Senior ServiceNow Engineer
Credit Acceptance7 days ago
Remote, United StatesSenior
Base Salary
$105k - $153k/yr
Responsibilities
- Design and build AI-powered ServiceNow employee self-service experiences using conversational capabilities, knowledge, workflows, and agent functionality.
- Simplify business processes, prioritize automation opportunities, and create reusable enterprise actions, subflows, and agent tools.
- Improve knowledge quality and implement permissions-aware retrieval grounded in catalog, CMDB, and service data.
- Define AI evaluation scenarios and release criteria covering accuracy, grounding, task completion, and unsafe actions.
- Build human approvals, audit trails, rollback mechanisms, suspension controls, and least-privilege access for sensitive automations.
- Design secure ServiceNow API integrations with validation, retries, defined contracts, and rollback capabilities.
- Measure productivity outcomes including cycle time, manual steps removed, hours released, adoption, rework, and realized savings.
- Own production reliability through logging, alerting, root-cause analysis, monitoring, regression testing, runbooks, and on-call participation.
- Provide technical leadership through design reviews, code reviews, mentoring, user guidance, and knowledge transfer.
- Evaluate ServiceNow releases and AI capabilities and recommend roadmap improvements based on business value.
Requirements
- Bachelor’s degree in Computer Science, Information Systems, or a closely related field, or equivalent work experience.
- At least 6 years of enterprise software or platform engineering experience, including substantial hands-on ServiceNow experience.
- Hands-on experience with workflow automation, data models, access controls, JavaScript, platform APIs, and integrations.
- Experience delivering enterprise self-service, conversational AI, intelligent automation, or agent-based solutions with measurable adoption.
- Practical knowledge of SDLC and ADLC practices, testing, release management, and DevOps practices.
- Experience building secure, compliant cloud-based applications and handling access controls and sensitive data; familiarity with SOC 2 is desired.
- Experience providing technical leadership and mentoring to engineers.
- Preferred experience with ServiceNow Employee Center, Virtual Agent, Now Assist, AI Agents, Flow Designer, Integration Hub, and App Engine.
- Preferred experience with ITSM, knowledge management, service catalog design, CMDB data quality, service mapping, HRSD, ITAM, SPM, or ITOM.
- Experience with governed APIs or standards such as MCP for exposing enterprise actions to external AI assistants or agents is preferred.
- Experience with AI evaluation datasets, production feedback loops, ServiceNow Automated Test Framework, deployment automation, or responsible AI lifecycle controls is preferred.
- Relevant ServiceNow certifications, such as Certified Application Developer or Certified System Administrator, supported by practical delivery experience are preferred.
Benefits
- Work from home, with occasional planned travel to the assigned Southfield, Michigan office; the position may also be performed from that office if requested.
- Competitive benefits package including a 401(k) match, adoption assistance, parental leave, tuition reimbursement, comprehensive medical, dental, and vision coverage, and additional benefits.
- Eligible for an annual variable cash bonus of 7.5% to 15% based on individual performance.
Tech Stack
Categories
About Credit Acceptance
Credit Acceptance is a public auto finance company that partners with a nationwide network of car dealers to provide indirect vehicle loans to consumers, including those with limited or challenged credit. The company purchases and services retail installment contracts and shares collections with dealers through structured programs. Founded in 1972 and headquartered in Southfield, Michigan, it trades on NASDAQ as CACC and operates across the U.S.