ServiceNow Lead Architect & ITSM Pro Specialist

HCL Technologies Limited; Województwo małopolskie; On-site; PLN 180,000 - 250,000; Full time

Benefits offered by this job

Life insurance

Private medical care

MultiSport Card

Subsidy for glasses

Subsidy to language courses

Christmas and holiday bonuses

Clear career path in a growing multin'

Job summary

HCLTech is hiring a ServiceNow Development Lead & Architect in Poland to design, develop, and optimize ServiceNow solutions for enterprise clients. You will drive ITSM Pro, ITOM, and SAM Pro implementations, build dashboards, and create Knowledge Articles and training materials.

You will collaborate with client stakeholders, platform owners, and product managers to ensure governance, security, and timely delivery while prioritizing platform road-mapping and continuous improvement.

Qualifications

• 7–10 years of experience in ServiceNow design and implementation.
• Proven expertise in ITSM Pro, ITOM, and SAM Pro implementation and configuration.
• Experience with Performance Analytics, Knowledge Management, and user training/support.
• Strong oral and written communication skills.
• Ability to handle customer interactions, severity cases, and produce RCA for critical incidents.
• Demonstrated team handling and conflict management capabilities.

Responsibilities

• Lead ServiceNow design, development, and related activities as directed by client ServiceNow teams, platform, and product owners.
• Deliver assigned ServiceNow tasks and activities within designated projects, adhering to project plans and timelines.
• Implement and configure ITSM Pro, ITOM, and SAM Pro modules, ensuring alignment with target operating models and service propositions.
• Create and optimize Performance Analytics dashboards, Knowledge Articles, and user training materials.
• Provide user support and training for ServiceNow modules, tools, and functionalities.
• Support the client’s platform governance, architecture oversight, and technology road mapping.
• Ensure compliance with design authority, standards, and security requirements.
• Collaborate with stakeholders to produce Root Cause Analysis (RCA) for major and critical cases.
• Handle severity cases and facilitate conflict management within the team.
• Support integration efforts and the implementation of new ServiceNow capabilities as required.
• Maintain flexibility to accommodate changing priorities as communicated by product and platform owners.

Skills

ServiceNow

ITSM Pro

ITOM

SAM Pro

Performance Analytics

Knowledge Management

User Training

Communication

Team Leadership

RCA & Incident Handling

Education

ServiceNow Certifications

Tools

ServiceNow Platform

Job description

HCLTech is hiring a ServiceNow Development Lead & Architect in Poland to design, develop, and optimize ServiceNow solutions for enterprise clients. You will drive ITSM Pro, ITOM, and SAM Pro implementations, build dashboards, and create Knowledge Articles and training materials.

You will collaborate with client stakeholders, platform owners, and product managers to ensure governance, security, and timely delivery while prioritizing platform road-mapping and continuous improvement.