Senior ServiceNow CSM Consultant

Job not on LinkedIn

🔥 0 minutes ago

🇧🇷 Brazil – Remote

⏰ Full Time

🟠 Senior

🔧 ServiceNow

👻 Ghost score 19%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Mollica IT

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2013

🎯 Recruiter

🤝 B2B

Recruitment • B2B

Mollica IT is a São Paulo–based recruitment and selection agency specializing in sourcing and placing IT professionals for companies in Brazil and abroad. The firm positions itself as a hands-on recruitment partner, offering fast, accurate hiring solutions across a broad range of technical roles — from C-level and PMO to DevOps, cloud (Azure/AWS), ERP (SAP, Oracle), big data and data science, databases, infrastructure and telecom, cybersecurity, Salesforce, mobile and full‑stack development, QA/testing and commercial/business roles. Mollica IT emphasizes speed, quality, inclusive hiring and partnership-style service for corporate clients.

📋 Description

• Lead discovery workshops, requirements-gathering activities, and alignment sessions with clients and stakeholders • Analyze current processes and define future-state customer service and service delivery models • Recommend industry best practices and solutions aligned with ServiceNow platform capabilities • Translate business requirements into scalable solutions • Design and validate end-to-end Customer Service Management (CSM) solutions • Define case management processes and propose improvements to the customer journey • Support Knowledge Management initiatives and self-service strategies • Identify opportunities for workflow automation and process optimization • Contribute to improving customer interactions across digital and assisted channels, supporting omnichannel strategies • Advise clients on Customer Workflows and identify opportunities to expand the platform • Contribute to discussions on the roadmap and evolution of customer service operations • Collaborate with business stakeholders, Product Owners, architects, and technical teams • Facilitate solution workshops and demonstrations for leadership and business decision-makers • Perform other duties and activities related to the function

🎯 Requirements

• Solid experience with ServiceNow • Experience with Customer Service Management (CSM) • Experience facilitating workshops and discovery sessions • Experience designing enterprise-scale customer service solutions • Experience working in agile delivery environments • Knowledge of Service Catalog, Knowledge Management, and Case Management • Experience with Flow Designer and Workspace configuration • Knowledge of Service Portal and Employee Center concepts • Knowledge of customer journey mapping, process design, and requirements gathering • Certified System Administrator (CSA) certification required • Certified Implementation Specialist – Customer Service Management (CIS-CSM) certification required • Bachelor’s degree or equivalent required • Advanced conversational English

🏖️ Benefits

• Nationally valid medical insurance for employees and dependents through Bradesco or Unimed • Nationally valid dental insurance • Meal voucher or food allowance, at the employee’s choice • Childcare assistance • Life insurance for employees and dependents • Gympass for employees and dependents • EAP (Employee Assistance Program): financial, legal, social, and psychological assistance available 24 hours a day, 7 days a week • Discounts and special rates at universities and language schools • Discounts on banking fee packages and special rates with Itaú and Bradesco banks • Payroll-deducted personal loan option • Reimbursement program for selected external certifications • Online and in-person training and development platform covering soft skills, technologies, and business domains across more than 15,000 topics • Long-service award • Employee referral bonus • TCS Fit4life, with online functional training • Opportunity to apply for international positions, based on skills and business needs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume