Senior ServiceNow Engineer

Role overview Design and operate employee self-service capabilities that use ServiceNow workflows, conversational experiences, and AI to help people find information, resolve issues, and complete requests. You will own technical design and service quality from discovery through production, working with product, business, workplace, and AI teams to turn suitable processes into secure, reliable services.

Responsibilities - Identify friction in business processes and simplify them before automating; use platform-native features where practical. - Build conversational experiences, workflows, reusable actions, and agent tools, using deterministic automation or bounded AI where each fits. - Improve knowledge and permissions-aware retrieval grounded in service, catalog, and configuration data. - Define and run evaluations for accuracy, grounding, task completion, and unsafe actions before releasing changes to prompts, models, tools, or knowledge. - Secure integrations and sensitive data with least-privilege access, validation, audit trails, human approvals, and rollback or suspension controls. - Monitor reliability and service outcomes, automate regression checks, investigate recurring failures, and measure adoption, cycle time, rework, and work released.

Requirements - Engineering experience designing, implementing, and supporting enterprise workflow or service capabilities. - Ability to build and maintain secure integrations and reusable services with clear contracts and failure handling. - Sound judgment about where automation and AI are appropriate, including how to preserve approvals and separation of duties. - Ability to evaluate changes, monitor production quality, and use evidence to improve service outcomes. - Strong collaboration skills for working with business owners, service teams, security, product, and engineering partners.

Benefits and work setup The role is primarily work from home, with occasional planned travel to an assigned office in Southfield, Michigan. The listing also describes flexible work arrangements and professional development. Compensation may include a performance-based bonus; the source does not provide a complete, reliable salary figure.