Capgemini is seeking a Senior Developer SAM or HAM ServiceNow to lead and support the implementation, configuration, and optimization of ServiceNow ITSM modules for national and international clients.
Your role
- Lead and support the implementation, configuration, and optimization of ServiceNow ITSM modules.
- 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 workflows, scripts, and rules for client-specific requirements.
- Collaborate with developers, architects, process owners, and other stakeholders throughout the project lifecycle.
- Stay current with ServiceNow updates, ITSM trends, and ITIL evolutions.
- Participate in Scrum and Kanban ceremonies and promote continuous delivery.
Your profile
- Minimum of 5 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 application within ServiceNow.
- Strong analytical skills for assessing and optimizing ITSM processes and workflows.
- Ability to translate stakeholder requirements into technical specifications.
- Hands-on experience with workflows, business rules, and client scripts.
- Experience in process mapping, gap analysis, and continuous improvement.
- Fluency in Portuguese and English.
- Structured, organized, and detail-oriented approach.
Nice to have: ITIL 4 Practitioner – Change Enablement certification, ServiceNow ITSM certification, and familiarity with App Engine and low-code/no-code development on the Now Platform.
What you'll love about working here
Capgemini Portugal offers a flexible and dynamic work environment, hybrid work options, career acceleration programs, professional development opportunities, health and life insurance, referral bonuses, and other benefits. Capgemini Portugal is an equal opportunity employer.
About Capgemini
Capgemini is a global business and technology transformation partner with 340,000 team members in more than 50 countries.