ServiceNow AI Engineer

Position Summary

CVS Health is seeking a Staff Service Now AI Engineer, a platform engineering role responsible for enabling, scaling, and operating enterprise AI capabilities across the Service Now platform. The role focuses on Now Assist and Moveworks integration, delivering secure, governed, and reusable AI services that can be consumed consistently across HRSD, ITSM, ITOM, and broader ESM domains.

• Scope:
  Platform-wide (shared AI services across all Service Now products)
• Model:
  Central Platform Engineering (not embedded in a single product team)
• Primary AI Capabilities:
  Now Assist Skills, Now Assist Agents, Now Assist Agentic Workflows, Moveworks Agent to Agent Integration, AI Control Tower, Now Assist for Creator
• Engineering Approach:
  Configuration‑first, with selective scripting and integration development as needed
• Success Metrics:
  • Adoption and enablement of Now Assist and Moveworks across Service Now domains
  • Reduction in manual handling time through AI assistance
  • Self‑service containment and deflection improvements
  • Stability and upgrade safety of AI configurations
  • Compliance with AI governance and audit requirements

• Configure, deploy, and operate Now Assist capabilities (Skills, Agents, Agentic Workflows, Agent to Agent Integration, AI Control Tower, Now Assist for Creator).
• Integrate and align Moveworks with Service Now experiences, ensuring seamless handoff, consistent intents, and enterprise‑approved patterns.
• Develop within platform‑level AI standards for enterprise re-use and scalability.
• Support Citizen Developer model for AI Enablement.
• Support ESM SDLC process (Development, Testing, Code Migration, Deployment).

• Design and maintain reusable AI configurations, including Skills and Agents.
• Define reference architectures for common use cases across AI configurations.
• Ensure AI solutions align with Service Now platform architecture, performance expectations, and upgrade compatibility.

• Leverage out‑of‑the‑box and configurable AI features wherever possible to maximize maintainability and upgrade safety.
• Use scripting and custom logic only when required to extend capabilities, integrate systems, or enforce enterprise guardrails.
• Build and maintain integrations using Integration Hub, APIs, and event‑driven patterns to support AI‑initiated actions.

• Responsible AI Governance to ensure:
  • Appropriate data access boundaries
  • Role‑based controls and logging
  • Human‑in‑the‑loop and escalation patterns
• Support architecture reviews, AI technical governance boards, and risk assessments for AI features.
• Document AI designs, data sources, and controls to support audit and compliance requirements.

• Support the definition of and monitoring of platform‑level AI KPIs.
• Continuously tune prompts, intents, and configurations based on usage data and outcomes.
• Partner with product teams to validate AI value realization across domains.

• Establish operational runbooks for AI capabilities, including monitoring, incident response, and problem management.
• Manage AI feature lifecycle across environments (lower → production), including testing, releases, and upgrades.
• Evaluate new Service Now AI features and vendor enhancements, providing recommendations for platform adoption.

• 7+ years of Service Now platform engineering or development experience.
• 3+ years of experience in Service Now configuration, security model, data structures, scripting and integration patterns.
• 3+ years of experience working in a central platform or shared services model.
• At least 1+ years of experience enabling Now Assist or AI‑assisted Service Now capabilities in production.
• At least 1+ years of experience translating enterprise AI strategy into practical, governed platform capabilities.

• Experience integrating or operating Moveworks with Service Now.
• Experience with knowledge management, service…