Poland onlyProject - the aim you'll have
Join our team to build a new ServiceNow instance focused on B2B Customer Service Management (CSM) and IT Service Management (ITSM) with a clean CMDB aligned to CSDM 5.0. You’ll implement product features the right way (configuration first, minimal scripting), wire up priority integrations and help us land measurable improvements in SLA, MTTR and process compliance.
Position - how you'll contribute
- Build: Configure and extend CSM & ITSM (Incidents/Cases, Change, Problem, Request), Agent Workspaces, Service Catalog, SLA, Knowledge, email & Teams communications.
- ITOM, CMDB/CSDM: Model services and CIs, set up IRE rules, event management, import sets/transform maps, health dashboards, relationship mapping.
- Integrations: Implement secure, upgrade-safe integrations using IntegrationHub, MID Server and REST/webhooks.
- Access & data: Support LDAP group–based role mapping, review ACL/RBAC for MVP processes; follow platform security hardening guidance.
- Automation & Flow: Orchestrate Day-0/Day-2 activities via Flow Designer; design clean, reusable sub-flows.
- Quality: Write ATF tests, participate in code/config reviews, maintain update sets/app repo, and support the Dev → Test → Prod pipeline.
- Analytics: Build essential reports and Performance Analytics (basic) for operations dashboards.
- Documentation: Contribute to Solution Designs, SOPs and user guides; log risks in RIDAC (within SPM).
- Hypercare/BAU: Support go-live and early life stabilization for the new instance.
Expectations - the experience you need
- 3–6+ years hands-on ServiceNow development (JavaScript/Glide, Business Rules, Client Scripts, UI Policies/Actions, Scripted REST).
- Proven delivery in ITSM and/or CSM (workspace configuration, Case/Incident flows, SLAs, catalog & approvals).
- Strong CMDB/CSDM understanding (CSDM 5.0, IRE, class model, relationship design, import sets).
- IntegrationHub & MID Server experience (secure REST, credentials, error handling, retries).
- Solid grasp of ITIL v4 practices; can translate process to platform, OOTB-first.
- Comfortable with ATF, update sets/app repo, and controlled releases.
- Excellent English communication; stakeholder-friendly, concise and structured.
Additional skills – the edge you have
- Certifications: CSA, CIS-ITSM, CIS-CSM, CAD (or equivalent track record).
- Experience with Performance Analytics, Workspaces, AWA.
- Familiarity with enterprise identity (LDAP groups, SSO via Azure AD).
- Exposure to infrastructure feeds (e.g., virtualization/config sources) and event-to-incident patterns.
Our offer – professional development, personal growth:
- Flexible employment and remote work
- International projects with leading global clients
- International business trips
- Non-corporate atmosphere
- Language classes
- Internal & external training
- Private healthcare and insurance
- Multisport card
- Well-being initiatives
- Position at: Software Mind Poland
Additional skills – the edge you have
- ServiceNow certifications such as Certified Application Developer, Certified Implementation Specialist (ITSM or CSM).
- Knowledge of ITOM as a secondary or “nice-to-have” skill.
Software Mind develops solutions that make an impact for companies around the globe. Tech giants & unicorns, transformative projects, emerging technologies and limitless opportunities – these are a few words that describe an average day for us. Building cross-functional engineering teams that take ownership and crave more means we’re always on the lookout for talented people who bring passion and creativity to every project. Our culture embraces openness, acts with respect, shows grit & guts and combines employment with enjoyment.
