Descrição da Vaga

SERVICENOW SPECIALIST – ITSM & SERVICE DESK (HYBRID / REMOTE BRAZIL)

Brazilian company hires for hybrid or remote position

📍 Location: Brazil (any location)

⚠️ Only candidates already based in Brazil will be considered

💼 Work Model: Hybrid for candidates living in state capitals and Remote for candidates living in countryside/cities outside the state capitals

🗣️ Language Requirements: Fluent English – Mandatory (there will be direct contact with an international client), Native portuguese

🕓 Seniority: Senior (6+ years)

💰 Compensation: Please inform your salary expectations when applying.

⚠️ Instructions: Please send your CV in English and make sure to include all skills and experience that match the requirements of the opportunity. This will significantly increase your chances of success.

Drive Operational Excellence with ServiceNow and ITSM Best Practices

We are looking for an experienced ServiceNow Specialist to support enterprise IT Service Management operations, ensuring efficient incident resolution, high-quality end-user support, and the continuous improvement of ITSM processes.

In this role, you will provide Level 1 and Level 2 support, manage Service Desk operations, administer the ServiceNow platform and CMDB, and collaborate with IT teams to deliver an outstanding support experience aligned with ITIL best practices.

If you are passionate about IT Service Management, ServiceNow administration, and operational excellence, this opportunity is for you.

The Professional We Are Looking For

We are seeking a highly skilled IT Service Management (ITSM) Specialist with solid experience in Service Desk operations and hands-on expertise with the ServiceNow platform.

The ideal candidate combines technical knowledge, customer focus, analytical thinking, and excellent communication skills to support end users, improve IT processes, and maintain critical IT service management platforms.

You should be comfortable working directly with users while collaborating with multidisciplinary IT teams in an international environment.

Key Responsibilities

You will be responsible for:

• Providing Level 1 and Level 2 support for IT Service Management (ITSM) issues.
• Managing Service Desk operations, including incidents, service requests, and problem management.
• Supporting End User Computing (EUC) environments, including desktops, laptops, software, and peripherals.
• Administering and maintaining the ServiceNow platform.
• Managing and maintaining the Configuration Management Database (CMDB).
• Providing on-site user support whenever required.
• Collaborating with IT teams to ensure the timely resolution of incidents and service requests.
• Documenting support activities, incidents, and resolutions accurately.
• Applying ITIL best practices and contributing to the continuous improvement of ITSM processes.

Mandatory Requirements (Eliminatory)

⚠️ All requirements below are mandatory and eliminatory. Candidates who cannot clearly demonstrate these qualifications in their CV are unlikely to proceed in the recruitment process.

Education

✔ Bachelor's Degree in:

• Computer Science
• Software Engineering
• or a related field

Mandatory Experience

• Fluent English.
• Proven experience with IT Service Management (ITSM).
• Experience in Service Desk operations.
• Hands-on experience with: ServiceNow Administration CMDB Administration
• ServiceNow Administration
• CMDB Administration
• Experience supporting End User Computing (EUC) environments, including: Desktops Laptops Software Peripherals
• Desktops
• Laptops
• Software
• Peripherals
• Experience providing Level 1 and Level 2 technical support.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service skills.
• Ability to provide on-site user support when necessary.
• Knowledge of the ITIL Framework and ITSM best practices.
• Ability to work effectively in collaborative, customer-oriented environments.

Nice-to-Have Skills

The following qualifications will be considered a strong advantage:

• ServiceNow Certifications.
• ITIL Foundation or higher ITIL certifications.
• Experience in enterprise IT environments.
• Experience within Financial Services.
• CMDB optimization projects.
• ITSM process improvement initiatives.
• Asset Management.
• Knowledge Management.
• Change Management.
• Problem Management.
• Experience supporting global IT environments.

What You'll Find in This Opportunity

• Enterprise-scale IT Service Management environment.
• Opportunity to work with the ServiceNow platform.
• Collaboration with international IT teams.
• Exposure to mature ITIL processes and operational best practices.
• High-impact role supporting business-critical operations.
• Collaborative environment focused on continuous improvement and service excellence.

Before Applying, Ask Yourself These 5 Questions

✅ Have I worked with ServiceNow, administering ITSM modules and CMDB in enterprise environments?

✅ Does my CV clearly demonstrate experience in Service Desk operations, ITIL, Incident Management, and Service Request Management?

✅ Have I provided Level 1 and Level 2 technical support while supporting End User Computing (EUC) environments?

✅ Do I have experience collaborating with infrastructure, operations, and support teams to improve IT service quality?

✅ Am I fluent in English and comfortable supporting international users while working with global IT teams?

If you answered "No" to one or more of these questions, we recommend carefully reviewing your fit before applying.

⚠️ Important

This opportunity is intended for a ServiceNow Specialist with solid expertise in IT Service Management, ServiceNow administration, CMDB management, and enterprise Service Desk operations.

Candidates whose experience is primarily focused on basic desktop support or Help Desk activities, without demonstrated expertise in ServiceNow, CMDB administration, ITIL processes, ITSM operations, and enterprise support environments, are unlikely to meet the expectations for this role.

Keywords That Should Appear in Your CV

ServiceNow, ServiceNow Specialist, IT Service Management, ITSM, Service Desk, Incident Management, Service Request Management, Problem Management, Change Management, CMDB, Configuration Management Database, ITIL, ITIL Foundation, End User Computing, EUC, Desktop Support, Technical Support, Level 1 Support, Level 2 Support, User Support, Asset Management, Knowledge Management, Service Operations, IT Operations, Customer Support, Troubleshooting, Enterprise IT, Infrastructure Support, ServiceNow Administration, IT Support, Global Support, Operational Excellence, Continuous Improvement, Enterprise Service Management.

#EY BR