Director of Workflow Engineering
About the role
At Thomson Reuters, we build technology that helps professionals pursue justice, truth, and transparency. We are expanding our Service Management engineering leadership and seeking a Director of Workflow Engineering to lead the engineering function responsible for building, optimizing, and scaling operational workflows and automation on the ServiceNow platform.
Responsibilities
Own the architectural direction, development standards, and engineering practices for ServiceNow workflows across Incident, Change, Problem, Request, and related modules
Design, develop, and scale operational workflows, platform logic, and configurations that support enterprise service management and real-time operations
Implement and govern Now Platform capabilities, including AI-powered features such as Predictive Intelligence and NowAssist
Build and maintain automation and orchestration patterns that integrate with AI-driven runbooks and intelligent operations capabilities
Embed agentic and multi-step automations into workflows to enable faster, safer, and more consistent operational execution
Develop and maintain integrations between ServiceNow and monitoring platforms, cloud providers, CI/CD pipelines, CMDB discovery inputs, and event or correlation engines
Own the workflow engineering roadmap, prioritizing initiatives that reduce manual toil, increase automation, enable AI orchestration, and accelerate operational outcomes
Requirements
You're a fit for the role of Director of Workflow Engineering if your background includes:
ServiceNow Architecture & Development Expert-level experience in ServiceNow architecture, workflow design, development, and platform governance
Proven ability to own and evolve platform architecture while balancing out-of-the-box capabilities with differentiated operational needs
Strong understanding of SDLC discipline, including sub-production testing, release management, change controls, and rollback readiness
Workflow Engineering & Automation Demonstrated experience designing and scaling automation within operational environments
Experience ensuring automation and AI-triggered actions operate within well-designed safety guardrails
Platform Governance, Risk & Compliance Experience establishing and enforcing development standards, quality controls, and platform governance
Absolutely ensure workflows, integrations, and platform changes comply with ITSM policies, process governance, and internal controls
Strong focus on operational safety, auditability, approvals, and risk management embedded directly into workflows
Cross-Functional Leadership & Adoption Proven leadership of engineering or platform teams within ITSM, operations, or enterprise technology environments
Strong stakeholder management skills and the ability to collaborate across operations, data, governance, engineering, and AI teams
Ability to evangelize platform capabilities, drive adoption of automation-first practices, and enable consistent use of ServiceNow across teams
Qualifications
Your qualifications should include:
Passion for technology, continuous learning, and building high-performing teams
What's in it for you?
Hybrid Work Model: We've adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.
Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.
Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.
Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives. In the United States, Thomson Reuters offers a comprehensive benefits package to our employees. Our benefit package includes market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match.
Thomson Reuters complies with local laws that require upfront disclosure of the expected pay range for a position. The base compensation range varies across locations. Eligible office location(s) for this role include one or more of the following: New York City, San Francisco, Los Angeles, and/or Irvine, CA; McLean, VA; Washington, DC. The base compensation range for the role in any of those locations is $183,100 USD - $340,000 USD. For any eligible US locations, unless otherwise noted, the base compensation range for this role is $158,900 USD - $295,100 USD. Base pay is positioned within the range based on several factors including an individual’s knowledge, skills and experience with consideration given to internal equity. Base pay is one part of a comprehensive Total Reward program which also includes flexible and supportive benefits and other wellbeing programs.