The Opportunity:

We have an exciting opportunity to join our Business Technology team. As we move toward an AI-driven delivery model, you will design and build end-to-end workflows that orchestrate ServiceNow, cloud platforms, enterprise systems, and AI agents into autonomous flows that resolve requests from intake through completion.

The ideal candidate starts with business outcomes and economics—understanding current costs and cycle times, defining target states, and designing the fastest path to achieve them. You will re-engineer processes before automating, determine what can be resolved autonomously versus requiring human intervention, and build the integrations that bring these solutions into production.

Key Responsibilities:

• Orchestrate cross-platform workflows connecting ServiceNow, cloud services, identity systems, and enterprise applications to enable end-to-end request resolution without manual handoffs

• Build AI-powered request resolution and autonomous operations (intent detection, diagnosis, and resolution), driving deflection before tickets are created

• Integrate AI agents into workflows using MCP, tools, and orchestration patterns to pull context, take action, and escalate appropriately

• Re-engineer processes before automating—eliminating unnecessary steps and designing improved workflows

• Own automation economics and value realization, including measuring cost and cycle time, modeling improvements, and tracking business impact

• Build and configure solutions on ServiceNow (Flow Designer, Integration Hub, scoped apps, catalog, Now Assist) alongside automation beyond the platform

• Develop automation outside of ServiceNow using Python and PowerShell for cloud operations, identity management, monitoring, and scheduling

• Design workflows that balance automation and human oversight—defining approval points, autonomy boundaries, and ensuring systems operate reliably and safely in production 

Essential Skills & Experience

• Bachelor’s degree in Computer Science or a related field

• 2–4 years of hands-on experience in software engineering, automation, or ServiceNow development, building production-grade solutions

• Hands-on experience with ServiceNow development, including workflow automation (Flow Designer), integrations (REST/webhooks), and platform scripting

• Experience working with authentication (OAuth, bearer tokens) and enterprise data models (e.g., CMDB)

• Strong automation mindset with the ability to identify what should be orchestrated, automated, or eliminated

• Solid engineering fundamentals (APIs, system design, data structures, scripting)

• Experience with programming or scripting languages such as Python, Java, C#, or PowerShell

• Experience building and integrating systems using REST APIs and enterprise platforms

• Experience delivering end-to-end automation (design, build, deploy, monitor, measure)

• Ability to work backward from business outcomes, with a focus on impact and efficiency

• Strong problem-solving skills, with the ability to operate in ambiguity and communicate clearly with non-technical stakeholders

• Demonstrated self-learning mindset in a rapidly evolving technology landscape

• Curiosity to understand root causes—building solutions that address patterns, not just symptoms

• Strong written and verbal English 

Preferred Skills & Experience

• Experience across additional ServiceNow modules (ITSM, ITOM, HRSD, CSM, SecOps, GRC)

• Familiarity with ServiceNow capabilities such as Service Portal, UI Builder, Performance Analytics, Now Assist, or Virtual Agent

• Experience building scoped applications (App Engine) and using automated testing frameworks (ATF)

• Experience applying AI to workflow automation (e.g., request deflection, automated resolution, intent classification at scale)

• Exposure to agent-based systems or orchestration patterns (e.g., MCP, tool integration, agent handoffs)

• Familiarity with human-in-the-loop design, guardrails, and workflow governance

• Experience with modern AI and integration frameworks (e.g., LangChain, LangGraph, RAG pipelines)

• Familiarity with vector databases, observability tooling, monitoring, or process mining

• Experience with integration platforms (e.g., Workato, MuleSoft)

• ServiceNow certifications (CSA, CAD, CIS, or similar)

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