Director of Workflow Engineering

Thomson Reuters•Eagan, MN

6d•Hybrid

About The Position

Thomson Reuters is seeking a Director of Workflow Engineering to lead the engineering function responsible for automation and orchestration within their global service operations. This role involves setting technical direction across Service Management and IT Operations, with a strong emphasis on ServiceNow expertise. The primary goal is to re-engineer existing manual, ticket-driven processes into reliable, auditable, and fast automation workflows, integrating AI insights directly into these processes. This position requires a blend of architectural and delivery responsibilities, focusing on transforming operational workflows to be AI-first where appropriate, while also leveraging conventional automation. The role involves owning the technical architecture, development standards, and engineering practices for operational workflows, and building integrations with various platforms like monitoring, CI/CD, cloud services, and event correlation engines. The Director will also be responsible for setting the engineering roadmap, defining success metrics, and making build-or-buy decisions.

Requirements

12+ years in technology, including 7+ years leading engineering or platform teams (ServiceNow or IT Service Management).
Technical credibility to set architecture and development standards.
Sound build-vs-buy judgment.
ServiceNow, ITSM & AI platform expertise.
Deep ITIL fluency (incident, problem, change, request, knowledge, SLM, continual service improvement) with a track record of turning these practices into working automation.
Strong ServiceNow architecture, workflow design, and platform governance experience.
Familiarity with Now Platform AI (Predictive Intelligence, Now Assist) and agentic automation.
Experience designing and scaling automation on various tooling.
Expertise in event-driven engineering across APIs, webhooks, monitoring/observability platforms, cloud services, and telemetry ingestion.
Ability to engineer workflows for real-time execution.
Fluency in CI/CD, deployment automation, and observability, with readiness controls built into the pipeline.
Experience challenging how work is done rather than just automating it as-is, applying an AI-first lens where appropriate.
Experience establishing development standards, quality controls, and platform governance across a global team, with safety, auditability, approvals, and rollback embedded into workflows.
Ability to shift approval-driven governance to signal-driven decisioning using telemetry, dependency data, historical outcomes, and risk scoring.
Strong written and verbal communication skills across engineering, operations, and business audiences.
Bachelor's degree in computer science, information systems, engineering, or related field (master's preferred).
ServiceNow and ITIL certifications strongly preferred; cloud/automation certs a plus.

Responsibilities

Lead, grow, and mentor the engineering team responsible for designing, building, and running automation and orchestration for global service operations.
Own the technical architecture, development standards, and engineering practices for operational workflows on ServiceNow and associated tooling.
Drive a shift from automating existing processes to redesigning them with an AI-first lens, while also identifying opportunities for conventional automation.
Replace manual, ticket-driven processes across the service lifecycle with reliable and consistent automated workflows.
Integrate AI into production operations, including predictive models, assisted experiences, and agentic automation, to handle routine work automatically and reserve human judgment for exceptions.
Build and own integrations with monitoring and observability platforms, CI/CD pipelines, configuration and discovery data, cloud services, and event correlation engines.
Set the engineering roadmap for the function, define success metrics, and make build-or-buy decisions for new capabilities.

Benefits

Flexible hybrid working environment.
Flex My Way policies for managing personal and professional responsibilities.
Work from anywhere for up to 8 weeks per year.
Career development and growth opportunities.
Grow My Way programming.
Skills-first approach to development.
Comprehensive benefit plans.
Flexible vacation.
Two company-wide Mental Health Days off.
Access to the Headspace app.
Retirement savings.
Tuition reimbursement.
Employee incentive programs.
Resources for mental, physical, and financial wellbeing.
Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance.
Two paid volunteer days off annually.
Opportunities for pro-bono consulting projects and ESG initiatives.
Market competitive health, dental, vision, disability, and life insurance programs.
Competitive 401k plan with company match.
Competitive vacation, sick and safe paid time off.
Paid holidays (including two company mental health days off).
Parental leave.
Sabbatical leave.
Optional hospital, accident and sickness insurance paid 100% by the employee.
Optional life and AD&D insurance paid 100% by the employee.
Flexible Spending and Health Savings Accounts.
Fitness reimbursement.
Access to Employee Assistance Program.
Group Legal Identity Theft Protection benefit paid 100% by employee.
Access to 529 Plan.
Commuter benefits.
Adoption & Surrogacy Assistance.
Access to Employee Stock Purchase Plan.