Senior ServiceNow Engineer

Credit Acceptance Corporation; San Francisco (CA); Hybride; USD 140 000 - 190 000; Plein temps

Résumé du poste

Credit Acceptance Corporation is seeking a seasoned software engineer to advance AI-powered self-service and automation within our ServiceNow ecosystem. The role focuses on building trusted enterprise context, ensuring security, and delivering scalable, maintainable automation across workflows and integrations.

You will partner with product owners and service teams to identify friction points, design platform-native solutions, and govern AI deployment with clear evaluation criteria and audit

Qualifications

• Experience with enterprise self-service, conversational AI, automation, or agent-based solutions.
• Hands-on SDLC and ADLC, with Agile/SCRUM, testing, release management, and DevOps.
• Familiarity with secure cloud-based apps and data handling; SOC 2 awareness.

Responsabilités

• Engineer AI-powered self-service and conversational experiences in ServiceNow.
• Partner with product owners and stakeholders to prioritize opportunities and reduce friction.
• Define evaluation criteria, test prompts/models, and implement human approval for sensitive actions.
• Develop reusable actions, subflows, and API-enabled ServiceNow capabilities.
• Ensure access control, secrets management, and audit trails; monitor reliability and latency.

Connaissances

SDLC

AGILE/SCRUM

JavaScript

Automation

Security

Formation

Bachelor's degree in CS/IS or related

Outils

ServiceNow

Description du poste

At Credit Acceptance, we are building on the foundation of a successful business while investing in the future through technology, data, AI, and continuous improvement. As we continue to evolve, our Team Members play an active role in improving experiences, driving meaningful change, and shaping the future of our business. We foster an environment where people are empowered to contribute ideas, develop their careers, make an impact, and help lead our continued transformation.

Our Engineering teams are helping shape the future of Credit Acceptance through innovation. Team Members collaborate across the organization to solve complex challenges, build impactful solutions, challenge the status quo, and support informed business decisions. We value curiosity, continuous learning, and new ideas from people who are passionate about driving modernization and meaningful business impact.

Outcomes and Activities

• Engineer AI-powered self-service. Use ServiceNow conversational experiences, knowledge, workflows, and agent capabilities, applying deterministic automation where appropriate and bounded AI reasoning where it adds value.
• Find friction and simplify before automating. Partner with product owners, service teams, and business stakeholders to prioritize opportunities. Eliminate unnecessary steps and favor platform-native capabilities over customization.
• Engineer trusted enterprise context for AI. Improve knowledge quality with service owners and implement permissions-aware retrieval grounded in catalog, CMDB, and service data.
• Evaluate and govern AI before release. Define evaluation scenarios and release criteria covering response accuracy, grounding, task completion, and unsafe actions. Test changes to prompts, models, tools, and knowledge before release. Build in human approval for sensitive actions, audit trails, and the ability to suspend faulty automation.
• Create reusable, trustworthy capabilities. Build reusable actions, subflows, and agent tools that serve multiple business processes. Expose governed ServiceNow services through APIs. Design secure integrations with defined contracts, validation, retries, and rollback.
• Protect access and sensitive data. Configure least-privilege roles, integration identities, and secrets management. Support access reviews, , and audit evidence with process owners and Security. Preserve required approvals and segregation of duties.
• Measure productivity outcomes. Establish a baseline with business owners, then measure cycle time, manual steps removed, hours released, adoption, and rework. Distinguish capacity released from realized savings, and account for ongoing support and tool costs.
• Operate and release dependable capabilities. 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, and document runbooks. Participate in the on-call rotation.
• Raise engineering quality and enable adoption. 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.

Requirements

• Bachelor's degree in Computer Science, Information Systems, or a closely related field, or equivalent work experience.
• 6+ years of enterprise software or platform engineering experience, including substantial hands-on ServiceNow experience across 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 practices, 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 to other engineers.
• Candidates must reside in or be willing to relocate to one of the following hub locations: the greater Southfield, Michigan, area; the greater Bellevue, Washington, area; or the San Francisco Bay Area, California.

Preferred

• Hands-on experience with ServiceNow Employee Center, Virtual Agent, Now Assist, AI Agents, Flow Designer, or Integration Hub, and App Engine. Depth in self-service capabilities is more valuable than exposure to every module.
• 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.
• Experience exp