Role Description We are seeking a skilled Business Analyst – ServiceNow to support and enhance enterprise ServiceNow implementations, with a strong focus on AIM/IAM frameworks, Information Security processes, and access management optimization. This role partners closely with engineering, DevOps, InfoSec, and business stakeholders to deliver scalable, compliant, and efficient solutions across the organization. - Act as a liaison between business stakeholders and technical teams to gather, analyze, and document requirements related to ServiceNow platforms. - Leverage ServiceNow to optimize Access & Identity Management (AIM/IAM) frameworks and streamline Information Security (InfoSec) processes. - Support initiatives across Identity Governance & Administration (IGA), Security Operations, and IT Service Management (ITSM). - Translate business needs into clear functional requirements, user stories, process flows, and acceptance criteria. - Collaborate with DevOps and cross-functional teams to ensure solutions are scalable, secure, and aligned with enterprise standards. - Participate in solution design reviews to ensure compliance with security, audit, and regulatory requirements. - Support testing, validation, and deployment activities, ensuring delivered solutions meet business expectations. - Identify opportunities for process improvement and automation within ServiceNow. - Provide ongoing support, documentation, and knowledge transfer to stakeholders and operational teams. Qualifications - 4+ Years of experience as a Business Analyst working with ServiceNow in an enterprise environment. - Strong understanding of IAM / IGA concepts, access management, and security controls. - Hands-on experience with ITSM processes (Incident, Problem, Change, Request). - Familiarity with Security Operations workflows and InfoSec best practices. - Experience working with DevOps teams and agile delivery models. - Strong analytical, documentation, and stakeholder communication skills. - Ability to manage multiple initiatives and priorities in a fast-paced environment. Requirements - Experience in financial services or highly regulated environments. - Knowledge of ServiceNow modules related to Security Operations, GRC, or IAM integrations. - Familiarity with audit, compliance, and regulatory requirements. - ServiceNow certifications (CSA, CIS, or related) are a plus. Benefits - Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth. - Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, and a relocation program. - Work From Anywhere Culture: make the most of the flexibility that comes with remote work. - Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities. - Global Impact: collaborate on impactful projects for top global clients and shape the future of industries. - Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events. - Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.

• Understand industry and ServiceNow best practices. • Understand Presidio ServiceNow products and service offerings. • Participate in the implementation of delivery projects, including: Gathering requirements from the client, Participating in design development with the Solutions Architect, Implementing requirements defined in Agile stories and tasks

• Projetar, desenvolver e implementar soluções utilizando ServiceNow Now Assist AI, incluindo Virtual Agents, Predictive Intelligence e recursos de IA Generativa; • Colaborar com stakeholders para levantar requisitos e traduzir necessidades de negócio em configurações escaláveis de IA no ServiceNow; • Desenvolver aplicações personalizadas, integrações e automações utilizando Now Assist AI, Flow Designer e outros módulos do ServiceNow; • Otimizar e ajustar modelos de IA no ServiceNow para melhorar precisão, relevância e desempenho; • Fornecer orientação técnica sobre boas práticas de IA e Machine Learning dentro do ecossistema ServiceNow; • Identificar e solucionar problemas complexos relacionados a configurações de IA, scripts e integrações; • Manter-se atualizado sobre as inovações de IA do ServiceNow e contribuir para iniciativas de melhoria contínua; • Demais rotinas da área.

• Develop, configure and maintain applications and solutions on the ServiceNow platform using JavaScript, HTML and platform best practices; • Configure and customize ServiceNow components, including Business Rules, UI Policies, Client Scripts, Data Policies, Workflows, Flow Designer and Service Catalog; • Implement and manage ITSM processes such as Incident Management, Request Management, Change Management and Problem Management; • Administer and evolve the CMDB, including configuration classes, relationships, asset discovery and data integrity; • Develop REST/SOAP integrations, APIs, custom endpoints and integrations with corporate systems and external platforms; • Create and enhance portals, workspaces, user interfaces and self-service solutions using Service Portal, UI Builder and Virtual Agent; • Implement automations, task routing, approval flows and operational process improvements; • Work on security, governance, access control and platform compliance initiatives; • Develop dashboards, reports, operational metrics, performance indicators and data certification processes; • Work with integrations and solutions involving AWS, Salesforce, Active Directory, Ansible, Tangoe and other enterprise platforms; • Produce technical documentation, execute unit and regression tests, support acceptance testing and production deployments; • Translate business requirements into technical solutions and collaborate with agile teams and stakeholders to deliver ServiceNow solutions; • Other routine responsibilities in the area.