Subject Matter Expert CSM ServiceNow

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, supported by a collaborative community of colleagues around the world. Join us to help leading organizations unlock the value of technology and build a more sustainable, inclusive world.

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 evolutions.
• Participate in Scrum and Kanban ceremonies and promote continuous delivery.
• Work in a dynamic environment that encourages professional growth and career development.

Your profile

• Minimum of 4 years of experience managing and configuring ServiceNow ITSM modules, including Incident, Problem, Change, and Request Fulfillment Management.
• 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 configuring workflows, business rules, and client scripts.
• Experience in process mapping, gap analysis, and continuous improvement of IT service operations.
• Fluent in Portuguese and English; additional languages are a plus.
• Structured, organized, and detail-oriented approach to work.

What you'll love about working here

Capgemini Portugal offers a flexible and dynamic work environment supporting work-life balance and a hybrid work policy. Employees can access career acceleration programs, professional development opportunities, an empowering culture, health and life insurance, referral bonuses, and other benefits.

Capgemini Portugal is an equal opportunity employer promoting equality and dignity throughout recruitment and employment.

About Capgemini

Capgemini is a global business and technology transformation partner helping organizations accelerate their digital and sustainable transitions. The group has 340,000 team members in more than 50 countries and delivers services spanning strategy, design, engineering, AI, cloud, and data.