Senior ServiceNow Engineer

Credit Acceptance is proud to be an award-winning company recognized both locally and nationally across multiple workplace categories. Our world-class culture is shaped by dedicated team members who are driven to succeed as professionals individually and together as a team. Backed by a strong product, exceptional people, and a stable financial foundation, we’ve grown into a leading provider of used and new car financing across the country.

Our Engineering and Analytics Team Members utilize the latest technology to develop, monitor, and maintain complex practices that help optimize our success.  Our Team Members value being challenged, are encouraged to express their ideas, and have the flexibility to enjoy work life balance.  We build intrinsic value by partnering with all functions of our business to support their success and make strategic business decisions.  

We focus on professional development and continuous improvement while enjoying a casual work environment and Great Place to Work culture!

As a Senior Service Now Engineer, you will design and build AI-powered employee self-service experiences that help people find information, resolve issues, request services, and complete business processes. You will use Service Now as the governed workflow and system of action, advancing common requests from conversational assistance to automated fulfillment and autonomous completion where appropriate.
Within Enterprise Business Applications, you will partner with product and business teams to simplify processes, build reusable enterprise actions, and connect them securely to our systems You will own the engineering quality of these capabilities from discovery through production.
This role owns technical design, implementation, and service quality. Business and product owners retain accountability for priorities, policies, and process decisions. You will influence those decisions with evidence and engineering judgment, partnering with Digital Workplace and enterprise AI teams on shared capabilities.
** Outcomes and Activities*
* * This position will work from home; occasional planned travel to an assigned Southfield, Michigan office location may be required.  However, this position is permitted to work at a Southfield, Michigan office location if requested by the team member.
* Engineer AI-powered self-service. Use Service Now conversational experiences, knowledge, workflows, and agent capabilities, applying deterministic automation where appropriate and bounded AI reasoning where it adds value.
* Find friction and simplify before automating. Partner with product owners, service teams, and business stakeholders to prioritize opportunities. Eliminate unnecessary steps and favor platform-native capabilities over customization.
* Engineer trusted enterprise context for AI. Improve knowledge quality with service owners and implement permissions-aware retrieval grounded in catalog, CMDB, and service data.
* Evaluate and govern AI before release. Define evaluation scenarios and release criteria covering response accuracy, grounding, task completion, and unsafe actions. Test changes to prompts, models, tools, and knowledge before release. Build in human approval for sensitive actions, audit trails, and the ability to suspend faulty automation.
* Create reusable, trustworthy capabilities. Build reusable actions, subflows, and agent tools that serve multiple business processes. Expose governed Service Now services through APIs. Design secure integrations with defined contracts, validation, retries, and rollback.
* Protect access and sensitive data. Configure least-privilege roles, integration identities, and secrets management. Support access reviews, , and audit evidence with process owners and Security. Preserve required approvals and segregation of duties.
* Measure productivity outcomes. Establish a baseline with business owners, then measure cycle time, manual steps removed, hours released, adoption, and rework. Distinguish capacity released from realized savings, and account for ongoing support and tool costs.
* Operate and release dependable capabilities. Own production reliability for platform capabilities and integrations. Use logs , alerts, and root-cause analysis to reduce recurring failures. Monitor task completion, self-service resolution, and latency. Automate regression testing, maintain source control, and document runbooks. Participate in the on-call rotation.
* Raise engineering quality and enable adoption. Provide technical…