Senior ServiceNow Engineer

Overview

Design and build AI-powered employee self-service experiences on ServiceNow that help people find information, resolve issues, request services, and complete business processes, advancing common requests from conversational assistance to automated fulfillment.

What you'll do

• Engineer AI-powered self-service using ServiceNow conversational experiences, knowledge, workflows, and agent capabilities, applying deterministic automation where appropriate and bounded AI reasoning where it adds value.
• Find friction and simplify processes before automating, partnering with product owners, service teams, and business stakeholders to prioritize opportunities.
• Improve knowledge quality with service owners and implement permissions-aware retrieval grounded in catalog, CMDB, and service data.
• Define evaluation scenarios and release criteria covering response accuracy, grounding, task completion, and unsafe actions, and test changes to prompts, models, tools, and knowledge before release.
• Build human approval for sensitive actions, audit trails, and the ability to suspend faulty automation.
• Build reusable actions, subflows, and agent tools serving multiple business processes, and expose governed ServiceNow services through APIs.
• Design secure integrations with defined contracts, validation, retries, and rollback.
• Configure least-privilege roles, integration identities, and secrets management, and support access reviews and audit evidence with process owners and Security.
• Preserve required approvals and segregation of duties.
• Establish baselines with business owners and measure cycle time, manual steps removed, hours released, adoption, and rework.
• Own production reliability for platform capabilities and integrations using logs, alerts, and root-cause analysis; monitor task completion, self-service resolution, and latency.
• Automate regression testing, maintain source control, document runbooks, and participate in the on-call rotation.
• Provide technical leadership through design reviews, code reviews, and mentoring; evaluate ServiceNow releases and AI capabilities and recommend roadmap improvements.
• Use approved AI tools in engineering, review generated output, and provide user guidance and knowledge transfer.

What you'll need

• Bachelor's degree in Computer Science, Information Systems, or a closely related field, or equivalent work experience.
• 6+ years of enterprise software or platform engineering experience, including substantial hands-on ServiceNow experience across workflow automation, data models, access controls, JavaScript, platform APIs, and integrations.
• Demonstrated experience delivering enterprise self-service, conversational AI, intelligent automation, or agent-based solutions, with measurable adoption.
• Practical expertise in the Software Development Life Cycle (SDLC) and Agent Development Life Cycle (ADLC), including Agile/SCRUM practices, testing, release management and DevOps practices.
• Experience building secure, compliant cloud-based applications, including access controls and sensitive data handling; familiarity with standards such as SOC 2.
• Experience providing technical leadership and mentoring to other engineers.

Nice to have

• Hands-on experience with ServiceNow Employee Center, Virtual Agent, Now Assist, AI Agents, Flow Designer, Integration Hub, or App Engine. Depth in self-service capabilities is more valuable than exposure to every module.
• Experience with ITSM, knowledge management, service catalog design, and CMDB data quality or service mapping.
• HRSD, ITAM, SPM, and ITOM experience is beneficial when relevant to the business use case.
• Experience exposing enterprise actions to external AI assistants or agents through governed APIs or approved standards such as Model Context Protocol (MCP), and implementing AI evaluation datasets, production feedback loops, ServiceNow Automated Test Framework, deployment automation, or responsible AI lifecycle controls.
• Relevant ServiceNow certifications, such as Certified Application Developer or Certified System Administrator, supported by practical delivery experience.

Details

• Location: USA - Remote. This position works from home; occasional planned travel to an assigned Southfield, Michigan office location may be required. The position is permitted to work at the Southfield, Michigan office if requested by the team member.
• Compensation: base salary range $104,583.15 - $153,388.63, plus an annual variable cash bonus of 7.5% - 15%.