Senior ServiceNow Engineer

This is a fully remote position, open to applicants in Michigan.

📋 Description

• Create and develop AI-driven self-service experiences for employees utilizing ServiceNow.

• Elevate standard requests from conversational assistance to automated fulfillment and autonomous completion, as applicable.

• Collaborate with product and business teams to streamline processes and establish reusable enterprise actions.

• Securely connect capabilities to enterprise systems and ensure engineering quality from discovery to production.

• Construct conversational experiences, knowledge bases, workflows, and agent functionalities within ServiceNow.

• Enhance the quality of knowledge and implement permissions-aware retrieval based on catalog, CMDB, and service data.

• Establish AI evaluation scenarios and release criteria; test prompts, models, tools, and knowledge prior to release.

• Create human approval processes, audit trails, and suspension controls for sensitive or malfunctioning automation.

• Develop reusable actions, subflows, and agent tools; make governed ServiceNow services accessible through APIs.

• Design secure integrations with contracts, validations, retries, and rollback mechanisms.

• Configure least-privilege roles, integration identities, and manage secrets.

• Assist with access reviews and audit evidence alongside process owners and Security.

• Measure cycle times, manual steps eliminated, hours saved, adoption rates, and rework.

• Oversee production reliability for platform capabilities and integrations.

• Utilize logs, alerts, root-cause analysis, regression testing, source control, and runbooks to minimize failures.

• Monitor task completion, self-service resolutions, and latency.

• Participate in the on-call rotation.

• Provide technical leadership through design reviews, code assessments, and mentoring.

• Assess ServiceNow releases and AI functionalities while proposing roadmap enhancements.

• Employ approved AI tools in engineering and evaluate generated outputs.

• Offer user guidance and facilitate knowledge transfer.

⛳️ Requirements

• Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent professional experience.

• Over 6 years of experience in enterprise software or platform engineering.

• Significant hands-on experience with ServiceNow, including workflow automation, data models, access controls, JavaScript, platform APIs, and integrations.

• Proven track record in delivering enterprise self-service, conversational AI, intelligent automation, or agent-based solutions with measurable adoption.

• Practical knowledge of SDLC and ADLC.

• Familiarity with Agile/SCRUM methodologies.

• Experience in testing, release management, and DevOps practices.

• Proven experience in developing secure, compliant cloud-based applications.

• Background in access controls and handling sensitive data.

• Knowledge of standards such as SOC 2.

• Experience in providing technical leadership and mentoring to fellow engineers.

• Degrees must be obtained from accredited institutions of higher education.

• Preferred: Experience with ServiceNow Employee Center, Virtual Agent, Now Assist, AI Agents, Flow Designer, Integration Hub, and App Engine.

• Preferred: Knowledge of ITSM, knowledge management, service catalog design, CMDB data quality, or service mapping; beneficial experience in HRSD, ITAM, SPM, and ITOM.

• Preferred: Familiarity with governed APIs, Model Context Protocol (MCP), AI evaluation datasets, production feedback loops, ServiceNow Automated Test Framework, deployment automation, or responsible AI lifecycle controls.

• Preferred: Relevant ServiceNow certifications such as Certified Application Developer or Certified System Administrator.

• Working knowledge of AI grounding and retrieval, evaluation methodologies, human oversight, and agent permissions.

• Ability to diagnose and troubleshoot complex systems, including failed AI responses and actions.

• Capable of articulating complex technical information both verbally and in writing to all organizational levels, including senior leadership.

• Understanding of AI, agentic systems, AIOps, and automation.

🏝️ Benefits

• Annual variable cash bonus ranging from 7.5% to 15%, based on individual performance.

• 401(K) matching.

• Adoption assistance.

• Parental leave.

• Tuition reimbursement.

• Comprehensive medical, dental, and vision coverage.

• Unique nonstandard benefits.

• Work-from-home arrangements.

• Potential premium on top of the posted salary range for candidates in San Francisco, Seattle, Boston, New York City, Los Angeles, and San Diego areas.