Senior ServiceNow Engineer

Requirements:

• Bachelors degree in Computer Science, Information Systems, or a closely related field, or equivalent work experience. Degrees must be from institutions accredited by the Council for Higher Education Accreditation or an equivalent accrediting body.
• 6+ years of enterprise software or platform engineering experience, including substantial hands-on ServiceNow experience with workflow automation, data models, access controls, JavaScript, platform APIs, and integrations.
• Demonstrated experience delivering enterprise self-service, conversational AI, intelligent automation, or agent-based solutions with measurable adoption.
• Practical expertise in the Software Development Life Cycle (SDLC) and Agent Development Life Cycle (ADLC), including Agile/SCRUM, testing, release management, and DevOps practices.
• Experience building secure, compliant cloud-based applications, including access controls and sensitive data handling; familiarity with standards such as SOC 2.
• Experience providing technical leadership and mentoring other engineers.
• Must reside in or be willing to relocate to the greater Southfield, Michigan, area; greater Bellevue, Washington, area; or San Francisco Bay Area, California.
• Preferred: Hands-on experience with ServiceNow Employee Center, Virtual Agent, Now Assist, AI Agents, Flow Designer, Integration Hub, or App Engine. Depth in self-service capabilities is more valuable than exposure to every module.
• Preferred: Experience with ITSM, knowledge management, service catalog design, and CMDB data quality or service mapping. HRSD, ITAM, SPM, and ITOM experience is beneficial when relevant to the business use case.
• Preferred: Experience exposing enterprise actions to external AI assistants or agents through governed APIs or approved standards such as Model Context Protocol (MCP), and implementing AI evaluation datasets, production feedback loops, ServiceNow Automated Test Framework, deployment automation, or responsible AI lifecycle controls.
• Preferred: Relevant ServiceNow certifications, such as Certified Application Developer or Certified System Administrator, supported by practical delivery experience.
• Ability to diagnose and debug complex systems, including failed AI responses and actions; working knowledge of AI grounding and retrieval, evaluation methods, human oversight, and agent permissions.
• Ability to clarify business problems, explain tradeoffs, and deliver usable solutions with measurable outcomes.
• Strong verbal and written communication skills, including the ability to explain complex technical information to audiences at all levels, including senior leadership.
• Ability to mentor engineers, challenge the status quo, and influence stakeholders toward innovative solutions.
• Understanding of AI, agentic systems, AIOps, and automation, with a commitment to continuous learning and experimentation.
• We look for customer empathy, engineering excellence, a collaborative One Team mindset, and an owners mindset, including accountability, strategic thinking, and a proactive approach.
• Team Members are expected to be positive, respectful, insightful, direct, and earnest; remain compliant with our policies, processes, and legal guidelines; and meet department attendance requirements.

Responsibilities:

• Engineer AI-powered self-service using ServiceNow conversational experiences, knowledge, workflows, and agent capabilities, applying deterministic automation where appropriate and bounded AI reasoning where valuable.
• Identify friction and simplify processes before automating them. Partner with product owners, service teams, and business stakeholders to prioritize opportunities, remove unnecessary steps, and favor platform-native capabilities over customization.
• Improve knowledge quality with service owners and implement permissions-aware retrieval grounded in catalog, CMDB, and service data to provide trusted enterprise context for AI.
• Define AI evaluation scenarios and release criteria for response accuracy, grounding, task completion, and unsafe actions. Test prompt, model, tool, and knowledge changes before release.
• Build human approval into sensitive actions, maintain audit trails, and provide the ability to suspend faulty automation.
• Create reusable actions, subflows, and agent tools for multiple business processes. Expose governed ServiceNow services through APIs and design secure integrations with defined contracts, validation, retries, and rollback.
• Configure least-privilege roles, integration identities, and secrets management. Support access reviews and audit evidence with process owners and Security, while preserving required approvals and segregation of duties.
• Establish productivity baselines with business owners and measure cycle time, manual steps removed, hours released, adoption, and rework. Distinguish released capacity from realized savings and account for ongoing support and tool costs.
• Own production reliability for platform capabilities and integrations. Use logs, alerts, and root-cause analysis to reduce recurring failures; monitor task completion, self-service resolution, and latency.
• Automate regression testing, maintain source control, document runbooks, and participate in the on-call rotation.
• Provide technical leadership through design reviews, code reviews, and mentoring. Evaluate relevant ServiceNow releases and AI capabilities, and recommend roadmap improvements based on business value.
• Use approved AI tools in engineering and review generated output. Provide user guidance and knowledge transfer.
• Perform other duties as assigned.

Technologies:

• AI
• AI Agents
• Cloud
• CMDB
• DevOps
• Flow
• Support
• ITSM
• JavaScript
• MCP
• Security
• ServiceNow

More

At Credit Acceptance, we are building on a successful business foundation while investing in technology, data, AI, and continuous improvement. Our Engineering teams collaborate across the organization to solve complex challenges, develop impactful solutions, support informed business decisions, and help shape the companys future. We encourage curiosity, new ideas, career development, and meaningful contributions. This position follows a hybrid schedule, with two work-from-home days and three standard in-office days each week alongside the team and key stakeholders at a local office. The target base salary range is $125,500–$175,700, with eligibility for an annual cash and equity variable incentive of 7.5%–15% of base salary; actual incentive amounts depend on individual performance. Final compensation within the range reflects factors such as hub location, role-specific skills, experience, industry background, education, and certifications. We offer a benefits package that includes a 401(k) match, adoption assistance, parental leave, tuition reimbursement, comprehensive medical, dental, and vision coverage, and additional benefits. We are committed to an inclusive environment, equal employment opportunity, and a culturally diverse workforce where Team Members treat one another with mutual respect. Our hiring team welcomes applications from people exploring opportunities and is glad to share more about our history, results, and culture.

last updated 43 week of 2026