Lead ServiceNow ITSM Architect — Remote/Hybrid

EPAM Systems; Polska; Hybrid; PLN 260,000 - 420,000; Full time

Benefits offered by this job

Hybrid work model

Remote within Poland

Relocation opportunities

English classes

Health insurance

Stock purchase plan (ESPP)

Job summary

EPAM Systems seeks an experienced Lead ServiceNow Developer (ITSM) to lead design, implementation, enhancement and support of IT Service Management solutions. You will guide delivery teams and act as a trusted advisor to business and IT stakeholders.

You will own end-to-end ITSM modules, drive process improvements, and mentor developers, administrators and analysts while coordinating with leadership to deliver scalable ITSM solutions.

Qualifications

• 6+ years of ServiceNow experience with ITSM implementations.
• Expertise in Incident, Problem, Change, and Request Fulfillment.
• Strong ITIL knowledge and service mgmt frameworks.
• Experience configuring ServiceNow workflows and integrations.
• Hands-on with Flow Designer, Integration Hub, and Business Rules.
• Excellent stakeholder management and leadership skills.
• English proficiency at B2+ level.

Responsibilities

• Lead the design, implementation and optimization of core ITSM modules.
• Extend leadership to Request, Knowledge, Service Catalog, CMDB and Major Incident.
• Drive ITIL-aligned improvements and best practices.
• Collaborate with stakeholders to identify automation opportunities.
• Establish governance and operational standards for ITSM.
• Oversee end-to-end ITSM implementations and upgrades.
• Mentor developers, admins and analysts; liaison with leadership.
• Drive adoption of AI-powered features and capabilities.

Skills

ServiceNow

ITSM

ITIL

Leadership

Stakeholder management

English (B2+)

Tools

Flow Designer

Integration Hub

Business Rules

REST APIs

SOAP APIs

CMDB

Service Catalog

Client Scripts

UI Policies

Job description

EPAM Systems seeks an experienced Lead ServiceNow Developer (ITSM) to lead design, implementation, enhancement and support of IT Service Management solutions. You will guide delivery teams and act as a trusted advisor to business and IT stakeholders.

You will own end-to-end ITSM modules, drive process improvements, and mentor developers, administrators and analysts while coordinating with leadership to deliver scalable ITSM solutions.