Software Engineer – Automation & ServiceNow

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 economicsunderstanding 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 automatingeliminating 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 oversightdefining approval points autonomy boundaries and ensuring systems operate reliably and safely in production

Essential Skills & Experience

• Bachelors degree in Computer Science or a related field

• 24 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 causesbuilding 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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