• Work closely with business stakeholders and technical teams to ensure the ServiceNow solutions meet business needs • Collaborate with business stakeholders to gather and analyze requirements • Document and translate business requirements into functional specifications • Assist in the mapping of existing processes to ServiceNow solutions • Map business processes and identify opportunities for process optimization • Ensure that ServiceNow solutions align with industry best practices and the organization's goals • Propose improvements and automation to enhance efficiency • Work closely with the development and technical teams to ensure successful solution delivery • Maintain communication with business stakeholders to ensure alignment and satisfaction • Stay updated with ServiceNow features and best practices to recommend system improvements

• Lead the design, configuration, and deployment of HRSD solutions on the ServiceNow platform • Design and implement ServiceNow HRSD solutions, including HR Case Management, Employee Service Center, HR Service Catalog, Knowledge Management • Configure and customize HR workflows and lifecycle events • Build and maintain HR catalog items, forms, and automated workflows • Develop integrations with HR systems • Implement and manage HR data security • Configure notifications, SLAs, and reporting dashboards • Troubleshoot and resolve platform and workflow issues • Collaborate with stakeholders to translate HR requirements into scalable solutions

• Lead technical architecture, system design, and ensure developers follow standards. • Design and implement flexible, scalable data models and guide data migration from legacy systems. • Architect and configure solutions in Proven Optics , SPM , and GRC modules. • Provide technical leadership, mentor developers, and conduct peer code reviews. • Oversee system upgrades, patches, and collaborate with administrators on platform improvements. • Translate business requirements into detailed technical designs. • Troubleshoot complex issues, implement bug fixes, and perform root cause analysis. • Certified professional that leads architecture consulting efforts; with a focus on sun setting of older technologies, and the strategic implications regarding current and future organization landscape. • Perform hands on advanced technical development work as required. • Provide technical leadership, and designing platform architectures for a Cloud environment. • Design/develop new software products, major enhancements. • Lead a large development team in the design of highly complex software systems. • Acts as highest-level technical expert, addressing problems of systems integration, compatibility, and multiple platforms. • Performs feasibility analysis on potential future projects. • Plan/execute application releases through Production/Pre-production. • Implement/manage a continuous integration/delivery pipeline.

Role Description The Customer Outcomes IRM Technical Consultant is the functional and technical authority in customer engagements focused on ServiceNow Integrated Risk Management. This role bridges governance, risk, and compliance process expertise with platform configuration capability to deliver implementations that achieve measurable customer outcomes. The Senior TC is expected to operate independently, lead workshops, and guide customers from current-state assessment through long-term platform adoption. What you get to do in this role: - Lead discovery and design workshops with customers to assess current GRC processes and define future-state risk and compliance workflows on the ServiceNow platform. - Configure and deliver ServiceNow IRM solutions — including Risk Management, Policy & Compliance, Audit Management, and Third-Party Risk Management (TPRM) — following ServiceNow leading practices and technical standards. - Advise customers on how to leverage IRM capabilities to strengthen governance, automate control testing, and meet regulatory requirements (SOX, ISO 27001, LGPD, GDPR). - Provide oversight and quality review of configuration work delivered by partner or customer resources. - Guide customers through required documentation — business requirement workbooks, risk frameworks, control libraries, and compliance taxonomies. - Provide feedback to ServiceNow product development based on implementation learnings and customer needs. - Maintain and develop skills and certifications aligned to IRM and GRC workflows. Key Responsibilities: - Design and deliver end-to-end IRM implementations: Risk Management, Policy & Compliance, Audit Management, TPRM. - Configure workflows, Flow Designer, business rules, and UI policies to support risk and compliance processes. - Map enterprise risk frameworks (ERM, COSO, ISO 31000) to ServiceNow data models and control structures. - Support control testing design and audit evidence workflows within the platform. - Integrate IRM with ITSM, CMDB, and third-party GRC or data sources via APIs. - Advise customers on regulatory compliance requirements relevant to Brazil and LATAM: LGPD, SOX, ISO 27001, BACEN regulations. - Deliver executive-level status updates and solution walk-throughs with C-suite and Audit/Risk stakeholders. - Develop internal knowledge base and reusable implementation assets for the LATAM delivery team. Qualifications - Experience in leveraging AI or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving — including AI-powered tools, workflow automation, or AI-driven governance insights. - 8+ years of experience in professional services, GRC consulting, or risk management roles; or equivalent education/experience. - Deep functional knowledge of enterprise risk management concepts: ERM frameworks, internal controls, policy lifecycle, audit management, third-party risk. - Hands-on ServiceNow IRM / GRC configuration experience — Risk Management, Policy & Compliance, Audit Management, or TPRM modules. - ServiceNow certifications strongly preferred: CSA (ServiceNow Certified System Administrator); CIS-IRM or CIS-GRC preferred. - Familiarity with regulatory frameworks relevant to LATAM: LGPD, SOX, ISO 27001, BACEN, GDPR. - Experience working with Big Four / consultancy-style engagements and Audit/Risk committee stakeholders. - Strong executive communication skills — ability to present risk findings and solution design to C-level audiences. - Professional-level English required; Spanish a strong differentiator for LATAM regional delivery. - Ability to travel up to 30% across Brazil and LATAM region. Key Competencies and Soft Skills - Excellent written and verbal communication and executive presence. - Ability to manage complex client relationships and influence senior stakeholders. - Strong consultative and problem-solving skills. - Creative, entrepreneurial and comfortable driving initiatives independently. - Experience working collaboratively across global teams. - Ability to travel up to fifty percent as required. Company Description It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.