ServiceNow Experts in Austria
to streamline service operations with vetted freelancers matched by AIHire experts who configure ITSM workflows, connect enterprise systems through IntegrationHub and build employee service experiences with ServiceNow. FRATCH matches you quickly and precisely with vetted, available freelancers.
Meet FRATCH Experts in Austria, who have recently used ServiceNow
Alexander P.
Last position:
Owner & Lecturer at Own company for AI governance and data products, Vienna
- Consulting and interim management at the interface between IT operations and regulation
- Impact analysis and implementation planning for NISG 2026 and the EU AI Act, including risk management and reporting and evidence processes
- Training for governing bodies and employees on regulatory obligations
- Lectures in Data & Information Management and Human-Machine Interaction at University of Applied Sciences Burgenland, since 2023
- Supervision of master’s theses and participation in the examination board
- Presentations for business and educational institutions
- Design and development of data and AI products, platforms and pipelines
- Privacy-first architectures and zero-knowledge encryption, cloud-native on EU infrastructure
- MLOps and AIOps in live operations
- Own applications under own brand: shared codebase, separate delivery for each target device
- AI-assisted software development (vibe coding), complete agentic pipelines, code generation, implementation, automated testing, CI/CD and release cycles
- Publications on the EU AI Act, NIS2, DORA, CRA and CER as an integrated governance system
- Publications on data sovereignty, cloud economics and industrial image processing
- AI governance / compliance: data quality, Responsible AI, EU AI Act readiness, risk classification, AI ethics
Jerry B.
Last position:
Owner at DIGIPM Consulting e.U.
From 02/2023 to 05/2024: IT interim manager within an international construction chemicals group headquartered in Germany as Global TSA Manager in a carve-out project responsible for the IT workstream.
End-to-end management of an international IT carve-out and TSA program, including transition of five service providers, governance and operating structures, service continuity, provider performance, SLA/KPI and cost management, SIAM and supplier management, security services, operational readiness, and transition into stable operations.
From 06/2024: IT consulting in project management and IT service management areas, providing PM/PMO coaching and support.
Michael L.
Last position:
IAM Developer & IT Architect at Internationale Bank
Design and implementation of new functionalities in the areas of Lifecycle Management (LCM), Role Management (RLM) and Access Governance
Adjustment of the company-wide Segregation of Duties (SoD) matrix to ensure regulatory and internal compliance requirements
Further development and configuration of recertification processes
Creation and adaptation of custom workflows, rules and tasks in SailPoint IdentityIQ (BeanShell, XML, Java)
Use of static code analysis with SonarQube to ensure code quality and compliance with defined development standards
Regular code reviews within the development team to ensure quality, share knowledge and follow clean code principles
Work in an agile Scrum team with daily communication, sprint planning and reviews
Coordination with testers, test managers and business departments to ensure quality and smooth production rollout
Active involvement in release planning and deployment coordination, including test preparation, cutover activities and rollback strategies
Analysis and sustainable resolution of issues in the IAM production environment (2nd- and 3rd-level support)
Reproduction of complex errors, identification of root causes and implementation of lasting fixes
Creation of technical analyses and recommendations for operations and further development
Stefania D.
Last position:
Data Engineer at Storebox
Tech: AWS (Glue, Lambda, Redshift), Airflow, PostgreSQL, Python, PySpark, Metabase, Power BI
Delivered: Analytics-Ready Data Models • Legacy SQL to Cloud ETL Migration • Dynamic Pricing Engine
- Owned and evolved the company data warehouse end-to-end — from ingestion to transformation to analytics-ready dimensional data models on AWS Redshift.
- Collaborated with Analysts, Data Scientists, and business stakeholders to deliver scalable dimensional data models that enable self-serve analytics and streamline dashboarding in Metabase and Power BI.
- Architected end-to-end ETL/ELT pipelines on AWS (Glue, Lambda, Redshift) using Python and PySpark, orchestrated with Apache Airflow (MWAA) for reliability and observability.
- Defined and enforced data quality standards and governance practices across pipelines and the core data layer.
- Led migration of legacy SQL infrastructure into scalable AWS Glue pipelines with distributed PySpark processing, eliminating bottlenecks and reducing downtime.
- Developed a dynamic pricing engine applying automated promotional discounts based on occupancy rates, competitor pricing, and location performance tiers.
- Designed schema mappings to ingest MongoDB data into structured relational systems (Redshift/PostgreSQL).
Jörg P.
Last position:
Process Manager (70%) / Business Analyst (30%) at T-Mobile Austria GmbH (Magenta)
- BSS system implementation for B2B / transformation of the central B2B system landscape
- End-to-end business responsibility for defining, structuring and prioritizing key B2B business processes as part of a complex BSS transformation.
