JOB SUMMARY
The Flow Designer / Automation Engineer is responsible for designing and implementing automated workflows that operationalize service-aware processes across the platform. This role converts operational procedures, governance requirements, and service intelligence into structured, executable workflows that drive consistent, reliable outcomes. The Flow Designer / Automation Engineer focuses on how work is executed-ensuring that processes are automated, standardized, and aligned to service-aware principles.
Key Responsibilities
- Design, build, and maintain workflows using Flow Designer and related automation capabilities.
- Develop reusable flows, subflows, and actions for enterprise-scale use cases.
- Ensure workflows are modular, maintainable, and aligned to platform standards.
- Translate business and operational processes into automated workflows.
- Eliminate manual coordination by automating decision points and execution steps.
- Align workflows to service dependencies and operational realities.
- Embed governance rules and approval models into workflow logic.
- Prevent incomplete, non-compliant, or unauthorized actions.
- Enforce service ownership, lifecycle, and control requirements through automation.
- Build workflows supporting change lifecycle, including validation, approvals, and execution gating.
- Enable incident routing, triage, and enrichment workflows.
- Use service context for accurate execution and routing decisions.
- Design workflows with error handling, retry, and fallback logic.
- Ensure automation is resilient and safe for production use.
- Define and document failure conditions and recovery approaches.
- Monitor workflow performance and execution outcomes.
- Improve workflows to reduce cycle time and eliminate inefficiencies.
- Standardize automation patterns for reuse and consistency.
Required Qualifications
- 15+ years' experience in IT industry
- 10+ years' experience designing and implementing workflows in ServiceNow Flow Designer or similar platforms.
- Strong understanding of workflow orchestration and process automation principles.
- Experience translating business requirements into automated solutions.
- Proven ability to build scalable and reliable automation in enterprise environments.
- Must be onsite in one of the following locations: Raleigh, NC; Charlotte, NC; Wilson, NC; Richmond, VA; or Atlanta, GA.
Preferred Qualifications
- Bachelor's Degree.
- Experience supporting service-centric or Service-Aware operating models.
- Familiarity with governance automation and policy-as-code concepts.
- Experience with ITSM processes such as change and incident management.
- Background in regulated or complex enterprise environments.
