Senior ServiceNow Engineer

Department: Enabling Technology, Digital & Technology Platform Services.

Location: Egypt, Cairo.

The Senior ServiceNow Engineer is responsible for configuring, customizing, and optimizing the ServiceNow platform to support business objectives and ensure the successful implementation of solutions across ITSM, HRSD, CSM, and SPM, with a strong emphasis on configuration over coding while adhering to platform best practices and technical standards. This role works closely with business stakeholders, product managers, and developers to translate requirements into functional solutions, while also contributing to automation initiatives, platform enhancements, and process improvements that drive operational efficiency.

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 reliable data.

• 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 Computer Science, Engineering, Information Technology, or a related field.

• 3-5 years of experience in ServiceNow configuration and implementation.

• Hands-on experience in ITSM and exposure to HRSD, CSM, or SPM is a plus.

• ServiceNow Certified System Administrator (CSA) & Certified Application Developer (CAD) certification.

• Familiarity with JavaScript, Glide API, Flow Designer, Business Rules, and Client Scripts.

• Understanding of ServiceNow integrations using REST/SOAP APIs and Integration Hub.

• Basic experience with Performance Analytics, dashboards, and reporting in ServiceNow.

• Strong problem-solving and analytical skills, with the ability to follow structured development guidelines.

• Exposure to Agile/Scrum methodologies and experience working in an enterprise environment.

• Strong attention to detail, time management, and ability to work under deadlines.

• Fluent in English (verbal and written), with good communication and stakeholder engagement 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.