Responsibilities
- Collaborate with business stakeholders to collect, assess, and document requirements for ServiceNow implementations
- Provide ongoing support for application upkeep, covering operational assistance, issue resolution, iterative improvements, and project-driven tasks
- Evaluate current workflows and procedures to uncover inefficiencies, gaps, and areas for optimization
- Advise on and assist in deploying industry best practices across Incident, Problem, Change, and Asset Management processes
- Ensure all technical solutions comply with ITIL standards and internal organizational guidelines
- Serve as the main point of contact between business teams and the ServiceNow development unit
Requirements
- Minimum of five years as a Business Analyst with direct experience in ServiceNow
- In-depth, comprehensive understanding of the ServiceNow platform across its full lifecycle
- Demonstrated background in ITSM and CSM modules
- Solid grasp of ITIL methodologies and service management frameworks
- Strong abilities in stakeholder engagement and clear communication
Work Arrangement
Hybrid
Language
Fluent in both Portuguese and English
Hybrid work mode
3 days remote, 2 days on site in Porto or Lisbon
Long-term engagement
Position expected to continue for an extended duration
