Key Responsibilities

· Lead functional and technical workshops with stakeholders to gather and translate business requirements into system solutions.

· Design and implement Customer Service Management (CSM) solutions within ServiceNow.

· Configure workflows, service portals, forms, and case management processes.

· Develop custom solutions using JavaScript (server-side & client-side) within ServiceNow.

· Create and manage Business Rules, UI Policies, Client Scripts, and integrations.

· Integrate ServiceNow CSM with external systems (CRM, ERP, ITSM modules) via REST/SOAP APIs.

· Support User Acceptance Testing (UAT), troubleshooting, and go-live activities.

· Provide documentation including functional specs, technical design, and user guides.

· Act as a technical-functional lead, ensuring best practices and scalable solutions.

🔹 Requirements

· +4 years of experience in ServiceNow implementation (CSM preferred).

· Strong experience as a Business Process Consultant (BPC) or similar role.

· Portuguese Certified (mandatory) – fluent for Brazil-based stakeholders.

· Advanced English (mandatory) – international communication.

· Strong knowledge of ServiceNow CSM module.

· Hands-on experience with:

• JavaScript

• ServiceNow scripting (Business Rules, Client Scripts, UI Policies)

• REST/SOAP integrations

• Experience in customer service processes & workflow design.

• Knowledge of Agile methodologies (Scrum / SAFe).

• Strong communication, leadership, and stakeholder management skills.

Nice to have:

• ServiceNow Certification: CIS-CSM (Certified Implementation Specialist – CSM)

20–30 hrs/week | Brazil (SP) Timezone • Duration: 4+ months (extension possible)

Salary: 5000-5500 USD (Monthly)