Senior Business Analyst ITSM

Senior Business Analyst ITSM / App Engine ServiceNow

Join to apply for the Senior Business Analyst ITSM / App Engine ServiceNow role at Capgemini.

YOUR ROLE

- Lead and support the implementation, configuration, and optimization of ServiceNow ITSM modules for national and international clients.

- Collaborate with stakeholders to analyze service delivery processes, identify improvement opportunities, and design scalable solutions.

- Translate business needs into technical designs, ensuring alignment with platform capabilities and best practices.

- Configure and customize the platform using workflows, scripts, and rules to meet client‑specific requirements.

- Work closely with cross‑functional teams, including developers, architects, and process owners, throughout the project lifecycle.

- Stay current with ServiceNow platform updates, ITSM trends, and ITIL evolutions, applying this knowledge to enhance solution quality.

- Contribute to a collaborative and agile working environment, participating in Scrum/Kanban ceremonies and promoting continuous delivery.

- Benefit from a dynamic and supportive environment that encourages professional growth and career development.

YOUR PROFILE

- Minimum of 4 years of experience managing and configuring ServiceNow ITSM modules, including Incident Management, Problem Management, Change Management, and Request Fulfillment.

- Deep understanding of ITIL best practices and their practical application within ServiceNow to enhance IT service delivery.

- Strong analytical skills to assess and optimize processes and workflows across ITSM domains.

- Proven ability to gather and translate business requirements from multiple stakeholders into clear and actionable technical specifications.

- Hands‑on experience configuring workflows, business rules, and client scripts to extend and tailor ITSM functionality.

- Experience in process mapping, gap analysis, and continuous improvement of IT service operations.

- Fluent in Portuguese and English (both verbal and written); additional languages are a plus.

- Structured, organized, and detail‑oriented in your approach to work.

Nice to Have

- ITIL 4 Practitioner – Change Enablement certification.

- ServiceNow ITSM certification.

- Familiarity with App Engine implementation approaches and low‑code/no‑code development within the Now Platform.

What You’ll Love About Working Here

- Flexible and dynamic work environment with a hybrid policy that supports work‑life balance.

- Local programs for personal growth, reskilling, and new skill development (Career Acceleration Programs).

- Empowering environment with autonomy and peer relationships, top scores in monthly employee feedback.

- Attractive compensation package and benefits such as Health and Life insurance, Referral program with bonuses for talent recommendations, and other fringe benefits.

About Capgemini

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong 55‑year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end‑to‑end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market‑leading capabilities in AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of €22.5 billion.

Capgemini Portugal is an equal opportunity employer. We promote equality and dignity in all aspects of recruitment and employment, as well as employment offers and promotions made according with competence and ability or performance, respectively.

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