POSITION SUMMARYCVS Health is seeking a Staff
ServiceNow AI Engineer, a platform engineering role responsible for enabling, scaling, and operating enterprise AI capabilities across the ServiceNow platform. This role focuses on Now Assist and Moveworks integration, delivering secure, governed, and reusable AI services that can be consumed consistently across HRSD, ITSM, ITOM, and broader ESM domains.
Operating within the ServiceNow Platform Engineering organization, this role emphasizes configuration-first AI enablement, standardized patterns, and guardrails-ensuring AI solutions are scalable, measurable, and aligned with enterprise security, privacy, and governance standards.
Role Scope & Operating Model- Scope: Platform-wide (shared AI services across all ServiceNow products)
- Model: Central Platform Engineering (not embedded in a single product team)
- Primary AI Capabilities: Now Assist Skills, Now Assist Agents, Now Assist Agentic Workflows, Moveworks Agent to Agent Integration, AI Control Tower, Now Assist for Creator
- Engineering Approach: Configuration-first, with selective scripting and integration development as needed
- Success Metrics (Examples)
- Adoption and enablement of Now Assist and Moveworks across ServiceNow domains
- Reduction in manual handling time through AI assistance
- Self-service containment and deflection improvements
- Stability and upgrade safety of AI configurations
- Compliance with AI governance and audit requirements
What we expect of you1) Enterprise AI Enablement (Now Assist & Moveworks)- Configure, deploy, and operate Now Assist capabilities (Skills, Agents, Agentic Workflows, Agent to Agent Integration, AI Control Tower, Now Assist for Creator).
- Integrate and align Moveworks with ServiceNow experiences, ensuring seamless handoff, consistent intents, and enterprise-approved patterns.
- Develop within platform-level AI standards for enterprise re-use and scalability.
- Support Citizen Developer model for AI Enablement.
- Support ESM SDLC process (Development, Testing, Code Migration, Deployment)
2) Platform Architecture & Reusable Patterns- Design and maintain reusable AI configurations, including Skills and Agents.
- Define reference architectures for common use cases across AI configurations.
- Ensure AI solutions align with ServiceNow platform architecture, performance expectations, and upgrade compatibility.
3) Configuration-First Engineering with Selective Scripting- Leverage out-of-the-box and configurable AI features wherever possible to maximize maintainability and upgrade safety.
- Use scripting and custom logic only when required to extend capabilities, integrate systems, or enforce enterprise guardrails.
- Build and maintain integrations using Integration Hub, APIs, and event-driven patterns to support AI-initiated actions.
4) Responsible AI, Security, and Governance- Responsible AI Governance to ensure:
- Appropriate data access boundaries
- Role-based controls and logging
- Human-in-the-loop and escalation patterns
- Support architecture reviews, AI technical governance boards, and risk assessments for AI features.
- Document AI designs, data sources, and controls to support audit and compliance requirements.
5) Measurement, Optimization, and Observability- Support the definition of and monitoring of platform-level AI KPIs.
- Continuously tune prompts, intents, and configurations based on usage data and outcomes.
- Partner with product teams to validate AI value realization across domains.
6) Platform Operations & Lifecycle Management- Establish operational runbooks for AI capabilities, including monitoring, incident response, and problem management.
- Manage AI feature lifecycle across environments (lower 12 production), including testing, releases, and upgrades.
- Evaluate new ServiceNow AI features and vendor enhancements, providing recommendations for platform adoption.
REQUIRED QUALIFICATIONS - 7+ years of ServiceNow platform engineering or development experience.
- 3+ years of experience in ServiceNow configuration, security model, data structures, scripting and integration patterns.
- 3+ years of experience working in a central platform or shared services model.
- At least 1+ years of experience enabling Now Assist or AI-assisted ServiceNow capabilities in production.
- At least 1+ years of experience in translating enterprise AI strategy into practical, governed platform capabilities.
PREFERRED QUALIFICATIONS - Experience integrating or operating Moveworks with ServiceNow.
- Experience with knowledge management, service catalog design, and intent modeling.
- Familiarity with AI governance, privacy, and enterprise risk management concepts.
- Experience supporting multiple ServiceNow domains (HRSD, ITSM, ITOM, ESM).
- ServiceNow: Now Assist (all capabilities), Flow Designer, IntegrationHub, Performance Analytics, Advanced Scripting
- AI Enablement: prompt configuration, intent/topic modeling, fallback and escalation design, evaluation metrics
- Integration: REST APIs, OAuth, data mapping, event-based workflows
- Engineering Practices: configuration management, CI/CD awareness, documentation, upgrade readiness
- Certifications
- ServiceNow Certified System Administrator (CSA)
- ServiceNow Application Developer
- ServiceNow Implementation Specialist (any major domain)
- ServiceNow AI-related credentials (where available)
- Enterprise AI governance or cloud AI fundamentals training
- Key Partnerships
- Platform Architecture & Engineering
- Product Owners across HRSD, ITSM, ITOM, ESM
- Security, Risk, and Compliance
- AI Technical Governance / Architecture Review Boards
- Service Operations & Knowledge Management
EDUCATIONBachelors degree from accredited university or equivalent work experience (HS diploma + 4 years relevant experience).
Pay RangeThe typical pay range for this role is:
$130,295.00 - $260,590.00
This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. This position also includes an award target in the companys equity award program.
Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.
Great benefits for great peopleWe take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.
This full-time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well-being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.
Additional details about available benefits are provided during the application process and on Benefits Moments.
We anticipate the application window for this opening will close on: 06/30/2026
