Jakub Zajíc

Summary

Senior ServiceNow consultant and platform specialist with 9+ years in ITSM, CSM, HRSD and CMDB/CSDM — technical consulting, development, demand engineering and platform operations in regulated and complex environments (federal administration, public transport, GxP pharma, energy, banking, higher education). Experienced delivery lead and workshop facilitator who turns business requirements into developer-ready solutions.

Core competencies

Development & configuration

Flow Designer · Service Catalog · Service Portal · Scoped apps

Modules

ITSM · CSM · HRSD · CMDB/CSDM

Analysis, requirements & user stories

Demand intake · Workshops · User stories · Scrum

Integrations

REST/SOAP · IntegrationHub · Identity & access · CMDB

Platform operations, health checks & upgrades

L2/L3 · Root cause · Upgrades · GxP

AI on ServiceNow

Now Assist · AI Agents · AI Search · Virtual Agent

Delivery lead & enablement

Delivery lead · Workshops · Mentoring · Coaching

Experience

1. 07/2026 – 09/2026 ServiceNow Platform Specialist (contract) · Swiss pharma company (GxP), via a staffing agency 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 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 Delivery lead for ServiceNow implementations · ITSM workshops, requirements, stories, development
4. 02/2019 – 10/2021 Software Engineer (ServiceNow) · FROX AG ITSM, CSM and HRSD implementations for Swiss organisations · Led an HRSD implementation for an energy company
5. 07/2016 – 01/2019 ServiceNow Consultant · Devoteam ITSM and HR projects for international clients · Technical lead and project management; trained new developers