Senior ServiceNow Engineer

creditacceptance; United States; Hybrid; USD 140,000 - 180,000; Full time

Job summary

Credit Acceptance seeks a Senior ServiceNow Engineer to design and build AI-powered employee self-service experiences. You will use ServiceNow to automate workflows, support knowledge management, and implement governance around AI-enabled actions.

You will partner with Enterprise Business Applications to simplify processes, own engineering quality from discovery to production, and design secure integrations with defined contracts and monitoring.

Qualifications

• Bachelor's degree or equivalent work experience in a related field.
• 6+ years of enterprise software or platform engineering experience.

Responsibilities

• Engineer AI-powered self-service using ServiceNow workflows, knowledge, and agent capabilities.
• Build reusable actions, subflows, and tools for multiple business processes.
• Own production reliability for platform capabilities and integrations; monitor, test, and maintain runbooks.
• Define evaluation scenarios, release criteria, and governance for AI implementations.
• Protect access and sensitive data with least-privilege roles and secrets management.
• Provide technical leadership through design/code reviews and mentoring.

Skills

ServiceNow

AI integration

Self-service design

Production reliability

Education

Bachelor's degree in Computer Science or related field

Job description

Credit Acceptance is proud to be an award-winning company recognized both locally and nationally across multiple workplace categories. Our world-class culture is shaped by dedicated team members who are driven to succeed as professionals individually and together as a team. Backed by a strong product, exceptional people, and a stable financial foundation, we've grown into a leading provider of used and new car financing across the country.

Our Engineering and Analytics Team Members utilize the latest technology to develop, monitor, and maintain complex practices that help optimize our success. Our Team Members value being challenged, are encouraged to express their ideas, and have the flexibility to enjoy work life balance. We build intrinsic value by partnering with all functions of our business to support their success and make strategic business decisions. We focus on professional development and continuous improvement while enjoying a casual work environment and Great Place to Work culture!

As a Senior ServiceNow Engineer, you will design and build AI-powered employee self-service experiences that help people find information, resolve issues, request services, and complete business processes. You will use ServiceNow as the governed workflow and system of action, advancing common requests from conversational assistance to automated fulfillment and autonomous completion where appropriate.

Within Enterprise Business Applications, you will partner with product and business teams to simplify processes, build reusable enterprise actions, and connect them securely to our systems You will own the engineering quality of these capabilities from discovery through production.

This role owns technical design, implementation, and service quality. Business and product owners retain accountability for priorities, policies, and process decisions. You will influence those decisions with evidence and engineering judgment, partnering with Digital Workplace and enterprise AI teams on shared capabilities.

Outcomes and Activities

This position will work from home; occasional planned travel to an assigned Southfield, Michigan office location may be required. However, this position is permitted to work at a Southfield, Michigan office location if requested by the team member.

• 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 substantia