USD 90 000 - 120 000; Plein temps

Avantages offerts par ce poste

Health and Life insurance

Referral program with bonuses

Career Acceleration Programs

Hybrid work policy

Résumé du poste

Capgemini Portugal is seeking a Business Analyst / Quality Assurance (ITSM/ITOM) to lead ServiceNow ITSM implementations for multinational clients. You will translate business needs into technical designs and configure workflows, scripts, and rules to meet client requirements.

The role requires 4+ years of ServiceNow ITSM experience, ITIL knowledge, strong analytical skills, and fluency in English and Portuguese. A collaborative, agile mindset is essential.

Qualifications

• Minimum 4 years managing and configuring ServiceNow ITSM modules (Incident, Problem, Change, Request Fulfillment).
• Strong ITIL practices applied to service delivery.
• Ability to translate business needs into technical specs and designs.

Responsabilités

• Lead and support ServiceNow ITSM implementations for national and international clients.
• Collaborate with stakeholders to analyze processes and design scalable solutions.
• Translate business needs into technical designs and align with platform capabilities.

Connaissances

ServiceNow ITSM

ITIL

Requirements gathering

Process optimization

English

Portuguese

Outils

ServiceNow

Description du poste

Business Analyst / Quality Assurance (ITSM/ITOM)

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you'd like, where you'll be supported and inspired by a collaborative community of colleagues around the world, and where you'll be able to reimagine what's possible. Join us and help the world's leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

YOUR ROLE

In This Role, You Should Expect To

• 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, reskill 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.

About Capgemini

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fuelled by its market leading capabilities in AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of €22.5 billion.

Get the future you want | www.capgemini.com