• Desenvolver e configurar o ServiceNow adotando uma abordagem OOTB (Out-of-the-box) first; • Melhorar e manter a estrutura da CMDB, incluindo relacionamentos e qualidade dos dados; • Apoiar o alinhamento ao CSDM (Common Service Data Model) entre modelos de serviço e portfólios; • Construir e evoluir aplicações customizadas, fluxos (flows), políticas de UI e automações; • Desenvolver e sustentar integrações utilizando IntegrationHub, REST e MID Server; • Habilitar e suportar funcionalidades de IA, seguindo padrões de governança e segurança • Realizar troubleshooting, análise de causa raiz e redução de débito técnico; • Executar atividades de QA (testes unitários, funcionais e de regressão) e manter evidências de testes; • Produzir e manter documentação técnica clara e atualizada; • Apoiar upgrades da plataforma, garantindo soluções compatíveis com atualizações (upgrade-safe); • Demais rotinas da área.

• Proactively source ServiceNow professionals across modules including ITSM, ITOM, HRSD, CSM, SecOps, and custom applications • Build pipelines for: ServiceNow Developers, Solution / Platform Architects, Business Solution Consultants, Project Managers • Develop targeted sourcing strategies using LinkedIn Recruiter, clearance job boards, ServiceNow community networks, referrals, and advanced Boolean search techniques • Conduct initial phone screenings to evaluate: ServiceNow certifications and implementation lifecycle experience, Consulting and client-facing background • Document screening notes and provide structured candidate summaries • Assess alignment with project requirements and consulting delivery expectations

• Be a functional subject matter expert on the delivery of the ServiceNow platform and applications implementation consulting engagements. • Be a lead member of the overall implementation project team, collaborating with Engagement Manager and Technical Lead to ensure engagement success. • Drive process definition, improvement, reengineering, and gap analysis of current vs. future processes. • Identify solutions from a people, process and technology perspective during workshops with key client sponsors and stakeholders, generating the required outputs, outputs, including user stories, to the level required for configuration, development and testing stages of the engagement. • Provide guidance and deliver successful implementation of the to-be processes in partnership with other members of the project team, including industry partners working as part of the same project team. • Identify areas of business process improvement (efficiency, effectiveness, and experience) and recommended solutions that detail requirements, ensuring the proposed solutions meet needs expectations, balancing requirements and process best practice. • Identify, manage and communicate client business process and requirements, ensuring that proposed solutions meet needs expectations balancing client needs and process best practices. • Lead clients in their efforts to take advantage of the ServiceNow functional capabilities and in their efforts to improve their associated processes. • Serve as a liaison between client and technical implementation team. • Create and update required documentation such as workshop agendas, stories, test cases, process guides and flow diagrams. • Ensure process-related deliverables to clients are complete, consistent, high quality, and timely, and deliver valued outcomes. • Promote continuous process improvement practices through process metrics/KPIs, dashboards and role accountabilities. • Collaborate and contribute to the creation, deployment and maintenance of process best practices and standards. • Drive the continuous improvements of our implementation methodology and service offerings based on client experiences.

• Consult on the ServiceNow platform strategy, ensuring scalable, secure, and maintainable solutions for high priority initiatives • Lead development of complex, platform-wide initiatives, driving execution from design through implementation • Serve as the top-tier technical escalation point, resolving complex issues across the platform and integrated systems • Encourage and help implement the use of development standards, architecture principles, and best practices to ensure high-quality, consistent solutions • Design and oversee integrations with enterprise systems (e.g., identity, HR, and access platforms), while considering reliability, scalability, and performance • Partner with cross-functional stakeholders to translate business needs into technical solutions • Mentor and guide engineers, facilitating code and architecture reviews to elevate team capability • Drive platform innovation and continuous improvement, including automation, AI capabilities, and enhanced user experience