M&S Consulting

ServiceNow Business Analyst – Bilingual, Portuguese, English

M&S Consulting

contract

Posted on:

Location Type: Remote

Location: United States

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Tech Stack

ITSMServiceNow

About the role

  • Act as a trusted liaison between business stakeholders and technical teams throughout the ServiceNow lifecycle
  • Lead requirements gathering, analysis, and documentation, translating business needs into actionable ServiceNow solutions
  • Facilitate discovery sessions, workshops, and gap analyses, producing high-quality deliverables (process flows, user stories, acceptance criteria, etc.)
  • Support and enhance CMDB and Application Portfolio Management (APM) processes, including data governance and configuration management best practices
  • Assist with Event Management planning, backlog preparation, and operational readiness as demand scales
  • Communicate clearly with leadership, including reporting on coverage, skills, regions, and language alignment
  • Contribute to continuous improvement initiatives and operational excellence across the ServiceNow program

Requirements

  • Fluent in English and Portuguese (spoken and written)
  • 3+ years of enterprise ServiceNow experience, including CMDB/APM and at least one additional module (ITSM preferred)
  • Proven experience as a Business Analyst on large IT service delivery or transformation programs
  • Strong analytical, documentation, and stakeholder engagement skills
  • Ability to translate complex business needs into scalable system solutions and influence without direct authority
  • Strong customer service mindset with experience working directly with business users and leadership
  • Comfortable working in Agile/Scrum environments, including backlog grooming and sprint planning
Benefits
  • M&A-related ServiceNow integrations support
  • Leadership communication and reporting
  • User Acceptance Testing (UAT) support
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
ServiceNowCMDBApplication Portfolio ManagementITSMAgileScrumrequirements gatheringdocumentationprocess flowsuser stories
Soft Skills
analytical skillsstakeholder engagementcommunicationcustomer service mindsetinfluence without authoritycontinuous improvementoperational excellenceleadership communicationcollaborationproblem-solving