ServiceNow Support Specialist (German, Service Management)

Quick Facts

• Role: ServiceNow Support Specialist for Service Management (B2B)

• Collaboration: Hybrid (Wrocław) or fully remote

• Work: Second-line support and service/process support on ServiceNow

Description

You will provide second-line support for Service Management topics on the ServiceNow platform, handling queries and tickets related to ServiceNow. The role includes incident and requirement analysis, selected configuration, maintaining documentation, and supporting knowledge management through solution articles. You will collaborate with stakeholders to clarify requirements, propose improvements, and contribute to agreed product-team activities.

Responsibilities

• Deliver second-line support for Service Management topics, including ServiceNow requests and cases

• Analyze, assess, and resolve incidents and requirements; prepare and update documentation

• Configure selected elements, settings, and functionalities on the ServiceNow platform

• Communicate with internal business units to clarify tickets, requirements, and expected outcomes

• Support knowledge management by creating solution articles and maintaining documentation

• Create user histories describing requirements, business needs, and improvement proposals

• Propose optimization actions—especially for second-line support—and support their implementation

• Participate in product-team projects in agreed administrative activities tied to service delivery

Requirements

• Practical experience working with the ServiceNow platform

• Experience designing or improving Service Management processes

• Very good communication skills and comfort collaborating with business and technology partners in an agile environment

• Ability to quickly understand complex topics; analytical approach with a focus on service quality and user needs

• Independence, proactivity, and willingness to co-create the support direction and propose improvements

• German and Polish at C1; English at B2

• Beneficial: IT-focused education

• Beneficial: Experience with ITSM processes, especially Incident Management, Request Fulfillment, or Knowledge Management

• Beneficial: Knowledge of preparing user stories and writing requirement descriptions in agile

Benefits

• Partnership-based B2B cooperation model with autonomy in executing assigned tasks and a dialog culture in product teams

• Flexible working style with no rigid cooperation hours; trust-driven work focused on results

• Efficient onboarding—an implementation plan for your project tasks provided in advance