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 offer ...service request & problem management process owner.
- kraków, małopolskie
- posted 27 march 2026
- closes 30 september 2026
job details
summary
- kraków, małopolskie
- permanent
- pełen etat
- job categoryites, bpo & kpo
job details
A 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 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 issues
- 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 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
- Relevant certifications are advantageous: ITIL v4, ServiceNow Process Owner, or Problem Management Specialist
What success looks like:
- Proven ownership of global process frameworks in a GBS or shared service environment
- Demonstrated ServiceNow optimisation (not just usage)
- Evidence of reducing demand (shift-left, automation, self-service)
- Strong data-driven decision making (SLA, root cause, trend analysis)
- Ability to influence across towers without direct authority
Employment agency entry number 47
this job offer is intended for people over 18 years of age
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 offer ...A 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 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 issues
- 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 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
- Relevant certifications are advantageous: ITIL v4, ServiceNow Process Owner, or Problem Management Specialist
What success looks like:
- Proven ownership of global process frameworks in a GBS or shared service environment
- Demonstrated ServiceNow optimisation (not just usage)
- Evidence of reducing demand (shift-left, automation, self-service)
- Strong data-driven decision making (SLA, root cause, trend analysis)
- Ability to influence across towers without direct authority
Employment agency entry number 47
this job offer is intended for people over 18 years of age
experience
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