Senior Engineer, ITSM AI Platform

One of the best-known names in cruising Princess is the worlds leading international premium cruise line and tour company carrying millions of guests each year to hundreds of destinations around the globe. We give our guests the Medallion Class experience others simply cant. The Love Boat promises something for everyone.

The Senior Engineer ITSM Automation & AI Platform is the operational and engineering engine behind the companys ITSM transformation agenda responsible for designing building governing and continuously evolving the automation architecture that underpins how technology incidents changes problems and service requests are managed across the enterprise fleet and shoreside organization.

This is not a configuration-only role. The Senior Engineer owns the full technical lifecycle of the ServiceNow platform from scripted automation and AI agent deployment to deep Dynatrace integration and real-time observability and translates operational data into actionable intelligence that reaches an environment where ships operate continuously across international routes with constrained connectivity windows the reliability intelligence and automation maturity of the ITSM platform directly impacts guest experience crew productivity and the companys ability to sustain maritime operations at scale.

This hire owns the SNOW/Dynatrace automation function exclusively this function does not sit within Platform Engineering. The Senior Engineer serves as the subject matter expert the builder and the custodian of a platform undergoing one of the most significant capability shifts in its history: the emergence of agentic AI and autonomous workflows that replace manual L1 intervention enrich incident data from observability signals and enable zero-outage operational outcomes. The individual who succeeds in this role will be technically exceptional strategically aware and deeply committed to turning ITSM from a reactive discipline into a proactive self-healing function.

Heres a summary of whatPrincessis looking for in a Senior Engineer ITSM Automation & AI Platform. Is this you

Responsibilities:

ServiceNow Platform Engineering & AI Automation (30%)

• The Senior Engineer owns the full technical development and configuration lifecycle of the ServiceNow platform at Princess Cruises. This encompasses the design and implementation of Business Rules Script Includes Client Scripts UI Policies Flow Designer workflows and custom application logic that automates ITSM processes end-to-end. The incumbent is accountable for the reliability performance and upgrade readiness of the platform at all times.

• Architect build and maintain automation workflows across Incident Change Problem and Service Catalog modules using Flow Designer Business Rules and scripted automation.

• Design configure and govern ServiceNow Now Assist AI capabilities including conversational AI generative summarization and intelligent routing within production ITSM workflows.

• Deploy configure and operationalize ServiceNow Autonomous Workforce AI Specialists beginning with the Level 1 Service Desk AI Specialist and extending to IT Operations and additional specialist types as the platform evolves.

• Maintain and optimize CMDB integrity ensuring configuration item relationships accurately reflect the fleet and shoreside infrastructure landscape.

• Own platform upgrade planning regression testing (ATF) and remediation cycles to ensure continuity across ServiceNow release cadences.

• Build and maintain Service Portal components Record Producers and self-service catalog items that reduce friction for end users across fleet and shoreside populations.

Dynatrace ServiceNow Integration & AIOps (25%)

• A defining capability of this role is the ownership of the DynatraceServiceNow integration stack. As the two platforms deepen their strategic partnership toward autonomous IT operations this engineer is responsible for architecting and maintaining the connective tissue between real-time observability signals and actionable ITSM workflows. The goal is to move Princess Cruises from reactive incident management to proactive AI-driven operational intelligence.

• Design and maintain the bidirectional integration between Dynatrace and ServiceNow ITOM ensuring observability events are automatically ingested enriched deduplicated and routed to the correct ITSM workflow without human triage.

• Configure and optimize DynatraceServiceNow incident creation pipelines with context enrichment embedding root-cause descriptions affected service topology and remediation recommendations directly into SNOW incident records.

• Leverage Now Assist and Dynatrace AI integration to enable administrators to query Dynatrace insights from within the ServiceNow interface reducing context switching and accelerating MTTR.

• Maintain and evolve the unified dashboard layer that surfaces Dynatrace metrics and charts directly within ServiceNow eliminating administrative silos between observability and operations tooling.

• Partner with Platform Engineering and network operations to ensure MID Server health event routing rules and alert suppression policies are correctly configured and maintained.

