08/06/2026 updated
100 % available
Independent ServiceNow Consultant | HR Service Delivery & AI-led Digital Transformation
ALMADA, Portugal
Worldwide
B.Sc. in Cellular and Molecular Biology & Bioinformatics, Universidade Nova de LisboaHR TransformationServiceNow HR Service Delivery
ServiceNow Ecosystem
Expertise in HR Service Delivery (HRSD), CMDB & CSDM, Knowledge Management, Now Assist (AI), Platform Analytics, Portals, and Agent Workspace. Proven delivery of end-to-end ServiceNow implementations for global enterprises across multiple regions and languages.
AI & Emerging Technologies
Hands-on experience with Generative AI (Gemini), Prompt Frameworks, Natural Language Processing (NLP), Machine Translation Workflows, Predictive Intelligence, and AI Search. Application of AI tools to optimize workflows and drive self-service adoption.
Consulting & Program Delivery
Strong background in Digital Transformation Roadmapping, Agile/Scrum Delivery, Business Analysis, Process Mining, Change Management, and Continuous Improvement (CI) Models. Track record of bridging technical execution with enterprise business strategy.
Data & Integration
Proficiency in PowerBI, Tableau, Database Management, and Workday & SAP Integrations. Experience building executive reporting suites and real-time performance dashboards.
CMDB & Data Governance
Experience as SACM Data Steward for 85,000+ Configuration Items (CIs), restructuring knowledge architecture and data hygiene standards, and participating in global application mapping initiatives.
Product Management
Experience as Technical Product Manager deploying global omnichannel cloud platforms, launching chatbot solutions with high support deflection rates, and managing enterprise access and info-security compliance.
Automation & Business Analytics
Delivery of business analytics tools and operational automation scripts using Excel and VBA. Optimization of governance processes generating significant annual cost savings.
Portal & Workspace Design
Collaboration on portal and agent workspace design, accessibility audits aligned with Web3 best practices, and UAT scenario authoring for enterprise platform deployments.
Supply Chain & Logistics Coordination
Coordination of international supply chain logistics, pallet dispatches, and collections across multiple European countries. Management of partner dispatch schedules, inventory forecasting, and KPI reporting.
Expertise in HR Service Delivery (HRSD), CMDB & CSDM, Knowledge Management, Now Assist (AI), Platform Analytics, Portals, and Agent Workspace. Proven delivery of end-to-end ServiceNow implementations for global enterprises across multiple regions and languages.
AI & Emerging Technologies
Hands-on experience with Generative AI (Gemini), Prompt Frameworks, Natural Language Processing (NLP), Machine Translation Workflows, Predictive Intelligence, and AI Search. Application of AI tools to optimize workflows and drive self-service adoption.
Consulting & Program Delivery
Strong background in Digital Transformation Roadmapping, Agile/Scrum Delivery, Business Analysis, Process Mining, Change Management, and Continuous Improvement (CI) Models. Track record of bridging technical execution with enterprise business strategy.
Data & Integration
Proficiency in PowerBI, Tableau, Database Management, and Workday & SAP Integrations. Experience building executive reporting suites and real-time performance dashboards.
CMDB & Data Governance
Experience as SACM Data Steward for 85,000+ Configuration Items (CIs), restructuring knowledge architecture and data hygiene standards, and participating in global application mapping initiatives.
Product Management
Experience as Technical Product Manager deploying global omnichannel cloud platforms, launching chatbot solutions with high support deflection rates, and managing enterprise access and info-security compliance.
Automation & Business Analytics
Delivery of business analytics tools and operational automation scripts using Excel and VBA. Optimization of governance processes generating significant annual cost savings.
Portal & Workspace Design
Collaboration on portal and agent workspace design, accessibility audits aligned with Web3 best practices, and UAT scenario authoring for enterprise platform deployments.
Supply Chain & Logistics Coordination
Coordination of international supply chain logistics, pallet dispatches, and collections across multiple European countries. Management of partner dispatch schedules, inventory forecasting, and KPI reporting.
Experience
Professional experience5 - 10 years
Freelancer since2024
Languages
EnglishNative speakerFrenchGoodPortugueseNative speaker
Project history
Architected, budgeted, and executed the GIO myHR 2025 Walk-Run-Fly Digital Transformation Roadmap for HR Case and Knowledge Management to transition to an AI-driven delivery model.
Led design workshops, translated business requirements into technical specs, and overhauled Service Catalog workflows and governance frameworks.
Redesigned the HR notification architecture, reducing outgoing email notifications by 70%.
Rationalized HR and IT User Criteria records from approximately 700 to under 100.
Updated global HR Center of Excellence Security Policies and served on the Change Approval Board (CAB).
Consulted on the initial deployment wave of Source-to-Pay procurement launching to approximately 20,000 employees, serving as strategic liaison between Platform Administration, Devoteam consultancy, and the Finance department. Provided group configuration, knowledge governance, technical notification specifications, project management support, and deployment lessons learned. Collaborated on portal and agent workspace design alongside data integrations with Wise, Graphite, and SAP. Reviewed, tested, and validated implementation stories and authored comprehensive UAT scenarios. Executed accessibility audits for the new portal in alignment with Web3 best practices.
Restructured ServiceNow HR knowledge architecture and data hygiene standards using an enterprise Gemini AI workflow to prepare for Now Assist rollout.
Acted as SACM Data Steward for 85,000+ Configuration Items (CIs), directly improving CMDB accuracy and system health.
Participated in restructuring the Application Service CI class as part of global application mapping.