Minor Hotels Europe and Americas

Subject Matter Expert, CSM, ServiceNow

Minor Hotels Europe and Americas

full-time

Posted on:

Location Type: Hybrid

Location: Lisboa • 🇵🇹 Portugal

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Job Level

Mid-LevelSenior

Tech Stack

ITSMServiceNow

About the role

  • Lead and support the implementation, configuration, and optimization of ServiceNow 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 ServiceNow 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

Requirements

  • Minimum of 4 years of experience managing and configuring ServiceNow ITSM modules, including Incident Management, Problem Management, Change Management, and Request Fulfillment
  • Deep understanding of ITIL best practices and their practical application within ServiceNow 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 and 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 in your approach to work
Benefits
  • Flexibility enables a better work-life balance and gives more flexibility to the employee to manage the working hours, as well if he works at the office or remotely, according with the company’s hybrid work policy
  • We have local programs that promote people growth, reskill and new skills development (Career Acceleration Programs)
  • We promote an empowering environment with autonomy and peers' relationships among the top scores of our Monthly Employees' feedback
  • Attractive compensation package and benefits such as Health and Life insurance
  • Referral program with bonuses for talent recommendations and other fringe benefits according with our partnerships in force

Applicant Tracking System Keywords

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

Hard skills
ServiceNow ITSMIncident ManagementProblem ManagementChange ManagementRequest FulfillmentITILworkflowsbusiness rulesclient scriptsprocess mapping
Soft skills
analytical skillscollaborationcommunicationorganizational skillsdetail-orientedstakeholder managementagile methodologycontinuous improvementproblem-solvingadaptability