SUMMARYWe are seeking a highly skilled ITSM Workflow Engineer to build and continuously optimize our IT service management operations on the ServiceNow platform. This is not a ticket-queue administration role. This is an engineering position for someone who treats every ITSM workflow as a product, every manual touchpoint as a defect, and every AI capability as a force multiplier for operational excellence.
The successful candidate will have deep, hands-on expertise across ServiceNow's core ITSM modules and will lead the organization's initiative to embed intelligent automation and AI-powered capabilities into the fabric of how IT services are delivered, monitored, and improved. You will collaborate directly with infrastructure, security, legal, and business operations teams to ensure workflows are not only efficient but also compliant, auditable, and secure.
ESSENTIAL DUTIES AND RESPONSIBILITIES Workflow Engineering & Automation- Build, and maintain end-to-end ITSM workflows across Incident, Problem, Change, Request, and Asset management domains in ServiceNow
- Eliminate manual touchpoints through intelligent automation: automated routing, enrichment, escalation, and resolution workflows that operate with minimal human intervention
- Build and maintain a library of reusable workflow components, integration connectors, and automation templates to accelerate delivery velocity
- Conduct regular workflow audits to identify automation gaps, redundancies, and performance bottlenecks, producing a prioritized improvement backlog
AI Integration & Intelligent Operations- Deploy and operate AI-powered triage systems using ServiceNow Predictive Intelligence, Now Assist, and external LLM APIs to automate incident classification, routing, and first-level resolution
- Design agentic automation workflows that coordinate multi-step actions across tools (ServiceNow, monitoring platforms, cloud consoles) to resolve defined incident classes autonomously
- Build predictive analytics pipelines to surface SLA breach risk, recurring problem patterns, and capacity signals before they become operational issues
- Evaluate and pilot emerging AI capabilities on the ServiceNow platform, delivering structured assessments of ROI, risk, and implementation readiness
- Partner with the legal and security teams to ensure all AI capabilities deployed on the platform comply with organizational AI governance policies and applicable regulations
Platform Governance & Quality- Enforce ServiceNow development standards: peer review processes, coding standards, documentation requirements, and update set governance across the platform team
- Maintain CI/CD pipeline discipline for platform changes, including automated testing via ATF, staged promotion, and rollback procedures
- Maintain the configuration management database (CMDB) quality program, ensuring CI accuracy, relationship completeness, and automated reconciliation processes are operating correctly
- Produce operational dashboards and executive-facing reporting on key ITSM metrics: MTTR, first-contact resolution, SLA compliance, automation rate, and AI deflection rates
Stakeholder Partnership & Enablement- Act as the internal subject matter expert on ServiceNow capabilities, ITIL best practices, and applied AI in IT operations, advising leadership on platform roadmap priorities
- Collaborate cross-functionally with infrastructure, security, legal, and business operations to translate operational requirements into automated workflow solutions
- Develop training materials and runbooks that enable IT staff and end users to adopt new automation capabilities and self-service tools effectively
- Represent the ITSM platform in vendor discussions with ServiceNow, participating in early access programs and maintaining awareness of upcoming platform capabilities
QUALIFICATIONS
Knowledge Areas/ExperienceRequired- 5-8 years of hands-on experience in ITSM, IT operations, or enterprise service management roles
- 3+ years of production-level ServiceNow development and administration experience
- Demonstrated experience delivering workflow automation projects that measurably reduced manual effort or improved SLA performance
- Experience deploying agentic AI systems - multi-step autonomous workflows, tool-use chains, or RAG pipelines - in production enterprise environments
- Experience with ServiceNow Now Assist configuration, GenAI controller setup, or integration with external LLMs (OpenAI, Anthropic, Azure OpenAI)
- Working knowledge of observability platforms and their integration with ServiceNow event management workflows
