Lead ServiceNow Developer (ITSM)

About the Position

We are seeking a Lead ServiceNow Developer (ITSM) to join our team in Poland. This role is fully remote and requires 6+ years of experience with at least 3+ years leading ITSM implementations.

Responsibilities

• Lead the implementation and optimization of core ITSM modules, including Incident Management, Problem Management, and Change Management.
• Extend leadership to 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, while acting 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 with at least 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.
• Proficiency in English at a B2+ level.

Nice to Have

• Experience implementing AI-driven service management capabilities such as 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

• Stable pay and participation in the Employee Stock Purchase Plan with a 15% discount.
• Benefits package (health insurance, multisport, shopping vouchers).
• Referral bonuses up to $2,000.
• Offices featuring entertainment and relaxation zones, table tennis and football, free snacks, coffee, and more.
• Corporate, social, and well-being events.
• Career development programs, thought leadership, mentoring, soft skills, and well-being programs.
• Certification opportunities (Anthropic, Gemini, GCP, Azure, AWS).
• English classes.

Please note: Benefits listed above are available to employees only. We are open for working with Contractors. Terms of B2B cooperation agreements are agreed individually. We will reach out to selected candidates exclusively.