Lead ServiceNow Architect — ITSM & AI-Powered Ops

EPAM Systems; Kraków; Hybrid; PLN 240,000 - 420,000; Full time

Benefits offered by this job

Hybrid by design work model

Remote work within Poland

Professional growth programs

Healthcare benefits

Relocation opportunities

Stock Purchase Plan discount

Job summary

EPAM Systems in Kraków is seeking an experienced Lead ServiceNow Developer (ITSM) to design, implement, and optimize ITSM solutions. You will lead delivery teams, mentor developers, and collaborate with stakeholders to drive service excellence.

The role emphasizes ITIL-aligned processes, cross-functional leadership, and adoption of AI-powered features such as Now Assist, with hybrid work options within Poland.

Qualifications

• 6+ years of ServiceNow experience with at least 3+ years leading ITSM implementations.
• Expertise in Incident, Problem, Change Management, and CMDB.
• Strong ITIL understanding and process-driven mindset.
• Hands-on with Flow Designer, Integration Hub, and Business Rules.
• Excellent written and verbal communication in English (B2+).
• Nice to have AI-driven capabilities such as Now Assist and predictive intelligence.

Responsibilities

• Lead the design, implementation, and optimization of core ITSM modules.
• Drive governance, best practices, and process improvements.
• Mentor developers, admins, and analysts; own stakeholder relationships.
• Oversee platform health, incidents, and platform upgrades.
• Collaborate with cross-functional teams to automate processes.
• Define ITSM KPIs, SLAs, OLAs, and executive dashboards.

Skills

ServiceNow

ITSM

Leadership

Stakeholder Management

ITIL

Problem Solving

English Proficiency

Tools

Flow Designer

Integration Hub

Business Rules

Client Scripts

UI Policies

REST Integrations

SOAP Integrations

Job description

EPAM Systems in Kraków is seeking an experienced Lead ServiceNow Developer (ITSM) to design, implement, and optimize ITSM solutions. You will lead delivery teams, mentor developers, and collaborate with stakeholders to drive service excellence.

The role emphasizes ITIL-aligned processes, cross-functional leadership, and adoption of AI-powered features such as Now Assist, with hybrid work options within Poland.