- Work in an agile, SAFe-like setup with multiple teams involved, along with regular coordination with business, IT, solution design and architecture.
- Translation of business requirements into implementable epics, features, user stories, process models and acceptance criteria as the basis for technical implementation.
- Close collaboration with solution design and architecture to assess technical dependencies, interfaces, data flows and system impacts.
- Management of target process design as the basis for implementation in Infonova BSS.
- Interface management between business departments, IT, architecture, development and operational units, including facilitation of cross-functional workshops.
- Ensuring process consistency, governance, decision-making capability and business acceptance as part of the system implementation.
Plamen M.
Last position:
Head of Service & Operations Management at Raiffeisen Bank International
- Shaping service management framework as part of head office of RBI
- Service owner overseeing IT cloud services, accountable for overall quality, lifecycle, and success
- Managing customer relationships and satisfaction for 10 business units ensuring smooth business continuity and operations
- Single point of contact and service/process owner providing T-shaped expertise in IT domains, cloud platforms and services (AWS, Azure, Kubernetes, Salesforce, ServiceNow, Jira, Orca, CRM, GitHub, SFMC)
- ITSM/ITIL implementation and mentoring including design, definition, mapping, and execution
- Change and release management, UAT/test assurance, major incident management, SDLC management
- Managing regulatory and audit requirements, DORA, GDPR, ITPF compliance and reporting
- Acting as a point of escalation for complex customer issues, resolving conflicts, fostering a customer-centric culture
- People management: leading and managing service delivery teams, DevOps, vendors, and third-party teams
- Cross-tribe service delivery and contract management: KPIs, SLAs, OLAs, RPO, RTO, BCM/SCM management
- Agile/Scrum process delivery governance, stakeholder communication, and budget/cost management
Zoran J.
Last position:
Technical Writer – Implementation of the BNPP IT PROD SEC Service Catalog at BNP Paribas Germany
Design, authorship and finalization of the IT PROD SEC service catalog with eight standardized security services (S-ID001–S-ID008).
Development of consistent service components & deliverables, RACI assignments and SLA and KPI definitions for each service.
Integration of BaFin document requirements under DORA into the service descriptions.
Coordination with IT, compliance, risk and operations teams to validate all service descriptions.
Specifically for governance & monitoring: definition of governance cadence, evidence delivery processes, audit support and definition of measurable KPIs and measurement methods.
Ensuring that all services are standardized, measurable and documented in an audit-proof manner.
Result: Approved service catalog with eight services as a binding basis for delivery, governance and audits; transparent SLAs/KPIs for each service and DORA/BAIT/MaRisk-compliant documentation with clear responsibilities and evidence trails.
Technologies and tools: Confluence, Jira, ServiceNow, Microsoft PowerPoint, Microsoft Visio, Office 365.
Martin A.
Last position:
Project management for reorganization of the logistics department at Strebelwerk GmbH
- Analysis and optimization of goods receipt, storage, inventory management, order picking and shipping
- Documentation of individual business processes
Tomas J.
Last position:
Senior Agile Project Management / Professional Scrum Mastery at BRZ - Federal Computing Center (Federal Ministry of Finance)
- Deputy project manager for one of the largest projects in the Customs Union Code program, CEIS CDA for the Federal Ministry of Finance
- Budget planning and control
- Negotiations and ongoing communication with all relevant stakeholders
- Risk identification and assessment, and development of risk mitigation strategies
- Creation and implementation of action strategies to achieve project goals
- Efficient resource planning and allocation to support project requirements
- Managing the release process using agile methods and coordinating sprints for analysis, development, and testing phases
- Process optimizations and regular reporting for progress monitoring and decision making
Raphael M.
Last position:
Team Lead / Head of Service Desk & Field Service at B&R Industrial Automation (ABB)
- Owned day-to-day IT operations for Service Desk, Field Service, and on-call support, ensuring business continuity for a multi-site environment
- Led the transition from Lotus Notes incident tracking to ServiceNow, defining process design, workflows, roles, and reporting
- Implemented a modern telephony system with integrated reporting, enabling real-time visibility of volumes, wait times, and SLA adherence
- Launched a customer self-service portal and on-site walk-in support model to improve first-contact resolution and user experience
- Designed, documented, and rolled out SLAs, delivering targeted training for engineers and stakeholders to drive adoption and compliance
- Acted as process owner for service operations, establishing operating procedures, request/change/incident interfaces, and quality controls
- Partnered with business and IS/OT stakeholders to prioritize demand, reduce operational risk, and improve service reliability
Alexander K.
