Jobs via Dice · 5 hours ago
ServiceNow Business Analyst (Bilingual – Portuguese & English)
United States
Full-time
Remote
Mid Level
3+ years expM&S Consulting is a company focused on delivering strategic process and technology solutions for enterprise organizations. They are seeking a bilingual ServiceNow Business Analyst to support a large ServiceNow program for a Fortune 500 financial services client, requiring strong business process expertise and hands-on ServiceNow experience.
Computer Software
Responsibilities
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
Provide hands-on support for M&A-related ServiceNow integrations, ensuring alignment across processes, tools, and teams
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
Support User Acceptance Testing (UAT), defect validation, and deployment readiness
Contribute to continuous improvement initiatives and operational excellence across the ServiceNow program
Qualification
Required
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
Experience supporting ITSM processes (Incident, Request, Problem, Change)
Strong knowledge of ServiceNow workflows, catalog items, SLAs, approvals, and forms
Expertise in process mapping, gap analysis, and “as-is / to-be” documentation
Comfortable working in Agile/Scrum environments, including backlog grooming and sprint planning
Experience supporting mergers, acquisitions, or enterprise integrations
Ability to navigate dual-company environments with differing processes, cultures, and governance models
Proven success harmonizing processes and driving alignment across ServiceNow implementations
Strong customer service mindset with experience working directly with business users and leadership
Confident communicator able to manage expectations, clarify ambiguity, and de-escalate issues
Ability to build trust quickly in fast-moving, high-change environments
Experience supporting managed services or ongoing operational support models
Ability to prioritize and manage multiple concurrent requests
Familiarity with ticket lifecycle management, escalation paths, and reporting
High attention to detail and strong follow-through
Company
Jobs via Dice
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0-1 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase