Senior ServiceNow ITSM Lead - Hybrid/Remote

EPAM Systems; Katowice; Hybrid; PLN 220,000 - 360,000; Full time

Benefits offered by this job

Hybrid work model

Remote work within Poland

Work abroad up to 60 days per year

Relocation opportunities

Career development programs

Mentoring and soft skills training

Certification programs (Anthropic, Gem

English classes

Health insurance

Multisport

Shopping vouchers

Employee Stock Purchase Plan with 15%

Referral bonuses up to $2,000

Job summary

EPAM Systems is seeking an experienced Lead ServiceNow Developer (ITSM) to guide design, implementation, and support of ITSM solutions in a hybrid Poland-based role. You will lead cross-functional teams, drive process improvements, and champion AI-enabled capabilities across Incident, Change, and Knowledge Management.

You will collaborate with business and IT stakeholders to translate needs into scalable ServiceNow solutions, while ensuring platform health, governance, and performance.

Qualifications

• 6+ years of ServiceNow experience, with at least 3+ years leading ITSM implementations.
• Expertise in Incident Management, Problem Management, Change Management, Request Fulfillment, Knowledge Management, Service Catalog, and CMDB.
• Strong ITIL understanding and experience configuring ServiceNow workflows.
• Hands-on experience with REST and SOAP integrations.
• Experience with Flow Designer, Integration Hub, and Business Rules.
• Experience with Client Scripts, UI Policies, Service Catalog, and CMDB.
• Excellent stakeholder management and consulting skills.
• Proven ability to lead cross-functional teams and large-scale implementations.
• Strong written and verbal communication; customer-centric service focus.
• Proficiency in English at a B2+ level.
• Nice to have AI-driven service management capabilities such as Now Assist, Virtual Agent, predictive intelligence.
• Experience defining ITSM KPIs, SLAs, OLAs, and executive dashboards.
• Exposure to enterprise-scale transformation programs and governance.

Responsibilities

• Lead implementation and optimization of ITSM modules (Incident, Problem, Change).
• Extend leadership to Request Fulfillment, Knowledge, Service Catalog, CMDB, Major Incident.
• Drive ITIL-aligned process improvements and best practices.
• Collaborate with stakeholders to identify automation opportunities.
• Establish governance and operational standards for ITSM.
• Lead end-to-end ITSM implementations, enhancements, upgrades.
• Gather requirements, run workshops, translate needs into solutions.
• Design and configure apps, workflows, forms, UI policies, and integrations.
• Oversee platform health, performance and support.
• Manage production incidents and RCA.
• Lead and mentor developers, admins, analysts; liaise with leadership.
• Drive continuous improvement and AI capabilities adoption.

Skills

Stakeholder management

Problem solving

Communication

English B2+

Tools

ServiceNow

Flow Designer

Integration Hub

REST

SOAP

Business Rules

Client Scripts

UI Policies

Service Catalog

CMDB

Job description

EPAM Systems is seeking an experienced Lead ServiceNow Developer (ITSM) to guide design, implementation, and support of ITSM solutions in a hybrid Poland-based role. You will lead cross-functional teams, drive process improvements, and champion AI-enabled capabilities across Incident, Change, and Knowledge Management.

You will collaborate with business and IT stakeholders to translate needs into scalable ServiceNow solutions, while ensuring platform health, governance, and performance.