• 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.

• Collaborate with business areas to gather, analyze and document detailed requirements for ServiceNow projects; • Assess current business processes to identify improvement and automation opportunities via ServiceNow; • Partner with technical teams to design ServiceNow solutions that meet business needs and follow best practices; • Assist in configuring and customizing ServiceNow modules to meet business requirements; • Develop test plans, execute tests and validate ServiceNow functionality to ensure it meets business and technical objectives; • Provide training and support to end users, ensuring effective use of ServiceNow applications and features; • Maintain comprehensive documentation, including requirements, process flows, configuration changes and user guides; • Coordinate with project teams to ensure delivery and implementation of ServiceNow solutions within established timelines; • Identify and recommend opportunities to enhance ServiceNow capabilities and improve process efficiency;