Enable automation and AI-driven capabilities across the organization by designing and implementing intelligent workflows, agentic AI integrations, and automated experiences.
Requirements
- Strong experience with ServiceNow UI Builder—or an equivalent React-based framework—is essential.
- 3+ years ServiceNow development, including hands ‑ on work with Integration Hub / Flow Designer / Automation Engine/ Workflow Data Fabric, as well as Service Catalog best practices, and (ideally) Service Graph Connectors, such as Ansible.
- Practical experience building or operating MCP (Model Context Protocol) clients/servers or analogous tool frameworks (e.g., OpenAI function calling, LangChain tools, Semantic Kernel connectors).
- Ability to design JSON Schemas for tool inputs/outputs; strong API integration skills (REST, OAuth, webhooks), and secure secrets/config management.
- Working knowledge of ServiceNow AI Control Tower concepts (governance, guardrails/HITL, observability) and connecting agents to external tools in a governed manner.
- Proficiency in AI prompt engineering for code, application, and portal development.
- Advanced abilities with one or more programming languages, aside from JavaScript, typically used for integration/platform work (e.g., TypeScript/Node.js, Python).
Responsibilities
- Design, build, and operate the internal agentic AI platform that connects ServiceNow AI Control Tower / Now Assist to MCP ‑ based tools and cross ‑ platform agents.
- Implement and maintain MCP servers (tools) and clients: define JSON Schemas, enforce RBAC/least privilege; manage secrets, timeouts, retries, and streaming responses .
- Expose and catalog enterprise tools (e.g., ticketing, code, chat, knowledge, workflow) via MCP; build adapters and connectors with clear SLAs and versioning.
- Wire ServiceNow agents to call MCP tools through the agent fabric/bridge and apply Control Tower policies (guardrails, HITL, audit, regional data routing).
- Develop and troubleshoot Integration Hub spokes / Flow Designer actions to orchestrate governed tool calls and automate common service flows.
- Implement observability and cost/performance telemetry for agent/tool calls; own dashboards, alerts, and runbooks; meet availability and latency SLOs.
- Harden against agentic risks (prompt injection, data exfiltration, cross ‑ agent escalation) using allow ‑ lists, supervised execution for privileged actions, and policy enforcement.
Other
- Partnering cross-functionally with Customer Success, Professional Services Operations, and DevOps to design and implement intelligent workflows, agentic AI integrations, and automated experiences across APIs, portals, and platforms.
- Partner with security, platform, and product teams to define paved ‑ road patterns, reusable templates, and documentation for internal adopters.
- Contribute to backlog grooming, technical design reviews, and iterative delivery; champion testing strategies for tools and agent behaviors.
- Collaborate with Operations teams to design, develop, and implement enhancements and new capabilities across the ServiceNow platform, ensuring alignment with business needs and ServiceNow best practices.
- Excellent communication and collaboration skills; comfort supporting internal product teams as platform customers.
