Work available from offices in several major cities in Poland: Krakow, Warsaw, Wrocław, Katowice, Poznań, Opole, Lublin, and Gdańsk.Tasks: Transform client BPO / GBS / SSC query-related processes in areas such as IT, HR, Finance Provide recommendations on the “To Be” Connect to Resolve model to align with global best-in-class standards Offer guidance on technology setup to meet the requirements of the transformed C2R model for specific service lines Prepare user stories and use cases to define system requirements and facilitate system adjustments Develop process maps for C2R, including roles and responsibilities (RACI), SLAs, and KPIs Required skills and qualifications: Practical experience with ServiceNow platform in areas such as Finance and Control, Customer Service, Vendor Management, Communication, Sourcing and Procurement, Audit Risk and Compliance, HR, and IT Understanding of Connect to Resolve / Query to Resolve processes and their application within ServiceNow Experience in analyzing and understanding the business need and managing ServiceNow requirements Experience collaborating with IT teams, developers, and operations to deliver solutions aligned with business objectives Strong capability to convert requirements into comprehensive business cases Knowledge of various Service Delivery Models (GBS/ SSC/BPO/hybrid/BOT etc.) Solid understanding of core financial processes such as Accounts Payable, Accounts Receivable, General Ledger, and MDM; additional process knowledge is advantageous Fluent in English; proficiency in additional languages such as French or German is a plus Offers: Competitive salary package aligned with industry standards Work in a hybrid model (twice a week in the office) Access to training tracks with certification opportunities (e.g., GenAI, Excel, Business Analysis, Project Management)  Comprehensive benefits package including health insurance, retirement plans, and wellness programs Opportunities for professional development and continuous learning Engagement in innovative projects within the healthcare sector Supportive and collaborative work environment The offer is for permanent job.