ServiceNow ITSM Analyst & QA | ITIL Expert

Capgemini; Winter Haven (FL); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health and Life insurance

Referral program with bonuses

Career Acceleration Programs

Hybrid work policy

Job summary

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.

Responsibilities

• 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.

Skills

ServiceNow ITSM

ITIL

Requirements gathering

Process optimization

English

Portuguese

Tools

ServiceNow

Job description

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.