Senior ServiceNow ITSM Lead (AI-Driven)

EPAM Systems

Warszawa

Hybrid

PLN 180,000 - 260,000

Full time

14 days+

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Benefits offered by this job

Hybrid work mode

Relocation opportunities

Health insurance

Stock Purchase Plan

Job summary

EPAM Systems in Warsaw is seeking an experienced Lead ServiceNow Developer (ITSM) to drive design, implementation, and optimization of ITSM solutions. You will guide delivery teams and collaborate with business and IT stakeholders to deliver scalable, AI-enabled enhancements.

The role requires 6+ years in ServiceNow, strong ITIL knowledge, and hands-on expertise with incident, problem, change, and CMDB. Hybrid work options are available; relocation or international projects may be possible.

Qualifications

6+ years of ServiceNow experience and at least 3+ years leading ITSM implementations.
Expertise in Incident Management, Problem Management, Change Management, Request Fulfillment, Knowledge Management, Service Catalog, and CMDB.
Understanding of ITIL processes and service management frameworks.
Hands-on experience with configuring and customizing ServiceNow applications and workflows.
Experience with REST and SOAP integrations.
Strong stakeholder management and cross-functional leadership.

Responsibilities

Lead the implementation and optimization of core ITSM modules, including Incident Management, Problem Management, and Change Management
Extend leadership to Request Management, Knowledge Management, Service Catalog, CMDB & Asset Management, and Major Incident Management
Drive ITIL-aligned process improvements and service management best practices
Collaborate with business and IT stakeholders to identify opportunities for process automation and operational excellence