Senior ServiceNow Engineer

creditacceptance; United States; Hybrid; USD 100,000 - 180,000; Full time

Benefits offered by this job

Work-from-home

Travel to Michigan office

Flexible work arrangements

Professional development

Bonus potential

Job summary

Credit Acceptance is seeking a role-focused engineer to design and operate employee self-service capabilities using ServiceNow workflows, conversational interfaces, and AI. You will own technical design and service quality from discovery through production, collaborating with product, workplace, and AI teams.

You will identify friction in processes, build automated workflows and agent tools, ensure secure integrations, monitor reliability, and drive measurable improvements while supporting

Qualifications

• Engineering experience designing, implementing, and supporting enterprise workflow or service capabilities.
• Ability to build and maintain secure integrations with clear contracts and failure handling.
• Judgment on where automation and AI are appropriate, including approvals and separation of duties.
• Ability to evaluate changes, monitor production quality, and use evidence to improve service outcomes.
• Strong collaboration with business owners, service teams, security, product, and engineering partners.

Responsibilities

• Identify friction in business processes and simplify them before automating; use platform-native features where practical.
• Build conversational experiences, workflows, reusable actions, and agent tools, using deterministic automation or bounded AI where each fits.
• Improve knowledge and permissions-aware retrieval grounded in service, catalog, and configuration data.
• Define and run evaluations for accuracy, grounding, task completion, and unsafe actions before releasing changes to prompts, models, tools, or knowledge.
• Secure integrations and sensitive data with least-privilege access, validation, audit trails, human approvals, and rollback or suspension controls.
• Monitor reliability and service outcomes, automate regression checks, investigate recurring failures, and measure adoption, cycle time, rework, and work released.

Skills

Engineering experience

Secure integrations

Automation & AI judgment

Monitoring production quality

Cross-functional collaboration

Tools

ServiceNow

Job description

Role overview

Design and operate employee self-service capabilities that use ServiceNow workflows, conversational experiences, and AI to help people find information, resolve issues, and complete requests. You will own technical design and service quality from discovery through production, working with product, business, workplace, and AI teams to turn suitable processes into secure, reliable services.

Responsibilities

• Identify friction in business processes and simplify them before automating; use platform-native features where practical.
• Build conversational experiences, workflows, reusable actions, and agent tools, using deterministic automation or bounded AI where each fits.
• Improve knowledge and permissions-aware retrieval grounded in service, catalog, and configuration data.
• Define and run evaluations for accuracy, grounding, task completion, and unsafe actions before releasing changes to prompts, models, tools, or knowledge.
• Secure integrations and sensitive data with least-privilege access, validation, audit trails, human approvals, and rollback or suspension controls.
• Monitor reliability and service outcomes, automate regression checks, investigate recurring failures, and measure adoption, cycle time, rework, and work released.

Requirements

• Engineering experience designing, implementing, and supporting enterprise workflow or service capabilities.
• Ability to build and maintain secure integrations and reusable services with clear contracts and failure handling.
• Sound judgment about where automation and AI are appropriate, including how to preserve approvals and separation of duties.
• Ability to evaluate changes, monitor production quality, and use evidence to improve service outcomes.
• Strong collaboration skills for working with business owners, service teams, security, product, and engineering partners.

Benefits and work setup

The role is primarily work from home, with occasional planned travel to an assigned office in Southfield, Michigan. The listing also describes flexible work arrangements and professional development. Compensation may include a performance-based bonus; the source does not provide a complete, reliable salary figure.