ServiceNow Manager

Qualifications

• 6+ years of experience in roles related to ServiceNow within enterprise environments.

• Expert-level proficiency in ServiceNow, acting as a technical reference and subject matter expert.

• Strong and advanced knowledge of IT Service Management (ITSM) frameworks and best practices (e.g., ITIL).

• Proven experience managing multiple projects simultaneously.

• Demonstrated ability to lead and technically mentor teams, including developers, consultants, and analysts.

• Hands-on experience leading migration projects, including platform upgrades, version changes, and service location transitions.

• Experience designing and building new infrastructure environments aligned with evolving business needs.

• Experience collaborating with technical and non-technical stakeholders to support decision-making.

• Fluency in Portuguese and technical English is mandatory.

Responsibilities

• Act as a ServiceNow Subject Matter Expert, providing technical and functional leadership across projects.

• Manage and coordinate multiple ServiceNow projects in parallel, ensuring delivery on time, within scope, and on budget.

• Lead the execution of migration initiatives, including infrastructure upgrades, platform version updates, and service location changes.

• Provide technical guidance and mentorship to internal teams, promoting best practices and continuous improvement.

• Ensure the correct implementation and optimization of ITSM processes in alignment with enterprise standards.

• Collaborate closely with business stakeholders, technical teams, and external partners.

• Actively contribute to new business opportunities, supporting pre-sales activities, solution design, and project scoping.

• Ensure the technical quality of delivered solutions and compliance with defined requirements and standards.

Nice to Have

• Advanced proficiency in ServiceNow Human Resource Service Delivery (HRSD).

• Intermediate knowledge of IT Infrastructure Operations.

• ServiceNow certifications (CSA, CIS, ITSM, HRSD, or related).

• Experience in consulting environments or managed services.

Lisbon

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