Lead ServiceNow ITSM Architect & Delivery Lead

EPAM Systems; Poznań; Hybrid; PLN 180,000 - 320,000; Full time

Benefits offered by this job

Hybrid work model

Remote work within Poland

Opportunities to work abroad

Relocation opportunities

Certification programs (Anthropic,Gem-

Job summary

EPAM Systems seeks an experienced Lead ServiceNow Developer to spearhead the design, implementation and optimization of ITSM solutions. You will lead delivery teams, mentor staff and collaborate with业务 and IT stakeholders to define automation opportunities.

The role requires hands-on ServiceNow expertise, strong stakeholder management and a customer-centric approach, with hybrid work options and Poland-wide remote flexibility.

Qualifications

• 6+ years of ServiceNow experience with at least 3+ years leading ITSM implementations.
• Expertise across Incident, Problem, Change Management, Request Fulfillment, Knowledge Management, Service Catalog and CMDB.
• Hands-on configuring and customizing ServiceNow applications and workflows.
• Experience with Flow Designer, Integration Hub and Business Rules.
• Proven ability to lead cross-functional teams and manage stakeholders.
• Strong written and verbal communication, customer-centric mindset.

Responsibilities

• Lead the design, implementation, enhancement and support of ITSM solutions across modules.
• Extend leadership to Request Fulfillment, Knowledge Management, Service Catalog, CMDB & Asset Management, and Major Incident Management.
• Drive ITIL-aligned process improvements and best practices.
• Collaborate with stakeholders to identify automation opportunities.
• Establish governance and operational standards for ITSM processes.
• Lead end-to-end ITSM implementations and platform upgrades.
• Gather requirements, conduct workshops and translate needs into scalable solutions.
• Design and configure applications, workflows, forms, UI policies and integrations.
• Oversee platform health, performance and ongoing support activities.
• Mentor developers, administrators and analysts and act as primary contact for leadership.
• Drive continuous improvement and adoption of AI-enabled capabilities.

Skills

ServiceNow

ITSM

Incident Management

Problem Management

Change Management

Workflow Design

REST/SOAP Integrations

Stakeholder Management

Tools

Flow Designer

Integration Hub

Business Rules

Client Scripts

UI Policies

Service Catalog

CMDB

Job description

EPAM Systems seeks an experienced Lead ServiceNow Developer to spearhead the design, implementation and optimization of ITSM solutions. You will lead delivery teams, mentor staff and collaborate with业务 and IT stakeholders to define automation opportunities.

The role requires hands-on ServiceNow expertise, strong stakeholder management and a customer-centric approach, with hybrid work options and Poland-wide remote flexibility.