ServiceNow Subject Matter Expert, SME

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee assessments of the ServiceNow platform, including architecture reviews, solution design, and configuration across ITSM, ITOM, CMDB, HRSD, SecOps, and CSM modules.

• Design, develop, and implement AI agents utilizing ServiceNow Now Assist and AI Agent Studio.

• Convert business needs into scalable ServiceNow solutions, encompassing workflows, forms, business rules, integrations, and AI-driven automation.

• Counsel stakeholders on generative AI, AI agents, and conventional ServiceNow configurations to enhance business value.

• Configure and tailor ServiceNow following best-practice, upgrade-safe development methodologies.

• Design and execute integrations with external systems using REST APIs, SOAP services, MID Server, and IntegrationHub.

• Provide technical direction, mentorship, and code reviews for project teams, including guidance on AI agent design and implementation.

• Assist with governance activities such as change management, release planning, testing, compliance, and platform health assessments.

• Create and sustain technical documentation, configuration standards, solution designs, and implementation guidelines.

• Work collaboratively with stakeholders and cross-functional teams to ensure successful project execution and platform adoption.

• Deliver scalable, secure, and maintainable ServiceNow solutions that align with business goals.

• Promote the adoption of ServiceNow AI capabilities to enhance efficiency and service delivery.

• Act as a trusted advisor regarding platform strategy and best practices.

• Guarantee high-quality implementations through governance, documentation, and technical leadership.

⛳️ Requirements

• A minimum of 5 years of practical experience in ServiceNow development, administration, and configuration.

• Demonstrated experience with ServiceNow AI capabilities, including Now Assist, AI Agent Studio, and workflow design for agents.

• Profound expertise in at least one core ServiceNow module: ITSM, ITOM, CMDB, HRSD, SecOps, or Customer Service Management (CSM).

• Strong skills in ServiceNow scripting and development, particularly with JavaScript, Glide API, Business Rules, Client Scripts, and Script Includes.

• Experience with implementing and supporting ServiceNow integrations via REST, SOAP, IntegrationHub, and MID Server.

• Solid understanding of ServiceNow platform architecture, security, ACLs, roles, and governance best practices.

• ServiceNow Certified System Administrator (CSA) certification is mandatory.

• Excellent communication and stakeholder management abilities, with a capability to lead workshops and solution design sessions.

• Experience in Agile environments utilizing Scrum and/or Kanban methodologies.

• Formal training or certification in ServiceNow AI Agent Studio and/or Now Assist is preferred.

• Experience in designing multi-agent orchestration frameworks and agent-to-agent workflows within ServiceNow.

• Knowledge of large language model (LLM) concepts, including prompt engineering, Retrieval-Augmented Generation (RAG), and responsible AI practices.

• Experience in delivering enterprise-scale ServiceNow implementations across multiple modules.

• Industry experience in sectors such as insurance, financial services, healthcare, or other regulated environments.

• Familiarity with ServiceNow Performance Analytics, dashboards, reporting, and KPI frameworks.

🏝️ Benefits

• No benefits, perks, or compensation extras are specified in the posting.