ServiceNow ITSM Specialist

ServiceNow ITSM Specialist
Amadora
Amadora, Lisboa, Portugal

Service
Now ITSM Specialist

About the Opportunity

We're partnering with a leading European organization to find an experienced Service
Now ITSM Specialist who's passionate about driving digital transformation through platform excellence. If you're someone who thrives on optimizing complex enterprise systems and collaborating with
- functional teams, this is your chance to make a real impact.

In this outsourced consultancy role, you'll be at the center of our ITSM operations—designing solutions that align with industry best practices while continuously improving how we manage IT services across the organization. You'll work with a modern hybrid model (3 days in office, 2 remote) that respects your
- life balance.

What You'll Do

Configuration & Optimization

• Maintain and optimize Service
  Now ITSM modules: CMDB, Incident Management, Request Management, Problem Management, Change Management and Service Catalog
• Design scalable solutions that enhance platform capabilities and user adoption

Scripting & Customization

• Develop and maintain scripts: Business Rules, Client Scripts, UI Policies and Script Includes using Java
  Script
• Create custom workflows that streamline ITSM processes and reduce manual work

Access & Governance

• Manage user accounts, roles, groups and access controls with a focus on security and compliance
• Ensure platform stability and adherence to corporate governance standards

Analytics & Insights

• Build and customize reports and dashboards (including Performance Analytics) that empower stakeholders with actionable insights
• Drive
  - informed
  - making across IT operations

Collaboration & Continuous Improvement

• Partner with internal stakeholders to document, design and implement ITSM best practices
• Identify opportunities for process optimization and champion continuous improvement initiatives
• Champion ITSM excellence while fostering a culture of collaboration

Who You Are

Technical Expertise

• Proven track record as a Service
  Now ITSM Specialist or similar role
• Expert-level understanding of ITSM principles and best practices (ITIL certification is highly valued)
• Strong Java
  Script scripting skills within the Service
  Now platform
• Hands-on experience with core ITSM modules and CMDB management
• Experience with Employee Center is a plus

Soft Skills & Mindset

• Analytical thinker with meticulous attention to detail and strong organizational abilities
• Dynamic, proactive professional with a collaborative mindset
• Excellent communicator who can translate technical concepts for business stakeholders
• Fluent in English (written and spoken); French is an additional plus

What We Offer

✓ Hybrid Work Model: 3 days
- site in Carnaxide, 2 days remote (flexibility available based on business needs)

✓ Location: Carnaxide, Portugal (or remote depending on business requirements)

✓ Impact: Work for a leading European organization with significant IT operations and a commitment to ITSM excellence

✓ Growth: Opportunities to expand your Service
Now expertise across a diverse, complex platform environment

Ready to Apply?

If you're passionate about Service
Now and ITSM best practices and you're looking for a role where your expertise directly drives operational excellence, we'd love to hear from you.

Submit your application with:

• Your CV highlighting Service
  Now ITSM experience
• Any relevant certifications (ITIL, Service
  Now Certified Administrator, etc. )
• Examples of complex ITSM implementations you've led