servicenow engineer (genai)
Jul 24, 2026 · Coca-Cola HBC
What you'll do
- Configure and customize ServiceNow applications to align with business processes and ITSM best practices
- Implement Business Rules, UI Policies, Client Scripts, Flow Designer, and Workflows to enhance platform functionality
- Support Service Catalog, Request Fulfillment, and CMDB maintenance ensuring accurate and AI-ready data
- Configure Now Assist (GenAI) capabilities to enhance user experience and automate workflows
- Assist in integrating ServiceNow with enterprise systems using REST/SOAP APIs and Integration Hub
- Ensure solutions are scalable, maintainable, and comply with IT governance and security policies
- Translate business requirements into technical configurations with analysts and product managers
- Collaborate with Senior Configuration Leaders and Developers to implement ServiceNow enhancements
- Troubleshoot and resolve configuration-related issues to ensure platform stability and performance
- Assist in testing, validation, and deployment of ServiceNow updates and new functionalities
- Identify opportunities to streamline processes using Flow Designer, Business Rules, and Orchestration
- Support data quality initiatives and maintain CMDB integrity to improve system reliability
- Participate in ServiceNow upgrade testing to ensure platform compatibility
- Maintain technical documentation including configuration guides, test cases, and process workflows
- Support user training and knowledge sharing to improve platform adoption
- Contribute to internal best practices and governance documentation
- Stay updated with ServiceNow platform releases and industry trends
- Work towards ServiceNow certifications and engage in technical mentoring
Key requirements
- 1+ years' experience
- ServiceNow configuration and implementation including ITSM
- JavaScript, Flow Designer, Business Rules, and Client Scripts
- REST/SOAP APIs and Integration Hub for system integration
- Service Catalog and Request Fulfillment management
- CMDB maintenance and data quality support
- AI capabilities in ServiceNow such as Now Assist, Virtual Agent, and AI Search
- ServiceNow Certified System Administrator (CSA) and Certified Application Developer (CAD)
- Performance Analytics and reporting in ServiceNow
- Agile/Scrum methodologies
- Computer Science / Any Field
Benefits
- Work towards ServiceNow certifications and expand technical expertise.
- Engage in learning opportunities and technical mentoring from senior team members.
About the job
The ServiceNow Engineer is responsible for configuring, customizing, and optimizing the ServiceNow platform to support business objectives. This role ensures successful implementation of ServiceNow solutions across ITSM, HRSD, CSM, and SPM, focusing on configuration over coding while adhering to platform best practices and technical standards.
The ServiceNow Engineer will work closely with business stakeholders, product managers, and developers to translate business requirements into functional and AI-enabled ServiceNow solutions. Additionally, this role will contribute to automation initiatives, AI adoption, platform enhancements, and process improvements to drive operational efficiency.
This position reports to the ServiceNow Technical Lead and collaborates with Senior ServiceNow Engineer to enhance platform capabilities and ensure maintainability.
YOUR KEY RESPONSIBILITIES:
ServiceNow Configuration & Implementation
• Configure and customize ServiceNow applications to align with business processes and ITSM best practices.
• Implement Business Rules, UI Policies, Client Scripts, Flow Designer, and Workflows to enhance platform functionality.
• Support Service Catalog, Request Fulfillment, and CMDB maintenance, ensuring accurate and AI-ready data foundations for reliable outputs.
• Configure Now Assist (GenAI) capabilities to enhance user experience, automate workflows, and improve operational efficiency through AI-driven insights, conversational interfaces, and intelligent automation.
• Assist in integrating ServiceNow with enterprise systems using REST/SOAP APIs and Integration Hub.
• Ensure solutions are scalable, maintainable, and compliant with IT governance and security policies.
Technical Collaboration & Support
• Work closely with business analysts and product managers to understand requirements and translate them into technical configurations.
• Collaborate with Senior Configuration Leaders and Developers to implement ServiceNow enhancements.
• Troubleshoot and resolve configuration-related issues, ensuring platform stability and performance.
• Assist in testing, validation, and deployment of ServiceNow updates and new functionalities.
Process Optimization & Automation
• Identify opportunities to streamline processes using Flow Designer, Business Rules, and Orchestration.
• Support data quality initiatives and maintain CMDB integrity to improve system reliability.
• Participate in ServiceNow upgrade testing, ensuring platform compatibility with new releases.
Documentation & Knowledge Sharing
• Maintain technical documentation, including configuration guides, test cases, and process workflows.
• Support user training and knowledge sharing to improve platform adoption.
• Contribute to internal best practices and governance documentation.
Continuous Improvement & Learning
• Stay updated with ServiceNow platform releases and industry trends, proactively identifying areas for enhancement.
• Work towards ServiceNow certifications and expand technical expertise.
• Engage in learning opportunities and technical mentoring from senior team members.
ARE THESE YOUR SECRET INGREDIENTS?
• Bachelor's degree in Information Technology, Computer Science, or related field.
• 1-3 years of experience in ServiceNow configuration and implementation.
• Hands-on experience in ITSM and exposure to HRSD, CSM, or SPM is a plus.
• Familiarity with JavaScript, Glide API, Flow Designer, Business Rules, and Client Scripts.
• Understanding of ServiceNow integrations using REST/SOAP APIs and Integration Hub.
• Basic understanding or exposure to AI capabilities within ServiceNow (e.g., Now Assist, Virtual Agent, AI Search, MCP Integrations) is a plus
• ServiceNow Certified System Administrator (CSA) & Certified Application Developer (CAD) certification.
• Exposure to Agile/Scrum methodologies and experience working in an enterprise environment.
• Basic experience with Performance Analytics, dashboards, and reporting in ServiceNow.
• Strong attention to detail, time management, and ability to work under deadlines.
• Excellent problem-solving and debugging skills.
• Excellent spoken and written English
• Communication, organizational and analytical skills
About the company
We bottle and sell the beverages of The Coca-Cola Company exclusively in our 29 markets and partner with other beverage businesses to also sell their brands. With over 100 brands covering eight categories – sparkling, water, juices, ready-to-drink tea, energy, plant-based, premium spirits and coffee, we help our customers delight consumers with the drink they want, when and where they want it, around the clock. These brands cater to a growing range of tastes with a wider choice of healthier options, premium products and increasingly sustainable packaging. Sustainability is integrated within every aspect of our business. It is fundamental to our business strategy, which aims to create and share value with all of our stakeholders. This defines how we run our business, carry out our activities and develop our relationships. In doing so, we foster an open and inclusive work environment with our 33,000+ employees who share a passion for serving our customers and communities and building a more positive environmental impact.
About the company
We bottle and sell the beverages of The Coca-Cola Company exclusively in our 29 markets and partner with other beverage businesses to also sell their brands. With over 100 brands covering eight categories – sparkling, water, juices, ready-to-drink tea, energy, plant-based, premium spirits and coffee, we help our customers delight consumers with the drink they want, when and where they want it, around the clock. These brands cater to a growing range of tastes with a wider choice of healthier options, premium products and increasingly sustainable packaging. Sustainability is integrated within every aspect of our business. It is fundamental to our business strategy, which aims to create and share value with all of our stakeholders. This defines how we run our business, carry out our activities and develop our relationships. In doing so, we foster an open and inclusive work environment with our 33,000+ employees who share a passion for serving our customers and communities and building a more positive environmental impact.