Last position:
Senior Manager, Project Management, Scrum, Recruiting, Business Development, Sales at Accilium GmbH
- Focus on digital transformation in the energy and mobility sector, including SAP R3 transition to S/4HANA
- Project management and requirements engineering in the energy sector (workshops, requirement specification creation, process development)
- Advice on the mobility strategy for public transport/transport of Stadtwerke Wien
- Development of digital strategies for after-sales program at Daimler-Benz
Kalysbek A.
Last position:
ABAP and Fiori Developer at Hugo Boss AG
- Analysis of business needs, technical specifications and development of solutions within SAP S/4HANA
- Application development and maintenance with ABAP OO, SAP Gateway Builder, CDS Views, AMDP, Fiori, BRF+, SAP Fiori, RAP
- Refactoring, design and implementation of development objects from existing SAP-AFS infrastructure to new S4/HANA Fashion system
- Test driven development using ABAP Unit Test framework and peer reviews
- Extension of Fiori apps, standard programs, exits, BAdIs and enhancements
- Adaptation and performance optimization of ABAP custom code to make it HANA optimized
- Comprehensive technical documentation of concepts and solutions
Thomas L.
Last position:
Interim Director of Telecommunications Operations at Plusnet
- Leading and restructuring operations departments
- Transforming into a digital ISP
- Managing support for telecommunications services (FTTx, xDSL, voice, DWDM, access)
- Network operations center (NOC)
- Managing customer satisfaction
Christian M.
Last position:
Principal Consultant at Theo Förch GmbH & Co KG
- Industry: Wholesale
- Role: Implementation, Design, Strategy Consulting, Support, Troubleshooting, Performance Tuning, Architecture
- Scope: Company-wide
- Activities:
- Migration/upgrade execution and support for IBM Cognos Analytics and IBM Cognos Controller, Planning Analytics 2.1 (Planning Analytics Workspace (PAW), Planning Analytics Excel (PAFE), Cube Views, Multidimensional Expressions (MDX))
- Operational and Strategic Consulting and Support for the internal IT team in Installation, Configuration, Performance Tuning and Architecture, Security and Compliance
- System Environment: IBM Cognos Analytics 11.1x, IBM Planning Analytics Workspace 2.1, IBM Planning Analytics Excel 2.1, IBM Cognos Controller 11.1, Windows Server 2025, Windows Server 2022
Mateo H.
Last position:
SAP Userline, Request and Authorization Management at EBCONT
- User management and assignment of authorizations in SAP systems and connected systems
- Handling user requests via the ticket system
- Support in Identity and Access Management (IAM) and involvement in designing business roles
- Actively supporting customers with incidents and requests related to SAP authorizations
- Data preparation for audits and reviews
- Interface between customers, business units, developers and test management
Discover over 15,000 top freelancers
Statistics of experts using ServiceNow
Aggregated from the professional profiles of matched freelancers.
Experience
21 years
Position duration
2.6 years
Positions per freelancer
11
Top business areas
Information Technology, Operations, Project Management
Top industries
Information Technology, Banking and Finance, Professional Services
Certification focus areas
Information Technology, Project Management, Operations
Bachelor's degree or higher
88%
Master's degree or higher
82%
Certifications per freelancer
7
Most common languages
German, English, French
Speak two or more languages
100%
Based on our profile pool as of 19 Sep 2026.
Daily rate distribution
The chart shows how the daily rates of freelancers in this technology in Austria are distributed, based on recent contracts on our platform. Each bar covers a rate range — its height shows how many freelancers charge within that range.
Average rates of experts in Austria using ServiceNow
Rates are based on recent contracts and do not include FRATCH margin.
The average daily rate is the mean of all daily rates from recent contracts of comparable freelancers on our platform.
The median daily rate is the middle value of all daily rates — half of comparable freelancers charge less, half charge more. Unlike the average, it is barely affected by outliers.
Calculated based on our freelancers’ daily rates as of 19 Sep 2026. Actual rates may vary depending on seniority level, experience, skill specialization, project complexity, and engagement length.
ServiceNow experts industry focus
See which industries our matched freelancers work in most often — every figure is calculated live from the freelancers on FRATCH.
- Information Technology (75%)
- Banking and Finance (60%)
- Professional Services (50%)
- Manufacturing (45%)
- Automotive (35%)
- Retail (35%)
- Energy (30%)
- Insurance (30%)
Please note that freelancers can work across multiple industries, so percentages overlap.
About the technology
ServiceNow in practice
ServiceNow is a cloud platform for managing digital workflows across IT, employees, customers and business operations. Companies use its applications to replace email-driven processes with structured requests, approvals, assignments, service levels and audit trails. The platform is built on a shared data model and can connect work across departments.
