IRM ServiceNow Technical Consultant

Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
Job Description
The Customer Outcomes IRM Technical Consultant is the functional and technical authority in customer engagements focused on ServiceNow Integrated Risk Management. This role bridges governance, risk, and compliance process expertise with platform configuration capability to deliver implementations that achieve measurable customer outcomes. The Senior TC is expected to operate independently, lead workshops, and guide customers from current-state assessment through long-term platform adoption.
What you get to do in this role:
Lead discovery and design workshops with customers to assess current GRC processes and define future-state risk and compliance workflows on the ServiceNow platform.
Configure and deliver ServiceNow IRM solutions - including Risk Management, Policy & Compliance, Audit Management, and Third-Party Risk Management (TPRM) - following ServiceNow leading practices and technical standards.
Advise customers on how to leverage IRM capabilities to strengthen governance, automate control testing, and meet regulatory requirements (SOX, ISO 27001, LGPD, GDPR).
Provide oversight and quality review of configuration work delivered by partner or customer resources.
Guide customers through required documentation - business requirement workbooks, risk frameworks, control libraries, and compliance taxonomies.
Provide feedback to ServiceNow product development based on implementation learnings and customer needs.
Maintain and develop skills and certifications aligned to IRM and GRC workflows.
Key Responsibilities:

• Design and deliver end-to-end IRM implementations: Risk Management, Policy & Compliance, Audit Management, TPRM
• Configure workflows, Flow Designer, business rules, and UI policies to support risk and compliance processes
• Map enterprise risk frameworks (ERM, COSO, ISO 31000) to ServiceNow data models and control structures
• Support control testing design and audit evidence workflows within the platform
• Integrate IRM with ITSM, CMDB, and third-party GRC or data sources via APIs
• Advise customers on regulatory compliance requirements relevant to Brazil and LATAM: LGPD, SOX, ISO 27001, BACEN regulations
• Deliver executive-level status updates and solution walk-throughs with C-suite and Audit/Risk stakeholders
• Develop internal knowledge base and reusable implementation assets for the LATAM delivery team

Qualifications
To be successful in this role you have:

• Experience in leveraging AI or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving - including AI-powered tools, workflow automation, or AI-driven governance insights
• 8+ years of experience in professional services, GRC consulting, or risk management roles; or equivalent education/experience
• Deep functional knowledge of enterprise risk management concepts: ERM frameworks, internal controls, policy lifecycle, audit management, third-party risk
• Hands-on ServiceNow IRM / GRC configuration experience - Risk Management, Policy & Compliance, Audit Management, or TPRM modules
• ServiceNow certifications strongly preferred: CSA (ServiceNow Certified System Administrator); CIS-IRM or CIS-GRC preferred
• Familiarity with regulatory frameworks relevant to LATAM: LGPD, SOX, ISO 27001, BACEN, GDPR
• Experience working with Big Four / consultancy-style engagements and Audit/Risk committee stakeholders
• Strong executive communication skills - ability to present risk findings and solution design to C-level audiences
• Professional-level English required; Spanish a strong differentiator for LATAM regional delivery
• Ability to travel up to 30% across Brazil and LATAM region

Key Competencies and Soft Skills
Excellent written and verbal communication and executive presence Ability to manage complex client relationships and influence senior stakeholders Strong consultative and problem-solving skills Creative, entrepreneurial and comfortable driving initiatives independently Experience working collaboratively across global teams Ability to travel up to fifty percent as required
Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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