Skip to content
Jakub Zajíc ServiceNow · Bern
Menu

Independent · Bern, Switzerland

Senior ServiceNow Consultant & Platform Specialist in Bern

Since 2016 I have been helping organisations get more out of ServiceNow — CSM, ITSM, HR Service Delivery and CMDB/CSDM. From the first workshop and developer-ready user stories to clean, upgrade-safe delivery. Remote, or on-site across Switzerland.

Availability: Available from November 2026 Remote & on-site · 40–100 %

Book a 20-min call See packages
Portrait of Jakub Zajíc

  • ServiceNow since 2016

    9+ years hands-on

  • 4 ServiceNow certifications

    CSA · CAD · CIS-ITSM · CIS-CSM

  • 20+ organisations

    Regulated and complex environments

Federal administration · Public transport · GxP pharma · Energy · Banking · Higher education

01 — What I do

What I do

Seven areas I work in every week. Open a category to see the details — each one is backed by real projects.

01 Development & configuration Upgrade-safe builds — out of the box first, custom code only where it pays off. 10 items
  • Flow Designer
  • Service Catalog
  • Service Portal
  • Scoped apps
  • Server-side scripting: Business Rules, Script Includes, scheduled jobs
  • Client-side logic: Client Scripts, UI Policies, UI Actions
  • Flow Designer flows, subflows and actions; IntegrationHub
  • Service Catalog: catalog items, variable sets, order guides, approvals and ordering restrictions
  • Service Portal and Employee Center widgets (AngularJS, HTML, CSS)
  • Scoped applications — e.g. customer-facing service packages before an out-of-the-box solution existed
  • Data imports: data sources, transform and field maps, bulk-upload templates
  • Automated Test Framework (ATF) regression tests
  • Update sets, release management and clean instance hygiene
  • AI-assisted development — every line reviewed by me
02 Modules Hands-on depth in the modules most organisations run on. 7 items
  • ITSM
  • CSM
  • HRSD
  • CMDB/CSDM
  • ITSM: Incident, Problem, Change, Request, Knowledge, SLAs
  • Customer Service Management: case management, workspaces, assignment rules, SLAs, customer portal, omnichannel
  • HR Service Delivery and Employee Center: HR portal, HR cases, knowledge, reporting
  • Employee Service Center (ESC)
  • CMDB and CSDM, ITOM foundations: building the CMDB, data quality, CI models
  • Platform and Performance Analytics: dashboards and KPIs
  • Working knowledge: Field Service Management, SPM/PPM, Application Portfolio
03 Analysis, requirements & user stories Turning business needs into developer-ready stories — and testing that they were built right. 7 items
  • Demand intake
  • Workshops
  • User stories
  • Scrum
  • Demand intake: intake forms, scoping and workshops with business units
  • Workshop facilitation for ITSM, CMDB/ITOM and employee services
  • Process design along ITIL; gap analysis with an out-of-the-box focus
  • Developer-ready user stories with clear acceptance criteria
  • Backlog refinement and sprint planning (Scrum)
  • Story testing, validation before release and release preparation
  • Roadmaps and documentation (Confluence, SOPs, Miro)
Sample story · Fictional example of how I write stories.
As a service desk agent, I want laptop requests to need the line manager’s approval only from CHF 2’000, so that standard equipment is delivered without waiting.

Acceptance criteria

  1. Given a request below CHF 2’000, no approval is created and fulfilment starts immediately.
  2. Given a request of CHF 2’000 or more, the requester’s line manager receives an approval task.
  3. A rejection notifies the requester, including the reason.
  4. Both paths are covered by an ATF test.
04 Integrations Connecting ServiceNow to the systems around it — reliably and traceably. 5 items
  • REST/SOAP
  • IntegrationHub
  • Identity & access
  • CMDB
  • REST and SOAP web services, IntegrationHub spokes
  • eOrder integration that reduced manual effort and costs
  • CMDB, monitoring and SCCM integrations; consolidating legacy CMDBs
  • Identity and access: AD groups and automations, SSO approvals, role and training provisioning
  • Systems in regulated environments: quality, learning, lab and validation tools; SAP role requests; vulnerability management
05 Platform operations, health checks & upgrades Keeping the platform healthy: support, root-cause analysis and upgrades without surprises. 8 items
  • L2/L3
  • Root cause
  • Upgrades
  • GxP
  • L2/L3 support, technical escalations and trend analysis
  • Root-cause analysis: flow timeouts and re-triggers, failed imports, approvals, login issues
  • Access, role and licence management
  • Queue and board management with weekly operations reporting
  • Removing obsolete customisations and technical debt
  • Family-release upgrades and regression testing
  • Validation before release in GxP-regulated environments
  • Handovers between partners and knowledge transfer
06 AI on ServiceNow Practical AI: get the foundations ready, then switch on the use cases that pay off. 4 items
  • Now Assist
  • AI Agents
  • AI Search
  • Virtual Agent
  • Now Assist and AI Agents readiness: data, knowledge and process quality
  • AI Search for portals and knowledge bases
  • Virtual Agent and chatbots for case creation and routing
  • Use-case selection and roadmap — what to switch on first
07 Delivery lead & enablement Leading delivery — and leaving teams stronger than I found them. 6 items
  • Delivery lead
  • Workshops
  • Mentoring
  • Coaching
  • Delivery lead for ServiceNow implementations; team coordination
  • HR scope (portal, case management, knowledge, reporting) delivered in 4 months for 65’000 employees in 76 countries
  • Four ITSM workshops on a tight schedule
  • Mentoring and training new ServiceNow developers
  • Projects for clients across Europe
  • Certified Professional Coach — useful when stakeholders need to align

