ServiceNow Technical Expert

Organization: BEXIT (Business Excellence & IT Strategy)

Reporting: Reports to Christian Daller, Head of BEXIT

Position Type: Individual Contributor

Location: Cajamar, Brazil  

Role Description:

The ServiceNow Technical Expert will play a pivotal role in building and evolving ServiceNow as the “IT ERP” for the newco IT organization. This individual will take hands-on architectural decisions, guide and supervise external partners in development and application management, and directly contribute to configuration, development, and administration of ServiceNow. The role will consult and guide on architectural and configuration decisions across a broad range of modules—including SPM, ITSM, ITOM, HR, VR, custom apps, integrations, and more—ensuring ServiceNow meets the needs of a modern, integrated IT landscape.

Key Responsibilities:

• Make hands-on architectural decisions for ServiceNow configuration and development.
• Guide and supervise external partners responsible for ServiceNow development and application management.
• Perform configuration, development, and administration tasks within ServiceNow.
• Collaborate closely with the DSM ServiceNow, Enterprise Architect, and Process Owners to ensure alignment with strategic roadmaps and project scopes.
• Investigate and advise on module usage, integrations, and platform capabilities across such as, but not limited to, SPM, ITSM, ITOM, HR, VR, and custom applications.
• Ensure platform design follows best practices and avoids unnecessary customization or technical debt.
• Represent BEXIT as a subject matter expert in cross-functional meetings and initiatives
• Training: Provide Training regarding ServiceNow stretching from End Users to Technical Staff and Architects.
  
  

Expectations:

• Prioritize out-of-the-box functionality and avoid custom development unless justified by business case, legal, EHS, or security requirements.
• Follow ServiceNow best practices to ensure scalability, maintainability, and minimal technical debt.
• Demonstrate proactive problem-solving and consultative guidance across modules.
• Maintain clear and effective communication with internal and external stakeholders.
• Ensure all architectural decisions are aligned with the enterprise roadmap and scoped demands.
  
  

Qualifications:

Must-Have:

• ServiceNow Administrator certification or equivalent. Additional certifications in the context of ITIL functionality are beneficial.
• Proven experience in scripting and integration within ServiceNow.
• Strong stakeholder management and interpersonal skills.
• Basic knowledge of project management methodologies (Agile, Waterfall, Hybrid).
  
  

Nice-to-Have:

• Familiarity with architectural frameworks such as CSDM and TOGAF.
• Experience across multiple ServiceNow modules.
• Understanding of enterprise IT transformation and ERP-like platform design.

Authorization:

• Make architectural and configuration decisions within the roadmap provided by the Enterprise Architect and the scope defined by Process Owners and DSMs.
• Represent BEXIT in cross-functional meetings and initiatives as a subject matter expert (SME).
• Approve configuration and development work that aligns with best practices and avoids unnecessary customization or technical debt.
• Guide and supervise external partners in development and application management activities.