Gerente de Suporte de Operações – ServiceNow (CMDB / Discovery) - Sênior

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BrazilFull-TimeSenior

Salary not disclosed

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Job Details

Languages: English

Requirements

Strong experience in IT Operations, process improvement, governance, and enterprise service management environments
Hands-on expertise with ServiceNow (CMDB, Discovery, data integration frameworks such as IRE and IntegrationHub)
Solid understanding of CSDM, ITSM processes (Incident, Change, Problem), and IT asset/data management practices
Experience with automation and platform scripting (Business Rules, UI Actions, scheduled jobs, workflows)
Ability to manage global stakeholders and lead cross-functional operational initiatives in complex environments
Strong analytical, communication, and presentation skills with executive-level reporting experience
ITIL Foundation v4 certification (mandatory)
ServiceNow certifications (CSA, CAD, CIS, CAS) highly desirable
Advanced English proficiency (written and spoken)

Responsibilities

Lead and support the strategy and execution of ServiceNow Discovery and CMDB operations, ensuring alignment with enterprise architecture and business objectives
Act as the main point of contact for stakeholders regarding Discovery outcomes, CMDB accuracy, and operational performance across global teams
Oversee and continuously improve Discovery schedules, integrations, plugins, upgrades, and data reconciliation processes using IRE and related frameworks
Drive governance and quality of configuration data, including data hygiene, certification processes, and CMDB structure optimization based on CSDM principles
Manage and enhance automated ITSM, GRC, and security-related processes, ensuring efficiency and reliability across the ServiceNow platform
Lead cross-functional improvement initiatives and support global transformation programs with technical guidance and operational oversight
Prepare executive-level reports, dashboards, and presentations while supporting training and capability development across teams

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