Senior ServiceNow Engineer
Credit Acceptance6 days ago
Southfield, MI, USA +2 moreSenior
Base Salary
$126k - $176k/yr
Responsibilities
- Build ServiceNow conversational experiences, knowledge workflows, reusable actions, subflows, and agent tools for enterprise self-service and intelligent automation.
- 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, unsafe actions, human approval, auditability, and rollback.
- Design secure, governed ServiceNow integrations and APIs with defined contracts, validation, retries, rollback, access controls, and secrets management.
- Measure cycle time, manual steps removed, released capacity, adoption, rework, support costs, and other productivity outcomes.
- Own production reliability through logging, alerting, root-cause analysis, monitoring, regression testing, source control, runbooks, and on-call participation.
- Provide technical leadership through design reviews, code reviews, mentoring, user guidance, knowledge transfer, and roadmap recommendations.
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 with 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 software and agent development lifecycles, testing, release management, DevOps practices, and Agile/Scrum practices.
- Experience building secure, compliant cloud-based applications involving access controls and sensitive data handling, with familiarity with standards such as SOC 2.
- Experience providing technical leadership and mentoring to other engineers.
- Experience with ServiceNow Employee Center, Virtual Agent, Now Assist, AI Agents, Flow Designer, Integration Hub, App Engine, ITSM, knowledge management, service catalog design, CMDB data quality, or service mapping is preferred.
- Preferred experience includes HRSD, ITAM, SPM, ITOM, governed APIs for external AI assistants, Model Context Protocol, AI evaluation datasets, production feedback loops, ServiceNow Automated Test Framework, deployment automation, responsible AI lifecycle controls, and relevant ServiceNow certifications.
- Candidates must reside in or be willing to relocate to the greater Southfield, Michigan area; greater Bellevue, Washington area; or San Francisco Bay Area, California.
Benefits
- Competitive base salary plus eligibility for an annual variable cash and equity incentive.
- 401(k) match, adoption assistance, parental leave, tuition reimbursement, comprehensive medical, dental, and vision coverage, and additional benefits.
- Hybrid work model with two work-from-home days and three standard in-office days each week.
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.