Lead Functional Consultant (Service Now)

AIDA projektai, MB; Warszawa; Remote; PLN 180,000 - 280,000; Full time

Job summary

AIDA projektai, MB invites a Lead Functional Consultant (ServiceNow) to join our team in Poland. You will lead design, implementation, and optimization of ServiceNow solutions, including CSM and CMDB, to deliver high-impact IT service management across client environments.

The role requires strong ITIL expertise, excellent communication, and hands-on delivery across cross-functional teams. Fluency in English is essential for global collaboration.

Qualifications

• Proven experience in implementing and optimizing ServiceNow solutions (CSM and Integrations).
• Deep understanding of ITIL-based processes.
• Excellent facilitation, communication, and presentation skills.
• Strong analytical, problem-solving, and process design abilities.
• Experience in project management and end-to-end delivery.
• Telecom or enterprise IT experience is a plus.
• Ability to produce high-quality documentation and process maps.
• Professional fluency in English.

Responsibilities

• Lead design, implementation, and optimization of ServiceNow solutions (including CSM and CMDB).
• Analyze and improve existing processes using ServiceNow best practices.
• Gather, document, and validate functional and technical requirements.
• Translate requirements into user stories, use cases, and process flows.
• Create and deliver training materials and sessions for end-users and admins.
• Provide ongoing support and recommendations to enhance platform adoption.
• Communicate complex technical topics to non-technical stakeholders.
• Coordinate cross-functional teams to ensure on-time, on-budget delivery.

Skills

ServiceNow implementation

ITIL processes

Facilitation & communication

Analytical & problem-solving

Project management

Documentation & process maps

English fluency

Telecom/enterprise IT experience

Tools

ServiceNow platform

ITSM tooling

Job description

Lead Functional Consultant (Service Now)

About the job Lead Functional Consultant (Service Now)

For our client, we are looking for a Lead Functional Consultant (ServiceNow) to join their team in Poland.

About the company

Our client is a global digital solutions company headquartered in Austin, Texas, founded in 1993. With over 13,000+ associates and 1,100+ projects across the USA, Europe, APAC, and LatAm,creates bold, impactful, and innovative solutions. The Low Code Platforms Practicefocuses on building cross-industry solutions using platforms such as ServiceNow, Pegasystems, and Microsoft Power Platform, delivering advisory and implementation services aligned with industry best practices.

Requirements

• Proven experience in implementing and optimizing ServiceNow solutions (preferably CSM and Integrations)
• Deep understanding of ITIL-based processes
• Excellent facilitation, communication, and presentation skills
• Strong analytical, problem-solving, and process design abilities
• Experience in project management and end-to-end delivery
• Telecom or enterprise IT experience is a plus
• Ability to produce high-quality documentation and process maps
• Professional fluency in English

What you will do

• Lead design, implementation, and optimization of ServiceNow solutions (including CSM and CMDB)
• Analyze and improve existing processes using ServiceNow best practices
• Gather, document, and validate functional and technical requirements
• Translate requirements into user stories, use cases, and process flows
• Create and deliver training materials and sessions for end-users and admins
• Provide ongoing support and recommendations to enhance platform adoption
• Communicate complex technical topics to non-technical stakeholders
• Coordinate cross-functional teams to ensure on-time, on-budget delivery

What the company offers

• Full-time engagement for 7 months (with possible extension)
• Location: Poland (remote)
• Work environment: Innovative, global, and collaborative culture