- Demonstrated hands-on experience across the following Core ITSM Modules: Incident Management, Problem Management, Change Management, Request Management, Asset & CMDB, Knowledge Management
Experience with Platform Development & Configuration- Flow Designer and Process Automation Designer: build no-code and low-code workflow automations across ITSM modules with conditional branching, approvals, and SLA timers
- ServiceNow Scripting: write Business Rules, Script Includes, Client Scripts, UI Actions, and Scheduled Jobs using JavaScript/Glide API to extend platform capabilities
- IntegrationHub & Spoke Development: configure and build custom spokes for third-party integrations (Azure, AWS, Entra, Slack, monitoring tools)
- Service Portal & Agent Workspace: customize portal experiences, agent workspaces, and mobile views to improve end-user and technician efficiency
- Automated Test Framework (ATF): build and maintain automated regression test suites to validate workflow integrity across platform upgrades
- Update Sets & DevOps Pipeline: manage configuration promotion across Dev / Test / Production instances using ServiceNow DevOps or equivalent pipeline tooling
ServiceNow AI & Now Assist Capabilities- Now Assist for ITSM: configure and tune generative AI features including incident summarization, resolution notes generation, and agent-facing AI recommendations
- Predictive Intelligence: train and deploy classification and similarity models for intelligent incident routing, SLA breach prediction, and category auto-assignment
- Virtual Agent: design and deploy conversational AI workflows for self-service incident creation, password resets, and service request intake via the Now Platform chatbot framework
- ITSM Generative AI Workspace: implement AI-assisted agent workspaces that surface contextual knowledge, similar incidents, and suggested resolutions in real time
- AI Search: configure semantic search across the Knowledge Base and Service Catalog to improve deflection rates and reduce repeat incidents
Education/Certifications- Bachelor's degree in Computer Science, Information Systems, or equivalent practical experience
- Required certifications: ITIL 4 Foundation, ServiceNow CSA
- Preferred certifications: ServiceNow CIS-ITSM, ServiceNow CAD
Technical Skills- Hands-on proficiency in Service Now (Flow Designer, Scripting, IntegrationHub)
- Proficiency with JavaScript/Glide API
- Proficiency with REST GraphQL API integration
- Working knowledge of AI/ML: LLM APIs, Predictive Intelligence, Now Assist
- Proficiency with CMDB design and data quality management
- Proficiency with ITSM analytics: ServiceNow Performance Analytics or BI tools
- Familiarity with CI/CD practices for platform configuration
- Familiarity with Python or PowerShell for automation scripts
CORE COMPETENCIESThese core competencies reflect the underlying values that are necessary to represent the National Hockey League:
- Accountability
- Adaptability
- Communication
- Critical Thinking
- Inclusion
- Professionalism
- Teamwork & Collaboration
SALARY RANGE: $140-160K
Actual base pay for a successful candidate will be determined based on a variety of job-related factors, including but not limited to: experience/training, market demands, and geographic location.
When applying, please be sure to include a cover letter with your salary expectations for this role. We thank all applicants for their interest in this opportunity, however only qualified candidates selected for an interview will be contacted. NO EMAILS OR PHONE CALLS PLEASE.Job Questions:- This position will be based in our New York City Office. Are you willing and able to commute to our office for this position?
- If you are not currently living in the tri-state area, are you willing and able to relocate at your own expense for this position?
- Do you have the legal right to work in the United States?
- Will you now or in the future require visa sponsorship to continue work in the United States?
- What are your salary expectations for this role? (NOTE: We are NOT asking for your current salary or salary history)
- How did you hear about this position? Where did you first see this role posted?
- Do you have 5-8 years of experience in ITSM, IT Operations, or enterprise service management roles? If so, briefly summarize your experience.
- Do you have prior experience with ServiceNow's core ITSM modules? If so, briefly summarize your experience.
- On a scale of 1-5, where 5 is the highest, how would you rate your knowledge of observability platforms and their integration with ServiceNow event management workflows?
- On a scale of 1-5, where 5 is the highest, how would you rate your general knowledge of IT Service Management (ITSM) best practices?
