Director of Workflow Engineering

About the role

At Thomson Reuters, we build technology that helps professionals pursue justice, truth, and transparency. As part of our continued evolution toward AI-enabled and automation-first operations, we are expanding our Service Management engineering leadership. We are 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

• Integration Engineering

• Strong integration engineering background, including APIs, webhooks, event-driven architectures, monitoring platforms, cloud services, and telemetry ingestion

• Experience enabling seamless data flow between monitoring, topology, and workflow execution systems

• 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

• The ability to evangelize platform capabilities, drive adoption of automation-first practices, and enable consistent use of ServiceNow across teams

Qualifications

• 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 and supportive benefits and other wellbeing programs. This role may also be eligible for an Annual Bonus based on a combination of enterprise and individual performance.