ITSM Workflow Engineer

WHAT WE EXPECT OF YOU

SUMMARY

We are seeking a highly skilled ITSM Workflow Engineer to build and continuously optimize our IT service management operations on the ServiceNow platform. This is not a ticket-queue administration role. This is an engineering position for someone who treats every ITSM workflow as a product, every manual touchpoint as a defect, and every AI capability as a force multiplier for operational excellence.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Workflow Engineering & Automation
• - Build, and maintain end-to-end ITSM workflows across Incident, Problem, Change, Request, and Asset management domains in ServiceNow
• - Eliminate manual touchpoints through intelligent automation: automated routing, enrichment, escalation, and resolution workflows that operate with minimal human intervention
• - Build and maintain a library of reusable workflow components, integration connectors, and automation templates to accelerate delivery velocity
• - Conduct regular workflow audits to identify automation gaps, redundancies, and performance bottlenecks, producing a prioritized improvement backlog
• - Deploy and operate AI-powered triage systems using ServiceNow Predictive Intelligence, Now Assist, and external LLM APIs to automate incident classification, routing, and first-level resolution
• - Design agentic automation workflows that coordinate multi-step actions across tools (ServiceNow, monitoring platforms, cloud consoles) to resolve defined incident classes autonomously
• - Build predictive analytics pipelines to surface SLA breach risk, recurring problem patterns, and capacity signals before they become operational issues
• - Evaluate and pilot emerging AI capabilities on the ServiceNow platform, delivering structured assessments of ROI, risk, and implementation readiness
• - Partner with the legal and security teams to ensure all AI capabilities deployed on the platform comply with organizational AI governance policies and applicable regulations
• - Enforce ServiceNow development standards: peer review processes, coding standards, documentation requirements, and update set governance across the platform team
• - Maintain CI/CD pipeline discipline for platform changes, including automated testing via ATF, staged promotion, and rollback procedures
• - Maintain the configuration management database (CMDB) quality program, ensuring CI accuracy, relationship completeness, and automated reconciliation processes are operating correctly
• - Produce operational dashboards and executive-facing reporting on key ITSM metrics: MTTR, first-contact resolution, SLA compliance, automation rate, and AI deflection rates
• - Act as the internal subject matter expert on ServiceNow capabilities, ITIL best practices, and applied AI in IT operations, advising leadership on platform roadmap priorities
• - Collaborate cross-functionally with infrastructure, security, legal, and business operations to translate operational requirements into automated workflow solutions
• - Develop training materials and runbooks that enable IT staff and end users to adopt new automation capabilities and self-service tools effectively
• - Represent the ITSM platform in vendor discussions with ServiceNow, participating in early access programs and maintaining awareness of upcoming platform capabilities

QUALIFICATIONS

Knowledge Areas/Experience

• 5–8 years of hands-on experience in ITSM, IT operations, or enterprise service management roles
• 3+ years of production-level ServiceNow development and administration experience
• Demonstrated experience delivering workflow automation projects that measurably reduced manual effort or improved SLA performance
• Experience deploying agentic AI systems — multi-step autonomous workflows, tool-use chains, or RAG pipelines — in production enterprise environments
• Experience with ServiceNow Now Assist configuration, GenAI controller setup, or integration with external LLMs (OpenAI, Anthropic, Azure OpenAI)
• Working knowledge of observability platforms and their integration with ServiceNow event management workflows
• Demonstrated hands-on experience across the following Core ITSM Modules: Incident Management, Problem Management, Change Management, Request Management, Asset & CMDB, Knowledge Management
• Flow Designer and Process Automation Designer: build no-code and low-code workflow automations across ITSM modules with conditional branching, approvals, and SLA timers
• ServiceNow Scripting: write Business Rules, Script Includes, Client Scripts, UI Actions, and Scheduled Jobs using JavaScript/Glide API to extend platform capabilities
• IntegrationHub & Spoke Development: configure and build custom spokes for third-party integrations (Azure, AWS, Entra, Slack, monitoring tools)
• Service Portal & Agent Workspace: customize portal experiences, agent workspaces, and mobile views to improve end-user and technician efficiency
• Automated Test Framework (ATF): build and maintain automated regression test suites to validate workflow integrity across platform upgrades
• Update Sets & DevOps Pipeline: manage configuration promotion across Dev / Test / Production instances using ServiceNow DevOps or equivalent pipeline tooling
• Now Assist for ITSM: configure and tune generative AI features including incident summarization, resolution notes generation, and agent-facing AI recommendations
• Predictive Intelligence: train and deploy classification and similarity models for intelligent incident routing, SLA breach prediction, and category auto-assignment
• Virtual Agent: design and deploy conversational AI workflows for self-service incident creation, password resets, and service request intake via the Now Platform chatbot framework
• ITSM Generative AI Workspace: implement AI-assisted agent workspaces that surface contextual knowledge, similar incidents, and suggested resolutions in real time
• AI Search: configure semantic search across the Knowledge Base and Service Catalog to improve deflection rates and reduce repeat incidents

CORE COMPETENCIES

These core competencies reflect the underlying values that are necessary to represent the National Hockey League:

• Accountability
• Adaptability
• Communication
• Critical Thinking
• Inclusion
• Professionalism
• Teamwork & Collaboration