Subject Matter Expert CSM ServiceNow Lisboa

Join to apply for the Subject Matter Expert CSM Service
Now role at Capgemini.

Choosing Capgemini means choosing a company where you will be empowered to shape your career, supported by a collaborative community of colleagues worldwide, and able to reimagine what’s possible. Join us to help the world’s leading organizations unlock the value of technology and build a more sustainable, inclusive world.

Your Role

• Lead and support the implementation, configuration, and optimization of Service
  Now ITSM modules for national and international clients.
• Collaborate with stakeholders to analyze service delivery processes, identify improvement opportunities, and design scalable solutions.
• Translate business needs into technical designs, ensuring alignment with platform capabilities and best practices.
• Configure and customize the platform using workflows, scripts, and rules to meet client‑specific requirements.
• Work closely with cross‑functional teams, including developers, architects, and process owners, throughout the project lifecycle.
• Stay current with Service
  Now platform updates, ITSM trends, and ITIL evolutions, applying this knowledge to enhance solution quality.
• Contribute to a collaborative and agile working environment, participating in Scrum/Kanban ceremonies and promoting continuous delivery.
• Benefit from a dynamic and supportive environment that encourages professional growth and career development.

Your Profile

• Minimum of 4 years of experience managing and configuring Service
  Now ITSM modules, including Incident Management, Problem Management, Change Management, and Request Fulfillment.
• Deep understanding of ITIL best practices and their practical application within Service
  Now to enhance IT service delivery.
• Strong analytical skills to assess and optimize processes and workflows across ITSM domains.
• Proven ability to gather and translate business requirements from multiple stakeholders into clear, actionable technical specifications.
• Hands‑on experience configuring workflows, business rules, and client scripts to extend and tailor ITSM functionality.
• Experience in process mapping, gap analysis, and continuous improvement of IT service operations.
• Fluent in Portuguese and English (both verbal and written); additional languages are a plus.
• Structured, organized, and detail‑oriented approach to work.

What You’ll Love About Working Here

• Flexible and dynamic work environment with a hybrid policy that supports work‑life balance.
• Local programs for growth, reskilling, and new skill development (Career Acceleration Programs).
• Empowering environment with autonomy and strong peer relationships, backed by attractive compensation and benefits such as Health and Life insurance, referral bonuses, and other fringe benefits.
• Capgemini Portugal is an equal‑opportunity employer that promotes equality and dignity in all aspects of recruitment and employment. It fosters diversity and inclusion, offers promotions based on competence, and ensures fair treatment.

About Capgemini

Capgemini is a global business and technology transformation partner, helping organizations accelerate their transition to a digital and sustainable world while creating tangible impact for enterprises and society. With a heritage of 55 years and over 340, 000 team members in more than 50 countries, Capgemini delivers end‑to‑end services and solutions across strategy, design, engineering, and AI, cloud, data, and industry expertise.

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Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Other

Industries

IT Services and IT Consulting