ServiceNow Specialist (Knowledge Management & ITSM)

Be | Shaping the Future Poland has a proven position of being a reliable partner for financial services organisations to analyse complex requirements, find solutions and implement them in their entirety, regardless of their complexity. Since the foundation of Be Poland in 2013, we have been continually expanding and customising our spectrum of services. Today, we are privileged to have in our team the best individuals in each sector we operate within the financial services industry.

ServiceNow Specialist (Knowledge Management & ITSM)

Fluent German & English needed

Location: EU (remote role)

Our client is seeking support in the areas of ServiceNow Knowledge Management and IT Service Management. The goal is to ensure a stable, high‑quality operation and continuous enhancement of the ServiceNow platform. The focus includes process definition, technical implementation, data quality, and support for ITSM‑related use cases (IMAC, CMDB, integrations).

Tasks and Responsibilities

Knowledge Management

• Design, documentation, and maintenance of Knowledge Management processes and use cases

• Definition of content creation, approval, and lifecycle processes (versioning, archiving)

• Implementation and monitoring of quality assurance and feedback processes

• Preparation of materials for KM committees and decision-making bodies

• Ensuring audit‑compliant implementation within ServiceNow

ServiceNow Platform Administration

• Development and maintenance of reports, dashboards, and Performance Analytics

• Participation in admin meetings and refinement sessions

• Support in planning and implementing technical requirements

ITSM / IMAC / CMDB

• Analysis and inventory of existing artifacts (flows, business rules, scripts, jobs)

• Classification and derivation of actions (deactivation, modification, replacement)

• Contribution to integrations (e.g., SAP, cost center structures) and data quality improvements

• Support in data mapping and CMDB-related topics

Quality & Analysis

• Analysis of data and process deviations

• Support in root cause analysis (imports, interfaces, data policies)

• Contribution to sustainable improvements in data quality and process stability

• Collaboration with ServiceNow administrators and process owners

• Coordination with business units and participation in projects

• Attendance in regular meetings and management formats

Required Skills

• Excellent German and English language skills

• Several years of experience with ServiceNow (ITSM and Knowledge Management)

• Experience in ServiceNow administration and reporting

• Knowledge of CMDB, IMAC, and ITSM processes

• Experience with data analysis, integrations, and data quality management

• Strong understanding of ITIL

• Independent working style and hands‑on mentality

• Strong teamwork and communication abilities

Why join

• Competitive remuneration on B2B contract

• Private healthcare (Medicover)

• Multisport card

• Access to Mindgram – mental health & well-being platform

• Free gym at Q22

• Personal development – internal online / onsite BeTalks

• Referral Bonus Program

• International environment