• Stay current on the DynatraceServiceNow joint roadmap and proactively identify new integration capabilities that can be adopted to advance the autonomous operations agenda.

ITSM Process Automation & Knowledge Management (20%)

• This engineer is accountable for systematically reducing the volume of manual work performed across the ITSM function by identifying designing and deploying automations that handle repetitive rules-based work. The engineer partners closely with the ITSM TIM team Change Management coordinators and Problem Management leads to translate operational patterns into durable automation logic and institutional knowledge.

• Identify and implement end-to-end automation for high-frequency low-complexity incident types replacing manual L1 triage with AI-driven diagnosis action documentation and knowledge base update.

• Build and maintain automated SLA monitoring and breach notification workflows that proactively surface at-risk tickets to the right stakeholders before SLAs are violated.

• Own the Knowledge Management automation strategy including AI-assisted article creation resolution pattern capture from closed incidents and knowledge base quality governance.

• Develop and maintain Change Management automation: pre-approval checks conflict detection risk scoring integration and post-implementation review automation within the CAB workflow.

• Maintain a master version registry across the fleet and ecosystem tracking software versions across all vessel and shoreside environments surfacing discrepancies and feeding this data into change risk assessments.

• Collaborate with the Sr. Manager to define and refine automation KPIs publishing regular metrics on automation deflection rates MTTR improvement and L1 self-resolution rates.

Data Reporting & Executive Intelligence (10%)

• The Senior Engineer plays a central role in transforming raw ITSM and observability data into structured executive-ready intelligence. This individual builds and maintains the reporting layer that feeds the Sr. Managers dashboards the CIO briefings and the operational visibility tools used by the ITSM support team and fleet leadership.

• Build maintain and evolve ServiceNow Performance Analytics dashboards scheduled reports and real-time views for incident volume SLA performance MTTR trends automation deflection and change risk.

• Design and deliver the upstream reporting pipeline that surfaces ITSM operational data to technology leadership structured for the CIO VP Technology and C-suite in a format that connects technology outcomes to business impact.

• Maintain audit trails and governance documentation for all AI-driven automation decisions ensuring accountability traceability and compliance with enterprise data governance requirements.

• Support the Sr. Manager in producing financial and ROI analyses that quantify the impact of automation initiatives including cost-per-incident reduction staffing efficiency gains and automation coverage percentage.

Integration Architecture & REST API Development (10%)

• This role requires fluency in enterprise integration patterns. The Senior Engineer designs and owns REST API integrations between ServiceNow and third-party platforms builds data transformation logic and ensures that all integration surfaces are documented monitored and resilient.

• Design build and maintain REST API integrations between ServiceNow and external platforms including Dynatrace HR systems guest experience platforms maritime operations tools and enterprise communication channels.

• Develop and maintain Transform Maps Import Sets and scripted data migration pipelines to ensure CMDB and asset data remains accurate as the technology environment evolves.

• Maintain integration documentation standards ensuring all APIs event schemas authentication methods and data flows are current auditable and accessible to the broader ITSM team.

• Evaluate and adopt integration patterns from the ServiceNow Autonomous Workforce framework including agentic AI handoff protocols and governed execution trails.

Knowledge & Skills:

• SCOPE: This role operates across the full breadth of the Princess Cruises technology environment spanning 15 active vessels multiple shoreside offices and a fleet IT complement of 51 technology professionals at sea. The Senior Engineers work directly influences how technology incidents changes problems and service requests are managed across maritime hotel technical HR entertainment and communications domains. The automation architecture owned by this role has global operational reach and a direct impact on guest experience and crew productivity.

• PROBLEM SOLVING: This role requires sophisticated autonomous problem solving in a complex always-on environment. The engineer must diagnose platform deficiencies anticipate integration failure points before they become operational incidents and design automation logic that accounts for edge cases in a distributed maritime environment with constrained connectivity. Problems routinely require original analysis there is no off-the-shelf playbook for autonomous ITSM in a maritime context.