Core applications
IT Service Management is a common starting point, covering incidents, problems, changes, requests and knowledge. Other implementations use IT Operations Management, Customer Service Management, Human Resources Service Delivery, Strategic Portfolio Management or Governance, Risk and Compliance. Strong experts adapt these applications to operating models instead of forcing every process into a standard template.
Platform and tooling
ServiceNow work spans configuration, scripting, data design, integrations and release management. The ecosystem includes the Now Platform, Flow Designer, IntegrationHub, Service Portal, UI Builder, Performance Analytics and Virtual Agent. Specialists may also work with JavaScript, REST and SOAP APIs, identity providers, CMDB structures, Discovery and Automated Test Framework.
When expertise matters
Companies often bring in freelance ServiceNow expertise for targeted delivery or a controlled transformation:
- Replace legacy ticketing or fragmented request channels
- Design CMDB, asset and service data structures
- Integrate ServiceNow with ERP, HR, monitoring and identity systems
- Upgrade applications while protecting customizations
- Establish governance, testing and platform ownership
Delivery expectations
A project may need a specialist for discovery and process design, hands-on configuration, integration delivery, migration or quality assurance. Clear ownership of data, roles, environments and acceptance criteria keeps implementation work predictable. For teams in Austria, remote collaboration can work well when workshops, documentation and communication needs are agreed early; some programmes still benefit from on-site sessions.
Strong professionals
The best ServiceNow professionals understand both the platform and the process behind it. They distinguish configuration from unnecessary customization, use scoped applications and update-safe patterns, and explain trade-offs to business and technical stakeholders. Look for evidence of tested workflows, reliable integrations, clean data models, upgrade readiness and measurable adoption through practical service outcomes.
Frequently asked questions
Curious about ServiceNow? Here are the answers that come up again and again.
Companies use ServiceNow to manage IT services, employee requests, customer cases, operational workflows and governance processes. It brings requests, approvals, knowledge, configuration data and reporting into connected workflows.
ServiceNow is often chosen when an organization needs broad enterprise service management across IT, HR, customer operations and risk functions. Jira Service Management may suit teams centered on software and agile delivery, while Salesforce is commonly focused on customer relationship and sales processes; the right choice depends on scope, existing systems and governance needs.
A strong ServiceNow freelancer may also bring JavaScript, REST and SOAP integration, identity and access management, CMDB design, ITIL process knowledge, data migration and automated testing. Experience with Azure, AWS, monitoring tools or enterprise HR and ERP systems can be valuable for integration-heavy work.
The requirement depends on the work, not simply on the platform name. A focused workflow configuration may need a different profile from a multi-application rollout involving integrations, data migration, security and upgrade planning; ask candidates to show comparable deliverables and explain their decisions.
Yes, much of ServiceNow configuration, scripting, testing and documentation can be handled remotely. Workshops for process discovery, stakeholder alignment or complex operating-model changes may be more effective on site, especially when several Austrian business units must agree on standards.
A ServiceNow professional should provide clear process designs, configured applications, tested integrations, documented data and role models, migration plans where needed, and handover material. Deliverables should also cover testing evidence, release procedures and a practical approach to upgrades and ongoing ownership.
Ask a ServiceNow specialist to walk through a similar implementation, including the original problem, platform choices, testing approach and outcome. Strong professionals can explain when to use standard capability, when customization is justified, and how they protect maintainability, security and upgrade readiness.
The right ServiceNow freelancer should communicate clearly with process owners, technical teams and service agents, and document decisions in a form the organization can maintain. German may be important for workshops and user content in Austria, while English is common in multinational platform teams; confirm the project’s actual needs before starting.
The average hourly rate of freelancers in Austria who have used ServiceNow in their recent projects is 103 €, which corresponds to a daily rate of about 827 € based on an 8-hour working day.
Of the freelancers in Austria who have used ServiceNow in their recent projects, 88% hold at least a Bachelor's degree and 82% hold at least a Master's degree.
On average, freelancers in Austria who have used ServiceNow in their recent projects have 21 years of professional experience, with a single engagement typically lasting around 2.6 years.
The most common languages among freelancers in Austria who have used ServiceNow in their recent projects are German (100%), English (100%), and French (35%).
The most common industries among freelancers in Austria who have used ServiceNow in their recent projects are Information Technology (75%), Banking and Finance (60%), and Professional Services (50%).
The most common business areas among freelancers in Austria who have used ServiceNow in their recent projects are Information Technology (100%), Operations (85%), and Project Management (80%).
Main locations of FRATCH Experts, who have recently used ServiceNow
Our freelancers and interim experts are at home across the DACH region — available on-site in the major business hubs or fully remote. Choose a location to discover matched specialists, local market insights and up-to-date availability.
Vienna Graz 
Vienna Countries:
- Germany
- Austria
- Switzerland
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FRATCH CEO
