Gerente de Suporte de Operações – ServiceNow (CMDB / Discovery) - Sênior

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Gerente de Suporte de Operações – ServiceNow (CMDB / Discovery) - Sênior in Brazil.

This is a senior leadership role focused on driving the stability, governance, and continuous improvement of large-scale ServiceNow operations, with a strong emphasis on CMDB and Discovery capabilities. You will act as a key technical and operational reference point for global stakeholders, ensuring high-quality configuration data, optimized Discovery performance, and reliable integrations across complex IT environments. The role combines strategic oversight and hands-on execution, making it critical to enterprise-wide transformation initiatives. You will collaborate with distributed teams across global operations, influencing architecture decisions and service reliability. This position is ideal for someone who thrives in data-driven environments and enjoys solving complex operational challenges at scale. Strong English communication and leadership skills are essential in this international context.

• Lead and support the strategy and execution of ServiceNow Discovery and CMDB operations, ensuring alignment with enterprise architecture and business objectives
• Act as the main point of contact for stakeholders regarding Discovery outcomes, CMDB accuracy, and operational performance across global teams
• Oversee and continuously improve Discovery schedules, integrations, plugins, upgrades, and data reconciliation processes using IRE and related frameworks
• Drive governance and quality of configuration data, including data hygiene, certification processes, and CMDB structure optimization based on CSDM principles
• Manage and enhance automated ITSM, GRC, and security-related processes, ensuring efficiency and reliability across the ServiceNow platform
• Lead cross-functional improvement initiatives and support global transformation programs with technical guidance and operational oversight
• Prepare executive-level reports, dashboards, and presentations while supporting training and capability development across teams

Requirements

This role requires strong experience in IT operations, ServiceNow platform management, and large-scale service delivery environments, with proven ability to manage complex stakeholder ecosystems. Candidates should bring a combination of technical depth and leadership capability, particularly in CMDB and Discovery governance.

• Strong experience in IT Operations, process improvement, governance, and enterprise service management environments
• Hands-on expertise with ServiceNow, especially CMDB, Discovery, and data integration frameworks such as IRE and IntegrationHub
• Solid understanding of CSDM, ITSM processes (Incident, Change, Problem), and IT asset/data management practices
• Experience with automation and platform scripting (Business Rules, UI Actions, scheduled jobs, workflows)
• Ability to manage global stakeholders and lead cross-functional operational initiatives in complex environments
• Strong analytical, communication, and presentation skills with executive-level reporting experience
• ITIL Foundation v4 certification (mandatory); ServiceNow certifications (CSA, CAD, CIS, CAS) highly desirable
• Advanced English proficiency (written and spoken) required

Benefits

• Remote-first work model with flexibility
• Opportunity to work on global-scale ServiceNow transformation programs
• Exposure to complex enterprise environments and cutting-edge ITSM practices
• Career growth in a highly specialized and strategic technical leadership role
• Participation in continuous learning and professional development initiatives
• Competitive compensation aligned with senior-level market standards
• Collaborative and international work environment