Job Summary:
We are seeking a Copilot Studio Agent Engineer to design, build, and operate declarative agents in Microsoft Copilot Studio that orchestrate end-to-end workflows across ServiceNow and the Microsoft ecosystem. The role focuses on approved connectors, governed environments, human-in-the-loop controls, and secure automation of packaging, deployment, monitoring, and remediation processes. The engineer will collaborate with platform operators, governance teams, and business owners to deliver reliable agent workflows that comply with enterprise guardrails and data governance requirements. This role ensures agents and integrations remain compliant, observable, and resilient while providing streamlined experiences for operational teams through gated CI/CD processes and audited runtime operations.
Key Responsibilities:
• Design declarative Copilot Studio agents for request intake, pipeline monitoring, deployment verification, and remediation workflows.
• Ensure agents implement Human-in-the-Loop (HITL), Human-on-the-Loop (HOTL), and approved Human-out-of-the-Loop (HOOTL) patterns for critical actions.
• Ground agents in approved internal knowledge sources and allowlisted external sources while maintaining transparency of agent reasoning and action history.
• Implement operational dashboards and alerts for intervention events, failures, and escalations.
• Log all agent actions and interventions to centralized platforms such as ELMA or Splunk, maintaining audit trails for governance reviews.
• Configure ServiceNow OAuth2 Registry and identity flows required for Copilot Studio agent access.
• Coordinate with ServiceNow platform teams on registration, RBAC, and token lifecycle management.
• Implement Virtual Agent Bot Interconnect and handoff patterns to enable bidirectional conversations between Copilot Studio agents and ServiceNow Virtual Agent.
• Validate end-to-end user journeys and escalation paths.
• Enable ServiceNow REST APIs for Knowledge Base and ticketing functions.
• Map permissions and roles to enterprise data classification rules and DLP policies.
• Plan for future interoperability with Now Assist and coordinate proof-of-concept activities and policy reviews with platform operators and AoE.
• Build solutions using approved connectors and review external or custom connectors through formal intake and exception processes.
• Enforce Data Loss Prevention (DLP) policies across all environments.
• Promote solutions across DEV, UAT, and PROD using managed environments and CI/CD gates for functional, security, and compliance checks.
• Maintain CMDB entries, owner assignments, naming standards, and backup strategies.
• Classify inputs, outputs, and logs according to enterprise data standards.
• Use synthetic data or production data copies in UAT only with explicit approvals.
• Implement human-in-the-loop approvals for all critical actions.
• Design escalation protocols for situations where authority thresholds are exceeded or anomalous behaviors are detected.
• Instrument agents for runtime monitoring, failure detection, and safe-stop controls.
• Respond to suspension triggers from Platform Operators and provide remediation plans that pass all required gates before reactivation.
• Participate in governance reviews and ensure evidence is captured for lifecycle management, IAM attestation, and annual guardrail reviews.
Required Qualifications:
• Experience building Copilot Studio agents or Power Platform solutions in governed enterprise environments.
• Ability to design declarative workflows that support HITL, HOTL, and HOOTL models.
• Hands-on experience integrating Microsoft platforms with ServiceNow, including OAuth2 configuration, REST API usage, and Virtual Agent Bot Interconnect.
• Proficiency in Power Platform CI/CD, environment promotion, and gated release checks for security and compliance.
• Strong understanding of enterprise data classification, DLP, and audit requirements.
• Experience implementing centralized logging and audit trails.
• Ability to troubleshoot connectors, identity, RBAC, and runtime orchestration between Copilot Studio and ServiceNow.
• Strong understanding of declarative agent building, prompt design, grounding data curation, and action mapping in Copilot Studio.
• Experience with ServiceNow integration architecture, including secure token flows, Knowledge Base and ticketing APIs, and Virtual Agent handoffs.
• Knowledge of governance and operational practices, including CMDB hygiene, documentation, evidence capture, and review cadence participation.
• Understanding of observability and reliability engineering for autonomous workflows, including monitoring, safe-stop mechanisms, and escalation design.
• Ability to collaborate with Platform Operators, AoE, and business owners to align solutions with approved usage patterns and enterprise guardrails.
Preferred Qualifications:
• Experience with Azure Functions, Power Automate, and Dataverse as orchestration backplanes for agent actions.
• Familiarity with enterprise IAM attestation and least-privilege design for service accounts, makers, and platform roles.
• Experience with packaging and deployment operations, pipeline monitoring, and automated remediation.
• Ability to translate operational requirements into governed agent workflows.
