Lead ServiceNow Developer (ITSM)

EPAM Systems, Inc.; Polska; Hybrid; PLN 240,000 - 360,000; Full time

Benefits offered by this job

Hybrid work model

Remote within Poland

Job summary

EPAM Systems, Inc. seeks a Lead ServiceNow Developer (ITSM) to design, implement, enhance and support IT Service Management solutions, guiding delivery teams and advising business and IT stakeholders.

The ideal candidate has 6+ years in ServiceNow with 3+ years leading ITSM deployments, expertise across Incident, Problem, Change, Service Catalog and CMDB, strong ITIL knowledge, hands-on Flow Designer and Integration Hub, plus excellent English communication.

Qualifications

• 6+ years of ServiceNow 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.
• Lead end-to-end ITSM implementations, enhancements, and platform upgrades.
• Oversee platform health, performance, and ongoing support activities.
• Lead and mentor developers, administrators, and analysts, while acting as the primary point of contact for business stakeholders and leadership teams.

Skills

ServiceNow

ITSM

Leadership

Stakeholder management

Communication

English

Tools

Flow Designer

Integration Hub

Client Scripts

UI Policies

Service Catalog

CMDB

REST Integrations

SOAP Integrations

Job description

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.ResponsibilitiesLead the implementation and optimization of core ITSM modules, including Incident Management, Problem Management, and Change ManagementExtend leadership to Request Management, Knowledge Management, Service Catalog, CMDB & Asset Management, and Major Incident ManagementDrive ITIL-aligned process improvements and service management best practicesCollaborate with business and IT stakeholders to identify opportunities for process automation and operational excellenceEstablish governance and operational standards for ITSM processesLead end-to-end ITSM implementations, enhancements, and platform upgradesGather requirements, conduct workshops, and translate business needs into scalable solutionsDesign and configure applications, workflows, forms, UI policies, business rules, and integrationsOversee platform health, performance, and ongoing support activitiesManage production incidents, root cause analysis, and service improvement initiativesLead and mentor developers, administrators, and analysts, while acting as the primary point of contact for business stakeholders and leadership teamsDrive continuous improvement initiatives and adoption of new capabilities, including AI-powered featuresRequirements6+ years of ServiceNow experience with at least 3+ years leading ITSM implementationsExpertise in Incident Management, Problem Management, Change Management, Request Fulfillment, Knowledge Management, Service Catalog, and CMDBUnderstanding of ITIL processes and service management frameworksExperience configuring and customizing ServiceNow applications and workflowsHands-on experience with Flow Designer, Integration Hub, and Business RulesHands-on experience with Client Scripts, UI Policies, Service Catalog, and CMDBExperience with REST and SOAP integrationsKnowledge of ServiceNow platform architecture and best practicesStrong stakeholder management and consulting skillsProven ability to lead cross-functional teams and large-scale implementationsExcellent problem-solving and decision-making capabilitiesStrong written and verbal communication skills, with a customer-centric mindset focused on service excellenceProficiency in English at a B2+ levelNice to haveExperience implementing AI-driven service management capabilities such as Now Assist for ITSM, Virtual Agent, predictive intelligence, and workflow automationExperience defining ITSM KPIs, SLAs, OLAs, and operational dashboards for executive reportingExposure to enterprise-scale transformation programs and platform governanceWe offerWe gather like-minded people:Top tech minds driving innovation in AI, cloud and digital platform modernizationSupportive team and agile, startup-like cultureHybrid by design mode and opportunity to work remotely within PolandChance to work abroad for up to 60 days annuallyBusiness-driven relocation opportunitiesWe provide growth opportunities:Career development programsThought leadership, mentoring, soft skills and well-being programsCertification (Anthropic, Gemini, GCP, Azure, AWS)English classesWe cover it all:Stable payParticipation in the Employee Stock Purchase Plan with a 15% discountBenefits package (health insurance, multisport, shopping vouchers)Referral bonuses up to $2,000Offices featuring entertainment and relaxation zones, table tennis and football, free snacks, coffee and moreCorporate, social and well-being eventsPlease, note:Benefits listed above are available to employees onlyWe are open for working with Contractors. Terms of B2B cooperation agreements are agreed individuallyWe will reach out to selected candidates exclusivelyEPAM 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.