02 — Work

Selected work

Client names are withheld here; references and details on request.

03 — AI

AI — on the platform and in my workflow

Practical, reviewed and careful with your data.

  1. On the platform

    Now Assist and AI Agents readiness, AI Search and Virtual Agent. I delivered a CSM self-service portal with AI Search and a chatbot that creates and routes cases.

  2. In my workflow

    AI coding assistants (Claude Code, Codex, Gemini) and local LLMs for prototypes, test scripts, documentation and code review. I review every output before it reaches your instance — you get more done per paid hour. On the side I build and run my own AI tools, self-hosted on my own hardware.

  3. Rules for your data

    No client data in public AI tools without your written approval. Local models — or no AI — for sensitive environments. Everything I deliver belongs to you.

04 — Packages

Packages & pricing

Fixed prices for well-defined work. Longer projects are quoted individually.

Prices in CHF. No VAT is charged (not VAT-registered).

Hour packages are remote by default and also cover on-site work — see the zones below.

How ordering works

  1. 01 Request a package — non-binding.
  2. 02 I confirm scope and start date within one business day.
  3. 03 You receive a prepayment invoice with a Swiss QR-bill.
  4. 04 We start once it is paid.

05 — On-site

Remote-first. On-site where it adds value.

Kick-offs, workshops and go-lives work best in the same room. Everything else runs remote. I am based in Bern — Zürich and Basel are under an hour by train.

On-site coverage from Bern Map of Switzerland centred on Bern, showing the cities in three on-site zones. Thun Fribourg Biel/Bienne Olten Neuchâtel Solothurn Interlaken Basel Zürich Lucerne Lausanne Geneva St. Gallen Lugano Bern

Map data: Natural Earth.

  • Zone A · Bern region

    Thun, Fribourg, Biel/Bienne, Olten, Neuchâtel, Solothurn

    As often as needed — up to 3–5 days a week

    Travel: Included

  • Zone B · Mittelland and major hubs

    Interlaken, Basel, Zürich, Lucerne, Lausanne

    Typically 2–3 days a week

    Travel: Train time counts as working time; no travel expenses

  • Zone C · Rest of Switzerland, Germany, Austria

    Geneva, St. Gallen, Lugano

    On request — workshops, kick-offs, go-lives

    Travel: Train time counts as working time; hotel and trips abroad at cost

On-site hours: +10% surcharge.

Outside the Bern region, train time counts as working time: I work on your topics on the way, billed like remote work. A day in Zürich is, for example, six hours at your office plus two on the train. Need me on-site for the full eight hours? Then the train time comes on top.

Package hours work on-site too: on-site hours count ×1.1, train time 1:1.

Remote: anywhere, Central European Time.

06 — Experience & certifications

Experience & certifications

Nine years of ServiceNow delivery across consultancies, partners and client teams.

  1. 07/2026 – 09/2026

    ServiceNow Platform Specialist (contract)

    Swiss pharma company (GxP), via a staffing agency · Switzerland

    • Platform operations and L2/L3 ITSM support
    • Demand intake, user stories with acceptance criteria, testing

  2. 02/2024 – 12/2025

    Senior Technical Consultant (ServiceNow)

    DXC Technology Switzerland · Bern

    • CSM for a Swiss public transport company
    • ITSM and eOrder integration for a regional railway
    • CMDB/ITOM and ESC roadmap for a university

  3. 09/2022 – 07/2023

    Consultant / Team Lead (ServiceNow)

    Accenture · Bern

    • Delivery lead for ServiceNow implementations
    • ITSM workshops, requirements, stories, development

  4. 10/2021 – 08/2022

    Travel and personal development

    Career break · Mexico and Europe

  5. 02/2019 – 10/2021

    Software Engineer (ServiceNow)

