Senior Service Management Consultant 1 2 2 1

About us

Experience Role: Senior Service Management Consultant

Project/Team: SIAM

Location: Katowice/Kraków/Opole/ remote possible

Grade: C2

Position purpose

ITSM ServiceNow Analyst in collaboration with clients, ServiceNow architects and developers plays a key role in the implementation of Service Management practices within ServiceNow Platform based on Capgemini and industry standards. The role requires profound business acumen and understanding as well as thorough understanding of ServiceNow configuration and admin capabilities with use of agile methodology

Job description

As a ITSM ServiceNow Analyst you will join Project & Consulting capability, designing, developing and implementing processes, conducting research and performing analysis required to build respective modules within ServiceNow Platform. You will be capturing business requirements in a form of agile client stories, as well as testing configured functionalities end to end as soon as these have been developed.

Main accountabilities


1. Service Transition and Transformation projects

  • Design, test and transition solutions within ServiceNow Platform
  • Perform thorough data analysis, while engaged in migration projects, in order to provide requirements for developers enabling configuration and customization
  • Provide ‘Early Life Support’ - delivering Service Management and Service Integration services and handing over support to the future delivery teams
  • Design and execute E2E trainings and UAT2. Service Implementations
  • Assist in gathering core configuration requirements, translate these into design model and manage the overall implementation process in cooperation with developers
  • Capture customer’s and service providers’ requirements into stories, solution the approach and manage the overall implementation process in cooperation with developers3. Service Remediation projects
  • Assisting Delivery teams to rectify issues and improve service delivered to the customers against ServiceNow Platform Candidate’s profile
  • Expert organizational and time management skills with the ability to prioritise, self-starter able to work independently with minimum of supervision
  • Interpersonal skills, to help negotiate priorities and to resolve conflicts among project stakeholders; such as clients and internal team members
  • Strong analytical skills are needed to critically evaluate the information gathered from multiple sources, reconcile conflicts
  • Facilitation skills to assist gathering requirements in workshops and provide training to clients and internal team members


Mobility Requirements:

  • Ability to travel: ~30% travelling to EU (weekends at home), also team members can join projects in USA/ Canada/regions outside UE

Candidate’s profile



  • 2+ years of hands on experience in IT Service Integration design, transition or operations processes
  • 1+ years of hands on experience in business analysis and configuration or administration of 2+ modules of ServiceNow Platform – as a must
  • Understanding Scrum Methodology - as a must
  • Decompose high-level information into details•Familiarity of other Service Management Tools (such as BMC Remedy, ServiceNow, Jira)
  • Use of industry recognized technologies in order to facilitate work environment
  • Excellent command of English language•Demonstrate experience in communicating across all levels of an organization, at the most senior level Nice to have:
  • Experience in Service Request Management and Fulfillment, Service Catalogue
  • ServiceNow System Administration or ServiceNow Implementation Bootcamp certificates•Familiarity of automation solutions (IoT, Cloud, orchestrations etc.)
  • Experience in implementation of non-core ServiceNow modules (i.e. Service Portfolio, Service Offerings, etc.)•Experience in implementation of non-ITSM ServiceNow modules (i.e. HR, CSM, Security, etc.)
  • ServiceNow System Administration







Poziom doświadczenia:

Experienced Professional

Typ zatrudnienia:

Fixed-term Contract



Business units:

Cloud Infrastructure Services


Consulting & Business Transformation