• IMPACT: The Senior Engineers outputs directly determine the maturity reliability and intelligence of the ITSM function at Princess Cruises. Poor automation design ripples into degraded incident response times increased L1 labor cost and executive visibility gaps. Excellent automation design measurably reduces MTTR deflects volume from the service desk and produces the data that enables strategic technology decisions at the C-suite level.

• LEADERSHIP: This is a senior individual contributor role with no direct reports. The incumbent is expected to self-direct entirely manage their own backlog against strategic priorities set by the Sr. Manager and function as the technical authority for all ServiceNow and Dynatrace automation questions across the ITSM practice.

• KNOWLEDGE: Deep expertise in ServiceNow platform architecture GlideScript Flow Designer and ITSM module configuration. Strong working knowledge of Dynatrace AIOps capabilities and the DynatraceServiceNow integration suite. Solid understanding of REST API design principles JSON/XML data transformation and enterprise integration patterns. Familiarity with ITIL v4 practices particularly Incident Change Problem and Continual Improvement. Knowledge of AI governance principles as applied to enterprise agentic workflows.

• SKILLS: ServiceNow platform engineering at production grade. JavaScript/GlideScript fluency (server-side and client-side). REST API design and integration development. Executive-quality reporting and dashboard design in ServiceNow Performance Analytics. Strong written and verbal communication able to translate technical architecture into business language for leadership audiences. Documentation discipline: all automation logic integrations and AI agent configurations must be versioned and auditable.

• ABILITIES: Ability to prioritize and self-manage a complex technical backlog in a fast-moving environment. Capacity to operate as the sole owner of a mission-critical platform while maintaining reliability standards. Ability to collaborate with xOps TIM Change Management Platform Engineering and fleet IT stakeholders across time zones. Demonstrated professionalism and composure in high-visibility high-stakes operational situations. Ability to maintain reliable consistent availability during scheduled maintenance windows and critical incident situations.

For all roles:

Knowledge: Understanding of workplace policies and procedures / Familiarity with team collaboration tools and techniques.

Skills: Strong time management and organizational skills

Abilities: Ability to maintain reliable and consistent attendance / Capacity to be punctual and meet deadlines / Ability to collaborate effectively with colleagues and work as part of a team / Demonstrated professionalism in all interactions and tasks.

Essential/Minimum Qualifications:

• Bachelors degree in Information Systems Computer Science Information Technology or equivalent field of study. Equivalent professional experience with demonstrated certifications will be considered in lieu of formal degree.

• Active ServiceNow Certified System Administrator (CSA) required or must be obtained within 6 months of hire.

• Minimum 5 years of hands-on ServiceNow development experience with production responsibility across ITSM modules (Incident Change Problem Service Catalog Knowledge Management).

• Demonstrated experience with ServiceNow automation technologies: Flow Designer Business Rules Script Includes Client Scripts UI Policies UI Actions Scheduled Jobs.

• Strong JavaScript proficiency both server-side (GlideScript) and client-side scripting within the ServiceNow platform.

• Understanding of ITIL v4 frameworks particularly Incident Change Problem and Continual Improvement practices.

Minimum Experience (if preferred but not required list as such):

• 5 years of hands-on ServiceNow development with production responsibility across core ITSM modules. Experience must demonstrate depth not just configuration but scripted automation integration development and platform governance.

• Proven track record designing and implementing REST API integrations between ServiceNow and enterprise third-party platforms at scale.

• Hands-on experience with ServiceNow CMDB management import sets transform maps and data quality governance.

• Experience with ServiceNow Now Assist AI-assisted ITSM capabilities or equivalent enterprise AI workflow tooling.

• Hands-on experience with Dynatrace or equivalent AIOps/observability platform including ITSM event integration.

• Experience working in complex multi-environment enterprise landscapes with distributed stakeholder groups.

STRONGLY PREFERRED:

• Active ServiceNow certifications: CIS-ITSM and/or CIS-ITOM Certified Application Developer (CAD).

• Hands-on experience with ServiceNow Autonomous Workforce AI Specialists or agentic AI agent configuration within enterprise workflows.

• Experience with the DynatraceServiceNow integration suite (released November 2025) including ITOM event ingestion CMDB enrichment and Now Assist AI connector.

