Director of Workflow Engineering

Thomson Reuters•Frisco, TX

7d•$158,900 - $340,000•Hybrid

About The Position

Thomson Reuters is seeking a Director of Workflow Engineering to lead the engineering behind how a global business runs, focusing on AI-enabled, automation-first operations. This role involves re-engineering how work flows across service operations, replacing manual processes with reliable, auditable, and fast automation, and integrating AI directly into live workflows. It is an architecture and standards role as much as a delivery one, aiming to shift the mindset from automating existing processes to redesigning them with an AI-first lens. Key responsibilities by the end of the first year include leading and mentoring the engineering team, owning the technical architecture and standards for operational workflows on ServiceNow and related tooling, replacing manual processes with scalable workflows, integrating AI into production operations, building necessary integrations, and setting the engineering roadmap and success metrics for the function.

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 rather than only direct them
Sound build-vs-buy judgement
ServiceNow, ITSM & AI platform expertise
Deep ITIL fluency: incident, problem, change, request, knowledge, SLM, and continual service improvement — with a track record of turning those practices into working automation
Strong ServiceNow architecture, workflow design, and platform governance experience
Familiar with Now Platform AI (Predictive Intelligence, Now Assist) and agentic automation
Experience designing and scaling automation on whatever tooling serves the outcome, not just one platform
Event-driven engineering across APIs, webhooks, monitoring/observability platforms, cloud services, and telemetry ingestion
Can engineer workflows for real-time execution (e.g. global command/ops centers)
Fluent in CI/CD, deployment automation, and observability, with readiness controls built into the pipeline rather than bolted on as a review step
Challenges how work is done rather than automating it as-is, applying an AI-first lens where it pays and conventional automation where it doesn't
Experience establishing development standards, quality controls, and platform governance across a global team, with safety, auditability, approvals, and rollback embedded directly into workflows
Shifts approval-driven governance to signal-driven decisioning, using telemetry, dependency data, historical outcomes, and risk scoring
Strong written and verbal communicator 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

Nice To Haves

master's preferred
cloud/automation certs a plus

Responsibilities

Led, grown, and mentored the engineering team that designs, builds, and runs the automation and orchestration behind our global service operations
Owned the technical architecture, development standards, and engineering practices for our operational workflows on ServiceNow and the tooling around it, from design through production support
Shifted the mindset from automating existing process to redesigning it — applying an AI-first lens while knowing where plain automation is the better answer
Replaced manual, ticket-driven process across the service lifecycle with workflows that execute reliably and consistently at scale
Brought AI into production operations — predictive models, assisted experiences, and agentic automation — so that routine work is handled automatically and human judgement is reserved for genuine exceptions, with approvals, rollback, and observability built in
Built and owned the integrations that make automation possible: monitoring and observability platforms, CI/CD pipelines, configuration and discovery data, cloud services, and event correlation engines
Set the engineering roadmap for the function, defined how its success is measured, and made the build-or-buy case as new capability was needed

Benefits

Hybrid Work Model
Flexibility & Work-Life Balance
work from anywhere for up to 8 weeks per year
Career Development and Growth
Grow My Way programming
Industry Competitive Benefits
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
Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more.
Social Impact: Make an impact in your community with our Social Impact Institute.
two paid volunteer days off annually
opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency.
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
Tuition Reimbursement
access to Employee Stock Purchase Plan