ServiceNow Engineer (GenAI)

Department: Enabling Technology, Digital & Technology Platform Services.

Location: Athens, Greece.

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 YOUR NEW TEAM:

We are Coca-Cola Hellenic, a growth-focused consumer goods business and strategic bottling partner of the Coca-Cola Company. We bottle, distribute and sell an unrivalled range of products in 29 markets in Europe, Africa and Eurasia. As we do, we create value for all stakeholders, support socio-economic growth and build a more positive environmental impact.

We bring together more than 30,000 people from over 70 nationalities, coming from five continents. The diversity of our markets, from mature to emerging economies, provides a wide range of attractive opportunities for growth.

We nurture our talents. We give opportunities to people across all functions and levels, as well as different geographies, backgrounds and education. We are willing to take a risk on the people we believe in, even if they don’t have the perfect experience. We have faith in what every person can be.

And although we have so much to be proud of, we always stay humble. We believe the real magic happens – for us and for you – when we OPEN UP.

AT COCA-COLA HBC, DIVERSITY HELPS US THRIVE

At Coca-Cola HBC, we are an inclusive employer that thrives on diversity. This means our environment provides equal opportunities for all, regardless of race, color, religion, age, disability, sexual orientation, or gender identity. Join us in nurturing a culture where everyone belongs and contributes to our collective success.