Director of Workflow Engineering

Director of Workflow Engineering

Ready to architect AI-native workflows that power global operations at Thomson Reuters?

At Thomson Reuters, we build technology that helps professionals pursue justice, truth, and transparency. As part of our continued evolution toward AI-enabled and automation-first operations, we are expanding our Service Management engineering leadership.

We are seeking a Director of Workflow Engineering to lead the engineering function responsible for building, optimizing, and scaling operational workflows and automation on the Service Now platform. This role plays a critical part in enabling real-time operational execution, connecting AI recommendations to action, and ensuring our service management platform supports a modern, AI-native operating model across global products and services.

In this opportunity as Director of Workflow Engineering, you will:

• Own the architectural direction, development standards, and engineering practices for Service Now workflows across Incident, Change, Problem, Request, and related modules

• Design, develop, and scale operational workflows, platform logic, and configurations that support enterprise service management and real-time operations

• Implement and govern Now Platform capabilities, including AI-powered features such as Predictive Intelligence and Now Assist

• Build and maintain automation and orchestration patterns that integrate with AI-driven runbooks and intelligent operations capabilities

• Embed agentic and multi-step automations into workflows to enable faster, safer, and more consistent operational execution

• Develop and maintain integrations between Service Now and monitoring platforms, cloud providers, CI/CD pipelines, CMDB discovery inputs, and event or correlation engines

• Own the workflow engineering roadmap, prioritizing initiatives that reduce manual toil, increase automation, enable AI orchestration, and accelerate operational outcomes

You're a fit for the role of Director of Workflow Engineering if your background includes:

Service Now Architecture & Development

• Expert-level experience in Service Now architecture, workflow design, development, and platform governance

• Proven ability to own and evolve platform architecture while balancing out-of-the-box capabilities with differentiated operational needs

• Strong understanding of SDLC discipline, including sub-production testing, release management, change controls, and rollback readiness

Workflow Engineering & Automation

• Demonstrated experience designing and scaling automation within operational environments

• Ability to engineer workflows that support real-time execution requirements, including those needed by global command or operations centers

• Experience ensuring automation and AI-triggered actions operate within well-designed safety guardrails

Integration Engineering

• Strong integration engineering background, including APIs, webhooks, event-driven architectures, monitoring platforms, cloud services, and telemetry ingestion

• Experience enabling seamless data flow between monitoring, topology, and workflow execution systems

Platform Governance, Risk & Compliance

• Experience establishing and enforcing development standards, quality controls, and platform governance

• Ability to ensure workflows, integrations, and platform changes comply with ITSM policies, process governance, and internal controls

• Strong focus on operational safety, auditability, approvals, and risk management embedded directly into workflows

Cross-Functional Leadership & Adoption

• Proven leadership of engineering or platform teams within ITSM, operations, or enterprise technology environments

• Strong stakeholder management skills and the ability to collaborate across operations, data, governance, engineering, and AI teams

• Ability to evangelize platform capabilities, drive adoption of automation-first practices, and enable consistent use of Service Now across teams

Certifications

• Service Now certifications strongly preferred

• Additional certifications, such as ITIL, cloud platforms (AWS, Azure), or automation-related credentials, are beneficial

• Passion for technology, continuous learning, and building high-performing teams

#LI-LP2

• Hybrid Work Model: We've adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.

• Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.

• Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow's challenges and…