ServiceNow Business Analyst (Bilingual – English & Portuguese)
About M&S Consulting
Founded in 2002, M&S Consulting was built on the vision of creating highly effective teams of elite consultants who deliver strategic process and technology solutions for enterprise organizations across the U.S. Our success is rooted in deep expertise, a commitment to excellence in complex environments, and a relentless focus on long-term customer outcomes. By seamlessly blending process and technology, we help our clients drive meaningful, sustainable transformation.
About the Opportunity
M&S Consulting is seeking experienced ServiceNow Business Analysts who are fluent in both English and Portuguese to support a large, evolving ServiceNow program for a Fortune 500 financial services client. This role is critical to stabilizing Event-Based Management initiatives, supporting ongoing merger and acquisition (M&A) integrations, and accelerating ServiceNow adoption across multiple regions.
This is a strategic, customer-facing role that requires strong business process expertise, hands-on ServiceNow experience (with an emphasis on CMDB/APM), and the ability to communicate clearly across languages, cultures, and organizational boundaries. You will partner closely with business stakeholders, technical teams, and leadership to build confidence, align priorities, and deliver measurable value.
Key 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
Required Skills & Qualifications
Mandatory:
- 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
Core ServiceNow & Business Analysis Skills:
- 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
M&A / Integration Experience:
- 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
Stakeholder & Customer-Facing Skills:
- 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
Operational & Support Skills:
- 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
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