ServiceNow SME - Matrix Eastern Europe

ServiceNow SME

Bulgaria,Macedonia,Poland,Romania • working time

Full-time • remote

Remote

About the job

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 for. 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

What we can 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