Operations AI Transformation Engineer – ServiceNow

Job Category

Operations

AI Transformation Engineer – Service Now

Working closely with the Service Now Architect, the AI Agent Platform Engineer will enable automation and AI-driven capabilities across the organization. The role partners cross‑functionally with Customer Success, Professional Services Operations, and Dev Ops to design and implement intelligent workflows, agentic AI integrations, and automated experiences across APIs, portals, and platforms.

Design, build, and operate the internal agentic AI platform that connects Service Now AI Control Tower / Now Assist to MCP‑based tools and cross‑platform agents.

Implement and maintain MCP servers and clients: define JSON schemas, enforce RBAC/least privilege, manage secrets, timeouts, retries, and streaming responses.

Expose and catalog enterprise tools (e.g., ticketing, code, chat, knowledge, workflow) via MCP; build adapters and connectors with clear SLAs and versioning.

Wire Service Now agents to call MCP tools through the agent fabric/bridge and apply Control Tower policies (guardrails, HITL, audit, regional data routing).

Develop and troubleshoot Integration Hub spokes / Flow Designer actions to orchestrate governed tool calls and automate common service flows.

Implement observability and cost/performance telemetry for agent/tool calls; own dashboards, alerts, and runbooks; meet availability and latency SLOs.

Harden against agentic risks (prompt injection, data exfiltration, cross‑agent escalation) using allow‑lists, supervised execution for privileged actions, and policy enforcement.

Partner with security, platform, and product teams to define paved‑road patterns, reusable templates, and documentation for internal adopters.

Contribute to backlog grooming, technical design reviews, and iterative delivery; champion testing strategies for tools and agent behaviors.

Collaborate with Operations teams to design, develop, and implement enhancements and new capabilities across the Service Now platform, ensuring alignment with business needs and Service Now best practices.

Own end‑to‑end stewardship of the Customer Experience Portal (CEP) within Service Now, including feature enhancements, UI/UX improvements, customizations, performance optimization, and oversight of platform upgrades.

Integrate automation across APIs and agentic AI platforms, contributing to high‑quality, scalable, and maintainable solutions.

Support the definition and enforcement of architectural standards, governance processes, and technical guardrails related to AI and automation.

Manage and optimize AI skills, usage, and performance through the AI Control Tower, ensuring reliable and compliant operation.

3 years Service Now development, including hands‑on work with Integration Hub / Flow Designer / Automation Engine / Workflow Data Fabric, Service Catalog best practices, and (ideally) Service Graph Connectors, such as Ansible.

Practical experience building or operating MCP (Model Context Protocol) clients/servers or analogous tool frameworks (e.g., OpenAI function calling, Lang Chain tools, Semantic Kernel connectors).

Ability to design JSON schemas for tool inputs/outputs; strong API integration skills (REST, OAuth, webhooks), and secure secrets/config management.

Working knowledge of Service Now AI Control Tower concepts (governance, guardrails/HITL, observability) and connecting agents to external tools in a governed manner.

Proficiency in AI prompt engineering for code, application, and portal development.

Advanced abilities with one or more programming languages, aside from JavaScript, typically used for integration/platform work (e.g., Type Script/Node.js, Python).

Knowledge of Service Now Fluent and SDK is a plus.

Excellent communication and collaboration skills; comfort supporting internal product teams as platform customers.

Three or more Service Now UI Builder or integration projects (please provide samples); experience with UI Builder, HTML/CSS/JavaScript, Jelly, Bootstrap, Angular

JS, React, or legacy Service Now CMS.

Experience with Service Now Now Assist for Creator and/or Service Now IDE & SDK for AI‑enabled development.

Expe…