ServiceNow Product Lead (CSM)
At SPOC, we’re a team of passionate professionals and curious minds dedicated to helping businesses evolve through smart, impactful ServiceNow solutions.
Since 2010, we’ve been a trusted ServiceNow partner, delivering more than 300 successful projects and growing into one of Europe’s leading ServiceNow-focused consultancies.
Briefly about what we do
We specialise in end-to-end digital transformation — from strategic advisory to full implementation — empowering organisations to automate workflows, enhance efficiency, and stay ahead in a rapidly changing world.
At SPOC, we’re not just building a company — we’re cultivating a community driven by our core values: initiative, curiosity, autonomy, and respect. We encourage bold ideas, celebrate every success, and empower our people to make a real impact.
Key Responsibilities
- Design high-level product, process, and architectural concepts for areas such as CSM or other ServiceNow modules
- Recommend best practices in architecture, process design, integration, and ServiceNow platform usage, ensuring scalability and repeatability
- Implementation and maintenance projects of ServiceNow: building and improving the system and processes
- Working closely with customers to identify requirements and analyze them
- Working closely with the Sales and Presales teams to prepare customer offers
- Converting business requirements into technical language
- Preparing and conducting workshops, trainings, presentations, consultations, analyses and implementation concepts, collecting feedback from customers
- Defining the solution architecture using ready-made components and plugins, as well as custom functions, advising customers on the best approach
- Designing, configuring, developing and testing own solutions
- Assessing and preparing appropriate technical documentation and documentation for the customer
- Close cooperation with the internal project team, Presales team
- Technical consulting on the activation, configuration, integration and customization of ServiceNow products using configuration and, if necessary, scripts
- Coaching and mentoring other project team members, sharing best practices ServiceNow practices and knowledge
Skills we are looking for
- Experience in the area of process-business analysis, implementation and maintenance of ServiceNow platform
- Background in designing and architecting ServiceNow Customer Service Management (CSM) solutions
- Implementation experience based on ITIL and/or SCRUM methodology
- ServiceNow System Administrator certification
- Highly developed communication skills (spoken and written) covering all levels of management and technical and business audiences
- Strong ability to translate business requirements into scalable technical solutions
- Excellent English and Polish language skills – minimum C1
- Ability to work in a team and coordinate activities at different stages of projects
- Proactivity, focus on problem solving and finding improvements
- Willingness to learn and continuously explore new areas
- Highly developed analytical skills
- Willingness to undertake occasional business travel
Nice to have
- ITIL certification
- Higher education in IT area
- Experience in database design and implementation and management
- Experience in developing applications using databases
What we offer
Work
with a prestigious and fastest growing cloud platform in the world
Opportunity
for product specialization in the ServiceNow area
Employment
contract or B2B contract
Development
in the area of designing Service Management solutions using cloud computing and SaaS
Gain experience
in the design and implementation of IT processes, Enterprise Service Management solutions and project implementation in international teams
Guaranteed
training budget and coverage of all required certifications
Non-corporate style
and hybrid or remote working mode
Support
from mentors, access to knowledge portals and industry events
Private
medical care, team building events and other perks
Our perks
English lessons
So you're never at a loss for words, neither on vacation nor at work, take advantage of individual or group lessons with an english language instructor.
Trainings
We don't expect everyone to know everything, which is why we offer a wide range of training courses, so that skill development feels natural for everyone.
Work as you like
Most of us work in a home office mode, but if you prefer to work in one of our offices, they are located in the city centers.
Career paths
We have a planned career path for everyone, but at the same time we respect the plan you see for yourself.
Integration trips
What after work? We can have fun, but the rule is that what happened at the party stays at the party.
Kudos
We appreciate the smallest initiatives (which make our work better thanks to them).