    FROX AG · Bern

    • ITSM, CSM and HRSD implementations for Swiss organisations
    • Led an HRSD implementation for an energy company

  6. 07/2016 – 01/2019

    ServiceNow Consultant

    Devoteam · Prague

    • ITSM and HR projects for international clients
    • Technical lead and project management; trained new developers

  7. 2010 – 2016

    HR, recruiting, QA and business roles

    Before ServiceNow · Prague

    • QA analyst at ExxonMobil, HR consulting and talent sourcing, business management

Certifications

  • CSA Certified System Administrator ServiceNow
  • CAD Certified Application Developer ServiceNow
  • CIS-ITSM Certified Implementation Specialist – IT Service Management ServiceNow
  • CIS-CSM Certified Implementation Specialist – Customer Service Management ServiceNow
  • ITIL ITIL® Foundation v3 in IT Service Management Axelos
  • CPC Certified Professional Coach Coachingworld

Training

  • PRINCE2® and Agile Scrum introduction (TayllorCox)
  • ISMS / ISO 27001 introduction

07 — How I work

How I work

  1. 01

    Listen first

    20 minutes, free, coaching-style: I ask and listen — goals, constraints, stakeholders — before I propose anything.

  2. 02

    Proposal

    Within 2 business days: scope, package or estimate, start date.

  3. 03

    Delivery

    Weekly check-ins, clean update sets, ATF where it matters, documentation as I go.

  4. 04

    Transparency

    A monthly activity report: date, hours and what was done.

  5. 05

    Handover

    Documentation and knowledge transfer. No lock-in.

08 — About

About me

I’m Jakub — Czech by birth, in Bern since 2019. I studied business economics and worked in HR and recruiting before I came to ServiceNow in 2016. That background still helps: I speak the language of the business and of developers, and translate between the two.

Since then I have delivered ServiceNow for public transport, the federal administration, pharma, energy, banking, media and higher education — at Devoteam, FROX, Accenture and DXC, and now independently.

I work like a coach before I work like a consultant — I’m a certified professional coach. First I listen: to platform owners, process owners, the service desk and the business. Only then do I propose a solution. I bring calm to busy projects, patience to every stakeholder, and I go deep before I go fast.

What you can expect: out of the box first, upgrade-safe solutions, clear documentation and honest estimates.

Outside work I’m in the mountains — hiking, via ferratas, skiing — or on the water: lakes, rivers and the sea, with a canoe, SUP or wakeboard.

Languages

Czech
native
English
C1
German
B1 — small talk and introductions, courses ongoing
Spanish
A2

Education

  • Ing. (MSc), Sustainable Rural Development in the Tropics and Subtropics

    Czech University of Life Sciences Prague · 2014 – 2016

  • Bc., Business Economics and Management

    Prague University of Economics and Business · 2009 – 2013

09 — FAQ

Questions & answers

Do you work directly or through agencies?

Both. You can engage me through your preferred staffing partner or supplier list — or directly. Direct engagements currently run through a payrolling partner: a standard contract for you and no risk of disguised self-employment. Every offer names the contracting party.

When can you start?

Available from November 2026. Hour packages usually start within a week of payment; projects by agreement.

Do you work on-site?

Yes — remote-first, on-site where it adds value. In the Bern region as often as needed; in Zürich, Basel, Lucerne or Lausanne typically 2–3 days a week; elsewhere on request. Outside the Bern region, train time counts as working time — I work on your topics on the way.

Which languages do you work in?

English (C1) for workshops, specifications and documentation. My German (B1) covers small talk and a proper round of introductions; once it gets technical, we are faster in English — and I keep working on it. Czech is my native language.

How do hour packages work?

You prepay a bundle of remote hours. I bill in 15-minute increments and send a monthly activity report. Hours stay valid for 6 to 12 months, depending on the package.

Will you put our data into AI tools?

Not without your written approval. Client data never goes into public AI services by default; for sensitive work I use local models — or no AI at all. Everything I deliver belongs to you.

Can you work within our security setup (VPN, Citrix, managed devices)?

Yes. I am used to federal and GxP environments with strict access rules and sign NDAs as standard.

Can you take over or review an existing implementation?

Yes. It usually starts with a Platform Health Check: what is there, what is risky and what to fix first.

How do you invoice?

Packages: a prepayment invoice with a Swiss QR-bill. Projects: monthly, in arrears. No VAT is charged at the moment.

10 — Contact

Let's talk

Tell me briefly what you need. I reply within one business day.

Location
Bern, Switzerland
How should we work? *

A few sentences are enough: goal, modules, timeline.

Non-binding. I reply within one business day.