If you have the expertise to design and govern Global Service Request & Problem Management processes and you are eager to lead the end-to-end ServiceNow transformation within a high-performing GBS environment - APPLY!
what we offerA key role in digital transformation within a strategic and rapidly growing Business Unit
Full ownership of end-to-end design, governance, and continuous improvement of GBS ticket management processes across all ServiceNow applications
An efficient recruitment process, consisting of 1-2 stages directly with the Client
An employment contract directly with the Client, with a perspective for a long-term cooperation
Annual bonus based on performance
MyBenefit platform (including subsidies for Multisport cards)
Internet and electricity allowance for remote work
Increased employer contribution to the Employee Capital Plan (PPK) - up to 3%
Additional vacation days based on your length of service
Hybrid work model (typically 2 days in the office and 3 days from home)
Flexible start times between 7:00 AM and 9:00 AM
- Own and govern the GBS Service Request Management, Case Management, Incident Management and Problem Management processes across all ServiceNow modules and service towers
- Define and maintain process standards, workflows, and policies, ensuring alignment with GBS and enterprise service management frameworks
- Monitor SLA and service performance, identifying root causes of recurring issues, inefficiencies, or bottlenecks
- Lead problem management practices, ensuring timely root cause analysis, corrective actions, and prevention of repeat incidents
- Partner with service tower leads and regional delivery teams to ensure consistent ticket categorization, routing, and resolution quality
- Collaborate with the ServiceNow platform and automation teams to optimize workflows and enhance the end-user experience
- Drive “shift-left” initiatives leveraging self-service portal, GenAI chatbots, and improved knowledge content to reduce ticket volume and improve first-contact resolution
- Conduct trend and data analysis to identify improvement opportunities and support continuous service performance optimization
- Partner with IT and Transformation leads to ensure integration of process enhancements into the broader ServiceNow roadmap
- 5+ years of experience in service management, GBS operations, or shared services
- Strong background in Request, Incident, and Problem Management (ITIL or ESM frameworks)
- Experience managing ServiceNow environments particularly request, case, and problem modules
- Proven ability to analyze operational data and translate insights into actionable improvements
- Exposure to automation, AI / chatbot, and self-service enablement initiatives
- Demonstrated success in cross-functional collaboration and influencing without direct authority
- Relevant certifications are advantageous: ITIL v4, ServiceNow Process Owner, or Problem Management Specialist
- Analytical and data-driven with a continuous improvement mindset
- Customer-centric with a passion for simplifying and digitizing the user experience
- Confident facilitator who can engage both business and technical teams
Employment agency entry number 47
this job offer is intended for people over 18 years of age
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