ServiceNow SME

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 their teams.

• 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)

• Lead ServiceNow platform assessments, solution design, and configuration across relevant modules (ITSM, ITOM, CMDB, HRSD, or others)
• Design, build, and deploy AI agents using ServiceNow’s Now Assist and AI Agent Studio capabilities
• 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 reviews to delivery team members, including on AI agent design patterns
• Support client governance processes such as change management, release testing, and platform health reviews
• Document configurations, technical decisions, and platform standards clearly for client and internal reference