• Secondary programming language proficiency: Python JavaScript () or TypeScript.

• Familiarity with DevOps tooling: Git CI/CD pipelines Docker and automated testing frameworks in a ServiceNow development context.

• Experience in hospitality maritime travel or other 24/7 operational industries where ITSM directly impacts guest or customer-facing systems.

Minimum Qualifications (if preferred but not required list as such):

Leadership & Management:

• Proven ability to build lead and develop technical teamshiring coaching performance management and succession planning

• Experience setting strategy and a multi-year roadmap and translating it into execution across multiple teams

• Experience managing budgets resources and vendor/contractor relationships

• Experience leading organizational change and driving enterprise adoption

• Business & Strategic:

• Ability to translate business needs into actionable engineering plans

• Data Engineering:

• Strong background in ETL/ELT pipeline design data modeling and data architecture

• Proficiency in SQL and Python; experience with orchestration tools (e.g. Airflow dbt)

• Experience with cloud data platforms/warehouses (e.g. Snowflake BigQuery Redshift Databricks)

• Experience delivering dashboards/BI (e.g. Power BI Tableau Looker)

• Working knowledge of data governance data quality lineage and security

AI / Machine Learning:

• Experience taking AI/ML use cases from concept through prototype to enterprise production

• Understanding of the ML lifecycle and MLOps (packaging serving monitoring iteration)

• Familiarity with generative AI LLMs and/or agentic AI; awareness of AI governance and responsible-AI practices

Education:

• Bachelors degree in Computer Science Data Engineering Data Science Engineering or a related field; Masters (technical analytics or MBA) preferred but not required

• Cloud (AWS Azure or GCP) data platform (e.g. Snowflake Databricks) or AI/ML certifications preferred

Essential experience required:

• 10 years in data engineering analytics or AI/ML including hands-on pipeline data platform and solution delivery

• 5 years leading and developing technical teams including direct people-management and ideally leading through team leads or other managers

• Proven track record setting strategy and a roadmap and translating business needs into delivered data products and AI solutions in production

• Experience taking solutions from prototype to enterprise-scale production in partnership with IT including driving adoption and change

• Experience managing a functions budget resources vendors and operating model

• Experience establishing or operating data and/or AI governance and enterprise infrastructure

• Preferred: dual exposure to both data engineering and AI/ML deployment; experience standing up enterprise AI infrastructure or platforms; prior Director Senior Manager or equivalent leadership role within a Strategy/Analytics organization; background in travel hospitality or cruise industry

Travel: Less than 25% with shipboard travel likely

Work Conditions: Work primarily in a climate-controlled environment with minimal safety/health hazard potential.

Physical Demands:Must be able to remain in a stationary position at a desk and/or computer for extended periods of time.

This position is classified as in-office. As an in-office role it requires employees to work from a designated Princess office in South Florida Monday through Thursday each week. Employees may work from their homes on Fridays. Candidates must be located in (or willing to relocate to) the Miami/Ft. Lauderdale area.

Princess provides comprehensive and innovative benefits to meet your needs including:

What You Can Expect

• Cruise and Travel Privileges forYou andYourFamily
• HealthBenefits
• 401(k)
• Employee Stock Purchase Plan
• Training & Professional Development
• Tuition& Professional CertificationReimbursement
• Rewards & Incentives

Our Culture Stronger Together

Our highest responsibility and top priorityiscompliance environmental protection and the health safety and well-being of our guests the people in the communities we touch and serve and our shipboard and shoreside employees. Please visit our site to learn more about our Culture Essentials Corporate VisionStatementand our Core Values at: anequal-opportunityemployer. All qualified applicants will receive consideration for employment without regard to age ancestry color family or medical care leave gender identity or expression genetic information marital status medical condition national origin physical or mental disability political affiliation protected veteran status race religion sex (including pregnancy) sexual orientation or any other characteristic protected by applicable laws regulations and ordinances.

Americans with Disabilities Act (ADA)

Princess will provide reasonable accommodations with the application process upon your request asrequiredtocomply withapplicable laws. If you have a disability and requireassistancein this application process please contact.

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