Analista/Engenheiro ServiceNow com foco em CSM - Sênior

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Analista/Engenheiro ServiceNow com foco em CSM - Sênior in Brazil.

In this role, you will contribute to the design, development, and continuous improvement of solutions on the ServiceNow platform, with a strong focus on the Customer Service Management (CSM) module. You will work in a senior technical capacity, shaping scalable and efficient workflows that support end-to-end customer service processes. The environment is collaborative, working closely with architects, analysts, and cross-functional teams to translate business needs into robust technical solutions. You will play a key role in ensuring platform stability, performance, and best practices across development and deployment cycles. This position requires both deep technical expertise and a strong understanding of service operations. It is an opportunity to impact enterprise service experiences through well-designed ServiceNow solutions in a fully remote setup.

Accountabilities

In this role, you will be responsible for building, configuring, and maintaining ServiceNow solutions focused on Customer Service Management, ensuring high-quality delivery aligned with business and technical requirements. You will also contribute to platform evolution, integrations, and operational stability.

• Develop and configure solutions in ServiceNow with focus on the CSM module, including Record Producers, Service Catalogs, and workflows/flows
• Implement and maintain Business Rules, Script Includes, Client Scripts, UI Policies, and Flow Designer configurations
• Design and develop integrations using REST and SOAP APIs
• Support Configurable Workspace implementation and enhancements
• Perform troubleshooting, incident resolution, and continuous improvement of platform functionalities
• Collaborate with architects and analysts to define technical solutions and system architecture
• Ensure adherence to development best practices, governance standards, and version control processes
• Participate in testing, validation, deployment activities (Dev, QA, Production), and code reviews
• Produce and maintain technical documentation for developed solutions

Requirements

This role requires solid hands-on experience with ServiceNow development, particularly within the CSM module, along with strong scripting and integration capabilities. A senior-level profile is expected, with autonomy and problem-solving skills.

• Proven experience as a ServiceNow Developer or Engineer
• Strong hands-on experience with Customer Service Management (CSM) module
• Advanced JavaScript skills (client-side and server-side)
• Experience with REST and SOAP API integrations
• Knowledge of ServiceNow components such as Business Rules, Script Includes, Client Scripts, UI Policies, and Flow Designer
• Experience with Configurable Workspace
• Familiarity with data modeling (tables, relationships, CMDB is a plus)
• Experience with version control and development best practices
• Ability to troubleshoot complex technical issues and optimize platform performance
• Experience working in collaborative, agile environments with multiple stakeholders
• Intermediate English (desirable for communication and documentation)
• Strong communication, analytical thinking, and problem-solving skills

Benefits

• Fully remote work model
• 6-month allocation (project-based engagement)
• Exposure to complex enterprise ServiceNow environments
• Collaborative work with experienced technical and functional teams
• Opportunity to work on high-impact customer service transformation initiatives
• Professional experience with large-scale ServiceNow implementations

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether?    Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.     #LI-CL1