Senior Engineer, ITSM AI Platform

Job Description

One of the best-known names in cruising, Princess is the world’s 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 can’t. The Love Boat promises something for everyone.

One of the best-known names in cruising, Princess is the world’s 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 can’t. The Love Boat promises something for everyone.
The Senior Engineer, ITSM Automation & AI Platform is the operational and engineering engine behind the company's 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 Service Now 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 leadership. In 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 company’s 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.
Here’s a summary of what Princess is looking for in a Senior Engineer, ITSM Automation & AI Platform. Is this you?

Service Now Platform Engineering & AI Automation (30%)

• The Senior Engineer owns the full technical development and configuration lifecycle of the Service Now 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 Service Now Now Assist AI capabilities — including conversational AI, generative summarization, and intelligent routing — within production ITSM workflows.
• Deploy, configure, and operationalize Service Now 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…