Lead ServiceNow Developer (ITSM)

Responsibilities

• Lead implementation and optimization of core ITSM modules: Incident Management, Problem Management, and Change Management.
• Lead Request Management, Knowledge Management, Service Catalog, CMDB & Asset Management, and Major Incident Management.
• Drive ITIL-aligned process improvements and service-management best practices.
• Collaborate with business and IT stakeholders to identify opportunities for process automation and operational excellence.
• Establish governance and operational standards for ITSM processes.
• Lead end-to-end ITSM implementations, enhancements, and platform upgrades.
• Gather requirements, conduct workshops, and translate business needs into scalable solutions.
• Design and configure applications, workflows, forms, UI policies, business rules, and integrations.
• Oversee platform health, performance, and ongoing support activities.
• Manage production incidents, root-cause analysis, and service-improvement initiatives.
• Lead and mentor developers, administrators, and analysts; act as the primary point of contact for business stakeholders and leadership teams.
• Drive continuous-improvement initiatives and adoption of new capabilities, including AI-powered features.

Requirements

• 6+ years of ServiceNow experience, including 3+ years leading ITSM implementations.
• Expertise in Incident Management, Problem Management, Change Management, Request Fulfillment, Knowledge Management, Service Catalog, and CMDB.
• Understanding of ITIL processes and service-management frameworks.
• Experience configuring and customizing ServiceNow applications and workflows.
• Hands-on experience with Flow Designer, Integration Hub, and Business Rules.
• Hands-on experience with Client Scripts, UI Policies, Service Catalog, and CMDB.
• Experience with REST and SOAP integrations.
• Knowledge of ServiceNow platform architecture and best practices.
• Strong stakeholder-management and consulting skills.
• Proven ability to lead cross-functional teams and large-scale implementations.
• Excellent problem-solving and decision-making capabilities.
• Strong written and verbal communication skills, with a customer-centric mindset focused on service excellence.
• English proficiency at B2+ level.

Nice to have

• Experience implementing AI-driven service-management capabilities, including Now Assist for ITSM, Virtual Agent, predictive intelligence, and workflow automation.
• Experience defining ITSM KPIs, SLAs, OLAs, and operational dashboards for executive reporting.
• Exposure to enterprise-scale transformation programs and platform governance.

We offer

• Hybrid-by-design work mode and the opportunity to work remotely within Poland.
• Opportunity to work abroad for up to 60 days annually.
• Business-driven relocation opportunities.
• Career-development programs, thought leadership, mentoring, soft-skills and well-being programs.
• Certifications in Anthropic, Gemini, GCP, Azure, and AWS, plus English classes.
• Stable pay.
• Employee Stock Purchase Plan participation with a 15% discount.
• Benefits package including health insurance, multisport, and shopping vouchers.
• Referral bonuses up to $2,000.
• Offices with entertainment and relaxation zones, table tennis, football, free snacks, coffee, and more.
• Corporate, social, and well-being events.

Please note

• Listed benefits are available to employees only.
• Contractors are welcome; B2B cooperation terms are agreed individually.
• Only selected candidates will be contacted.