Business Analyst / Quality Assurance (ITSM / ITOM)

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 aligned with platform capabilities and best practices.
• Configure and customize the platform using workflows, scripts, and rules to meet client-specific requirements.
• Work with developers, architects, and process owners throughout the project lifecycle.
• Stay current with ServiceNow updates, ITSM trends, and ITIL developments.
• Contribute to an agile environment through Scrum or Kanban ceremonies and continuous delivery.

Your profile

• Minimum of 4 years of experience managing and configuring ServiceNow ITSM modules, including Incident, Problem, Change, and Request Fulfillment.
• Strong understanding of ITIL best practices and their application in ServiceNow.
• Strong analytical, process mapping, gap analysis, and continuous improvement skills.
• Ability to translate stakeholder requirements into technical specifications.
• Hands-on experience with workflows, business rules, and client scripts.
• Fluent Portuguese and English; additional languages are a plus.
• Structured, organized, and detail-oriented approach.

What you'll love about working here

Capgemini Portugal offers a flexible hybrid work environment, career acceleration and reskilling programs, an empowering culture, and benefits including health and life insurance, referral bonuses, and other partner benefits.

About Capgemini

Capgemini is a global business and technology transformation partner with 340,000 team members in more than 50 countries, delivering services across strategy, design, engineering, AI, cloud, and data.