Define the optimal technology architecture to support the new C2R model within a specific service line.
Develop user stories and use cases outlining the required system enhancements.
Create detailed process maps for the C2R framework, including roles and responsibilities (RACI), SLA, and KPI structures.
Design and recommend a future-state Connect to Resolve (C2R) model aligned with global best practices.
Lead the transformation of client query-handling processes within BPO, GBS, or SSC environments across functions such as IT, HR, and Finance.
requirements-expected :
Experience working closely with IT teams, developers, and operations to deliver agreed-upon outcomes within the ServiceNow ecosystem.
Proven ability to analyze business requirements and manage ServiceNow-related deliverables.
Hands-on experience with the ServiceNow platform in areas such as Finance & Control, Customer Service, Vendor Management, Communication, Sourcing & Procurement, Audit, Risk & Compliance, HR, and IT.
Familiarity with various Service Delivery Models (GBS, SSC, BPO, hybrid, BOT, etc.).
A solid understanding of Connect to Resolve / Query to Resolve processes.
Skill in building business cases from defined requirements.
General process knowledge of AP, AR, GL, and MDM (other areas considered an asset).
Fluency in English; knowledge of French or German is a plus.
offered :
Hybrid work model - approximately 40% of your time spent in the office (around 8-9 days per month), with the remainder working remotely. Offices are located in almost all major cities in Poland.
Flexible working hours - schedules can be adjusted to align with project needs and the client’s time zone.
Global projects - collaborate with teams and clients from across the world, including Europe, the U.S., and Asia.
International environment - daily communication in English, often with clients from outside Europe.
Mobility opportunities - optional business travel to client locations in Europe or globally, depending on the project.
Comprehensive benefits package - including private medical care, life insurance, and a cafeteria system (e.g., Multisport, vouchers, event tickets).
Annual performance bonus and project-based incentives.
Language learning support and a referral bonus program.
Access to wellbeing platforms and health-oriented initiatives.
Team-building events and company gatherings - both local and international.
benefits :
sharing the costs of sports activities
private medical care
sharing the costs of foreign language classes
sharing the costs of professional training & courses
