ServiceNow Subject Matter Expert (SME)

Matrix Global•USA,

10d

About The Position

We are seeking a highly skilled ServiceNow Subject Matter Expert (SME) to serve as the technical authority across client engagements. This role requires deep expertise in the ServiceNow platform, including both traditional platform capabilities and the latest AI-powered solutions. As the ServiceNow SME, you will partner with stakeholders to translate business requirements into scalable, secure, and innovative ServiceNow solutions. You will play a critical role in designing, implementing, and optimizing ServiceNow environments while advising clients on best practices, platform governance, and the strategic use of AI capabilities such as Now Assist and AI Agent Studio. The ideal candidate combines strong technical expertise, excellent consulting skills, and hands-on experience building AI-enabled workflows and agentic solutions within the ServiceNow ecosystem.

Requirements

5+ years of hands-on ServiceNow development, administration, and configuration experience.
Proven experience with ServiceNow AI capabilities, including Now Assist, AI Agent Studio, and agentic workflow design.
Deep expertise in at least one core ServiceNow module: ITSM, ITOM, CMDB, HRSD, SecOps, Customer Service Management (CSM).
Strong proficiency in ServiceNow scripting and development, including: JavaScript, Glide API, Business Rules, Client Scripts, Script Includes.
Experience implementing and supporting ServiceNow integrations using REST, SOAP, IntegrationHub, and MID Server.
Strong understanding of ServiceNow platform architecture, security, ACLs, roles, and governance best practices.
ServiceNow Certified System Administrator (CSA) certification required.
ServiceNow Certified Implementation Specialist (CIS) certification in a relevant module strongly preferred.
Excellent communication and stakeholder management skills with the ability to lead workshops and solution design sessions.
Experience working in Agile environments using Scrum and/or Kanban methodologies.

Nice To Haves

Formal training or certification in ServiceNow AI Agent Studio and/or Now Assist.
Experience designing multi-agent orchestration frameworks and agent-to-agent workflows within ServiceNow.
Understanding of large language model (LLM) concepts, including: Prompt engineering, Retrieval-Augmented Generation (RAG), AI governance and responsible AI practices.
Experience delivering enterprise-scale ServiceNow implementations across multiple modules.
Industry experience in insurance, financial services, healthcare, or other regulated environments.
Experience with ServiceNow Performance Analytics, dashboards, reporting, and KPI frameworks.

Responsibilities

Lead ServiceNow platform assessments, architecture reviews, solution design, and configuration across modules such as ITSM, ITOM, CMDB, HRSD, SecOps, and CSM.
Design, develop, and deploy AI agents utilizing ServiceNow's Now Assist and AI Agent Studio capabilities.
Translate business requirements into scalable ServiceNow solutions, including workflows, forms, business rules, integrations, and AI-driven automations.
Advise stakeholders on the appropriate use of generative AI, AI agents, and traditional ServiceNow configuration to maximize business value.
Configure and customize ServiceNow using best-practice, upgrade-safe development methodologies.
Design and implement integrations with external systems using REST APIs, SOAP services, MID Server, and IntegrationHub.
Provide technical leadership, mentoring, and code reviews for project teams, including guidance on AI agent design and implementation patterns.
Support governance activities including change management, release planning, testing, compliance, and platform health assessments.
Develop and maintain technical documentation, configuration standards, solution designs, and implementation guidelines.
Collaborate with stakeholders and cross-functional teams to ensure successful project delivery and platform adoption.