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.

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