Lead ServiceNow Developer (ITSM)
- Role
- Backend
- Experience
- Lead
- Employment
- Contract
Open to PL only. Set where you work from to check your eligibility.
No BS summary
Lead ServiceNow Developer (ITSM). 6+ years of ServiceNow experience with 3+ years leading ITSM implementations. Must be located in Poland; requires hands-on ServiceNow work (Flow Designer, Integration Hub, Business Rules, Client Scripts, UI Policies) and REST/SOAP integrations.
Core skills
Required skills
Optional skills
Optional languages
We are looking for an experienced Lead ServiceNow Developer (ITSM) to lead the design, implementation, enhancement, and support of IT Service Management solutions. The ideal candidate will possess strong functional and technical expertise across ITSM processes, provide leadership to delivery teams, and act as a trusted advisor to business and IT stakeholders.
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
Benefits
We gather like-minded people:
- Top tech minds driving innovation in AI, cloud and digital platform modernization
- Supportive team and agile, startup-like culture
- Hybrid by design mode and opportunity to work remotely within Poland
- Chance to work abroad for up to 60 days annually
- Business-driven relocation opportunities
We provide growth opportunities:
- Career development programs
- Thought leadership, mentoring, soft skills and well-being programs
- Certification (Anthropic, Gemini, GCP, Azure, AWS)
- English classes
We cover it all:
- Stable pay
- 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
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
EPAM is global leader in AI transformation engineering and integrated consulting, serving Forbes Global 2000 companies and ambitious startups. With over thirty years of expertise in custom software, product and platform engineering, we empower our clients to become AI-Native enterprises, driving measurable value from innovation and digital investments.
What you'll do
- Lead the implementation and optimization of core ITSM modules, including Incident Management, Problem Management, and Change Management
- Design and configure applications, workflows, forms, UI policies, business rules, and integrations
- Establish governance and operational standards for ITSM processes and drive ITIL-aligned process improvements
- Oversee platform health, performance, and ongoing support activities; manage production incidents and root cause analysis
- Lead and mentor developers, administrators, and analysts; act as the primary point of contact for business stakeholders and leadership teams
What they require
- 6+ years of ServiceNow experience with at least 3+ years leading ITSM implementations
- Understanding of ITIL processes and service management frameworks
- Experience configuring and customizing ServiceNow applications and workflows, including Flow Designer, Integration Hub, Business Rules, Client Scripts, UI Policies, Service Catalog and CMDB
- Experience with REST and SOAP integrations
- Strong stakeholder management and proven ability to lead cross-functional teams; Proficiency in English at a B2+ level
Benefits
- Chance to work abroad for up to 60 days annually
- Business-driven relocation opportunities
- Certification (Anthropic, Gemini, GCP, Azure, AWS)
- Participation in the Employee Stock Purchase Plan with a 15% discount
- Referral bonuses up to $2,000
Our Workforce Experience team helps clients realize digital and IT transformation by identifying and bridging gaps in employee knowledge, behaviors, and mindset. We design, develop, and implement a variety of solutions for online and in-person learning, including videos, articles, podcasts, interactive eLearning, coaching, experiential learning, instructor-led training, and assessments, using the latest insights from the learning sciences. In other words, we go beyond "training" to create learning experiences that really work.