ServiceNow SME

About the Position

Matrix Eastern Europe, the offshore division of Matrix IT, one of the leading global R&D services companies with more than 11,000 professionals, is looking for a ServiceNow SME to join one of our teams!

You are the go-to technical authority on ServiceNow across client engagements. You bring deep platform knowledge and the judgment to know when out-of-the-box configuration is the right call versus custom development. Increasingly, that means fluency in ServiceNow’s AI capabilities – you know how to design and build AI agents on the platform, not just configure traditional workflows. You work closely with client’s stakeholders to translate business requirements into scalable, AI-enabled ServiceNow solutions, while guiding delivery teams on platform best practices.

This position requires working according to US working hours.

Responsibilities

• Lead ServiceNow platform assessments, solution design, and configuration across relevant modules (ITSM, ITOM, CMDB, HRSD, or other, as applicable)
• Design, build, and deploy AI agents using ServiceNow’s Now Assist and AI Agent Studio capabilities to automate workflows and augment service delivery
• Translate business and process requirements into ServiceNow workflows, forms, business rules, integrations, and AI-driven automations
• Advise clients on where AI agents and generative AI capabilities add genuine value versus traditional configuration
• Configure and customize ServiceNow using best-practice, upgrade-safe development patterns
• Design and implement integrations with third-party systems via REST/SOAP APIs, MID Server, or IntegrationHub
• Provide technical guidance and code/config review to delivery team members, including on AI agent design patterns
• Support client governance processes - change management, release testing, and platform health reviews
• Document configurations, technical decisions, and platform standards clearly for client and internal reference

Requirements

• 5+ years of hands-on ServiceNow configuration and development experience
• Hands-on experience with ServiceNow’s AI capabilities - Now Assist, AI Agent Studio, and agentic workflow design
• Deep expertise in at least one core module (ITSM, ITOM, CMDB, HRSD, SecOps, or CSM)
• Strong understanding of ServiceNow scripting (JavaScript, Glide API, Business Rules, Client Scripts)
• Experience with ServiceNow integrations (REST/SOAP, IntegrationHub, MID Server)
• Familiarity with ServiceNow architecture, ACLs, roles, and platform governance
• ServiceNow certification(s) - CSA required; CIS in relevant module strongly preferred
• Strong client-facing communication skills; comfortable leading design sessions with stakeholders
• Experience in agile delivery environments (Scrum and/or Kanban)

Advantages

• Certification or formal training in ServiceNow AI Agent Studio or Now Assist
• Experience designing multi-agent orchestration or agent-to-agent workflows within ServiceNow
• Familiarity with large language model concepts (prompt design, RAG patterns) as applied within the ServiceNow AI framework
• Experience across multiple ServiceNow modules or full-platform implementations
• Background in insurance, financial services, or other regulated industries
• Experience with ServiceNow Performance Analytics or reporting/dashboarding

We Offer

• Additional 20 days of paid leave
• Professional and career benefits
• Top-quality work environment
• Online courses
• Online sports activities
• Team Buildings and Christmas Parties

About the Company

Matrix Eastern Europe is the offshore division of Matrix IT, one of the leading global R&D services companies with more than 11,000 professionals.