Overview
In this role, you will design and deliver intelligent automation on the ServiceNow platform, focusing on ITSM and ITOM. You’ll lead infrastructure automation initiatives to boost efficiency and faster incident response. You’ll build automation workflows and integrations, and advance Service Operations capabilities to enable proactive service management. Collaborating with cross-functional teams, you’ll promote an automation-first approach to scale operations. This remote role offers quarterly in-person engagement and the chance to influence platform strategy in a Fortune 500 retail tech environment.
Pay / Benefits
- competitive compensation
- paid time off
- employee assistance program
- parential leave
- paid volunteer hours
- healthcare benefits starting day 1 (US)
Responsibilities
- Design and optimize intelligent automation across ServiceNow (ITSM/ITOM)
- Lead development of infrastructure solutions to reduce manual work and speed incident detection/resolution
- Build/enhance automation workflows, integrations, and platform capabilities (Flow Designer, Workflow, Playbooks)
- Develop Service Operations Workspace, virtual agent, and predictive features for proactive service management
- Partner with cross-functional teams to shape platform strategy and promote automation-first culture across infrastructure operations
Key requirements
- Strong knowledge of intelligent automation (Virtual Agent, Predictive Intelligence, AI Search, Now Assist) in an enterprise setting
- Extensive ServiceNow engineering experience with ITSM, ITOM, Flow Designer, and Workflow automation
- Proven track record in building/enhancing infrastructure and service operations solutions (integrations, APIs, UI Builder, Service Operations Workspace)
- Excellent stakeholder management and problem-solving skills with ability to drive improvements
- Experience in complex enterprise environments with a strategic, outcome-focused mindset
- stakeholder management
- problem solving
- influence direction
- ServiceNow ITSM
- ServiceNow ITOM
- Flow Designer
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