• Lead the design and development of ServiceNow applications and modules to meet business needs during the contract period, ensuring high performance, security, and scalability. • Work closely with business analysts, project managers, and other stakeholders to gather and understand requirements, translating them into technical solutions on the ServiceNow platform within the defined project timeline. • Customize and configure ServiceNow modules, workflows, forms, and scripts to enhance system functionality and user experience within the contract period. • Develop and implement integrations between ServiceNow and other enterprise systems to ensure seamless data flow and process automation within the project timeframe. • Create comprehensive technical documentation for developed solutions, including design specifications, deployment guides, and user manuals, adhering to the project schedule. • Investigate and resolve complex issues related to ServiceNow configurations, integrations, and performance within the stipulated contract period. • Stay informed about the latest ServiceNow features, enhancements, and industry best practices, and incorporate them into development processes within the defined timeline.

• Triage and troubleshoot issues in client ServiceNow instances; identify root cause and recommend or implement corrective action. • Perform light development and configuration tasks: business rules, client scripts, UI policies, flows, and form design within defined scope. • Advise clients on platform behavior, configuration options, and best practices during support interactions. • Participate in client calls to gather context, clarify scope, and communicate resolution status. • Escalate issues that require senior consultant or technical lead involvement; document findings clearly before handoff. • Maintain accurate records of work completed, including update sets, development stories, and resolution notes. • Adhere to Sigital development standards and client-specific governance requirements. • Support knowledge transfer and internal documentation efforts within the Managed Services team. • Continue professional development through ServiceNow certifications and micro-certifications.

Role Description This is a remote position. - Scope / Modules: ITSM (IT Service Management) and SPM (Strategic Portfolio Management) - Work mode: Remote – EST/CST time zone (Canada / US) - English level: Advanced conversational (B2+ / C1) - Contract type: Staff Augmentation – long-term project - End client: Technology / services company based in Canada Key responsibilities - Technically lead the ServiceNow development team. - Design the solution architecture for the ITSM and SPM modules. - Review and approve team developments, ensuring best practices and platform standards. - Act as the main technical point of contact with the client for architecture, roadmap and technology decisions. - Manage instance configuration, upgrades and platform lifecycle. - Provide expertise in platform governance: team structure, naming conventions, environments (Dev / Test / Prod). Preferred certifications (non-blocking) - Certified Implementation Specialist – ITSM (CIS-ITSM) – highly desirable. - Certified Implementation Specialist – SPM (CIS-SPM). - ServiceNow Certified Technical Architect (CTA) – differentiator. Additional technical skills - Advanced command of JavaScript, GlideScript, Scripted REST APIs. - Design of integration architectures with external platforms (LDAP, SSO/SAML, ITSM tools). - Experience with Performance Analytics and Dashboards in ServiceNow. - ITIL v4 (certification desirable). Selection process - Resume review and certification verification. - Technical interview in English with the client team. - Technical assessment on the ServiceNow platform. - Final culture / fit interview with the client. Qualifications - Certification: ServiceNow Certified System Administrator (CSA) - Valid and current. - Certification: ServiceNow Certified Application Developer (CAD) - Valid and current. - Minimum 4 years of experience on ServiceNow, with at least 1–2 years in technical leadership or architecture roles. - Documented experience in multi-module architecture design and definition of development standards. - Advanced conversational English (B2+ / C1).

Role Description Estamos em busca de um(a) Arquiteto(a) de Soluções ServiceNow para atuar em projetos estratégicos, liderando a definição e implementação de arquiteturas robustas, escaláveis e alinhadas às melhores práticas da plataforma. Este(a) profissional terá papel fundamental na condução técnica das iniciativas, atuando em conjunto com áreas de negócio, stakeholders e equipes de desenvolvimento para garantir a entrega de soluções inovadoras e de alta qualidade. - Liderar o desenho e a arquitetura de soluções na plataforma ServiceNow; - Definir padrões técnicos, frameworks e boas práticas de desenvolvimento; - Atuar como referência técnica para equipes de desenvolvimento, analistas e stakeholders; - Traduzir requisitos de negócio em soluções técnicas escaláveis, seguras e sustentáveis; - Apoiar projetos de implementação, evolução e integração entre ServiceNow e sistemas corporativos; - Garantir governança da plataforma, considerando aspectos de performance, segurança, manutenção e escalabilidade; - Participar de workshops técnicos, discovery sessions, levantamento de requisitos e definição de soluções; - Avaliar impactos técnicos, riscos e oportunidades de melhoria contínua no ambiente ServiceNow; - Conduzir revisões arquiteturais e apoiar a tomada de decisões estratégicas relacionadas à plataforma. Qualifications - Inglês Intermediário; - Experiência sólida em arquitetura e implementação de soluções na plataforma ServiceNow; - Conhecimento avançado dos módulos e capacidades da plataforma; - Experiência com integrações utilizando APIs REST, SOAP e tecnologias de integração corporativa; - Conhecimento em modelagem de dados, governança e segurança da plataforma; - Vivência na definição de arquiteturas corporativas e soluções escaláveis; - Capacidade de liderança técnica e atuação consultiva junto a áreas de negócio e equipes multidisciplinares; - Excelente comunicação, visão estratégica e habilidade para conduzir discussões técnicas e funcionais. Requirements - Certificações ServiceNow (CSA, CAD, CIS ou equivalente); - Experiência em projetos globais e ambientes complexos; - Conhecimento em ITSM, ITOM, CSM, HRSD ou outros módulos ServiceNow; - Vivência com metodologias ágeis e práticas DevOps. Benefits - Remoto; Company Description Você conhece a Icon? Apaixonados por pessoas e especialistas em tecnologia. Nosso trabalho é encontrar talentos e soluções sob medida para os nossos clientes. Vem encontrar o seu projeto ideal conosco e participar da comunidade ICON!