Senior Engineer, ITSM AI Platform
Princess Cruises26 days ago
Fort Lauderdale, FL, USASenior
Responsibilities
- Own the full ServiceNow technical development, configuration, reliability, performance, upgrade, and governance lifecycle.
- Build ITSM automation using Business Rules, Script Includes, Client Scripts, UI Policies, UI Actions, Scheduled Jobs, Flow Designer, and custom application logic.
- Configure and operationalize ServiceNow Now Assist and Autonomous Workforce AI Specialists within production ITSM workflows.
- Maintain CMDB integrity, Service Portal components, Record Producers, self-service catalogs, and platform upgrade regression testing.
- Design and maintain bidirectional Dynatrace–ServiceNow integrations for observability event ingestion, enrichment, deduplication, routing, dashboards, and AIOps.
- Automate incident diagnosis, SLA monitoring, knowledge creation, change-management controls, risk assessment, and post-implementation reviews.
- Maintain fleet-wide software version registries and use operational data to support change risk assessments.
- Build ServiceNow Performance Analytics dashboards, scheduled reports, real-time views, audit trails, and executive reporting pipelines.
- Design and maintain REST API integrations, Transform Maps, Import Sets, scripted data migrations, event schemas, authentication flows, and integration documentation.
- Define automation KPIs and support ROI, financial, and executive analyses in partnership with the Sr. Manager.
- Operate as the technical authority and sole owner of ServiceNow and Dynatrace automation without direct reports.
- Provide reliable availability during scheduled maintenance windows and critical incidents across distributed shipboard and shoreside environments.
Requirements
- Bachelor’s degree in Information Systems, Computer Science, Information Technology, or an equivalent field, or equivalent professional experience with demonstrated certifications.
- Active ServiceNow Certified System Administrator certification, or ability to obtain it within six months of hire.
- At least five years of hands-on ServiceNow development experience with production responsibility across Incident, Change, Problem, Service Catalog, and Knowledge Management.
- Strong ServiceNow automation experience with Flow Designer, Business Rules, Script Includes, Client Scripts, UI Policies, UI Actions, and Scheduled Jobs.
- Strong JavaScript and GlideScript proficiency across server-side and client-side ServiceNow development.
- Understanding of ITIL v4 practices, especially Incident, Change, Problem, and Continual Improvement.
- Experience designing and implementing REST API integrations with enterprise third-party platforms.
- Experience with ServiceNow CMDB management, Import Sets, Transform Maps, data quality governance, and platform integration architecture.
- Experience with ServiceNow Now Assist, AI-assisted ITSM, Autonomous Workforce AI Specialists, or equivalent enterprise AI workflow tooling is preferred.
- Hands-on Dynatrace or equivalent AIOps and observability integration experience is preferred.
- ServiceNow CIS-ITSM, CIS-ITOM, Certified Application Developer, or equivalent certifications are strongly preferred.
- Python, Node.js, or TypeScript proficiency and experience with Git, Docker, CI/CD pipelines, and automated testing frameworks are preferred.
- Experience in complex, distributed, 24/7 operational environments such as hospitality, maritime, travel, or customer-facing systems is preferred.
- Strong documentation, communication, executive reporting, prioritization, self-management, collaboration, and operational problem-solving abilities are required.
- Additional preferred qualifications include data engineering, SQL, Python, ETL/ELT, data modeling, cloud data platforms, BI dashboards, AI/ML deployment, MLOps, AI governance, and enterprise data or AI infrastructure experience.
Benefits
- Cruise and travel privileges for employees and family.
- Health benefits, 401(k), employee stock purchase plan, rewards, and incentives.
- Training and professional development, tuition reimbursement, and professional certification reimbursement.
- In-office position in South Florida, Monday through Thursday, with work from home permitted on Fridays.
- Candidates must be located in or willing to relocate to the Miami/Ft. Lauderdale area.
- Less than 25% travel, with shipboard travel likely.
- Work is primarily performed in a climate-controlled office environment with extended desk and computer use.
Tech Stack
Amazon RedshiftApache AirflowAWSAzureDatabricksdbtDockerGitGoogle BigQueryGoogle Cloud PlatformJavaScriptNode.jsPythonSnowflakeSQLTypeScript