Operations AI Transformation Engineer - ServiceNow

Hearst•Dallas, TX

About The Position

AI Transformation Engineer - ServiceNow Working closely with the ServiceNow Architect, the AI Agent Platform Engineer will play a key role in enabling automation and AI-driven capabilities across the organization. This role partners cross-functionally with Customer Success, Professional Services Operations, and DevOps to design and implement intelligent workflows, agentic AI integrations, and automated experiences across APIs, portals, and platforms. You will be responsible for connecting MCP clients with custom MCP servers and tools, managing AI skills and consumption through the AI Control Tower, and contributing to platform architecture, governance, standards, and guardrails. Strong experience with ServiceNow UI Builder—or an equivalent React-based framework—is essential. Familiarity with Guided Setup, Virtual Agent Builder, and conversational intelligence capabilities is highly preferred. What You Will Do: Design, build, and operate the internal agentic AI platform that connects ServiceNow AI Control Tower / Now Assist to MCP ‑ based tools and cross ‑ platform agents. Implement and maintain MCP servers (tools) and clients: define JSON Schemas, enforce RBAC/least privilege; manage secrets, timeouts, retries, and streaming responses . Expose and catalog enterprise tools (e.g., ticketing, code, chat, knowledge, workflow) via MCP; build adapters and connectors with clear SLAs and versioning. Wire ServiceNow agents to call MCP tools through the agent fabric/bridge and apply Control Tower policies (guardrails, HITL, audit, regional data routing). Develop and troubleshoot Integration Hub spokes / Flow Designer actions to orchestrate governed tool calls and automate common service flows. Implement observability and cost/performance telemetry for agent/tool calls; own dashboards, alerts, and runbooks; meet availability and latency SLOs. Harden against agentic risks (prompt injection, data exfiltration, cross ‑ agent escalation) using allow ‑ lists, supervised execution for privileged actions, and policy enforcement. Partner with security, platform, and product teams to define paved ‑ road patterns, reusable templates, and documentation for internal adopters. Contribute to backlog grooming, technical design reviews, and iterative delivery; champion testing strategies for tools and agent behaviors. Collaborate with Operations teams to design, develop, and implement enhancements and new capabilities across the ServiceNow platform, ensuring alignment with business needs and ServiceNow best practices. Own end-to-end stewardship of the Customer Experience Portal (CEP) within ServiceNow, including feature enhancements, UI/UX improvements, customizations, performance optimization, and oversight of platform upgrades. Integrate automation across APIs and agentic AI platforms, contributing to high-quality, scalable, and maintainable solutions. Support the definition and enforcement of architectural standards, governance processes, and technical guardrails related to AI and automation. Manage and optimize AI skills, usage, and performance through the AI Control Tower, ensuring reliable and compliant operation.

Requirements

3+ years ServiceNow development, including hands ‑ on work with Integration Hub / Flow Designer / Automation Engine/ Workflow Data Fabric, as well as Service Catalog best practices, and (ideally) Service Graph Connectors, such as Ansible.
Practical experience building or operating MCP (Model Context Protocol) clients/servers or analogous tool frameworks (e.g., OpenAI function calling, LangChain tools, Semantic Kernel connectors).
Ability to design JSON Schemas for tool inputs/outputs; strong API integration skills (REST, OAuth, webhooks), and secure secrets/config management.
Working knowledge of ServiceNow AI Control Tower concepts (governance, guardrails/HITL, observability) and connecting agents to external tools in a governed manner.
Proficiency in AI prompt engineering for code, application, and portal development.
Advanced abilities with one or more programming languages, aside from JavaScript, typically used for integration/platform work (e.g., TypeScript/Node.js, Python).
Excellent communication and collaboration skills; comfort supporting internal product teams as platform customers.
Three or more ServiceNow UI Builder or integration projects (please provide samples); experience with UI Builder, HTML/CSS/JavaScript, Jelly, Bootstrap, AngularJS, React, or legacy ServiceNow CMS.
Database design and data modeling fundamentals; ITSM implementation exposure on ServiceNow.

Nice To Haves

Knowledge of ServiceNow Fluent and SDK is a plus.
Experience with ServiceNow Now Assist for Creator and/or ServiceNow IDE & SDK for AI ‑ enabled development.
Experience designing mobile or portal experiences on ServiceNow; analytics/reporting using modern visualization within the platform.
ServiceNow certifications (e.g., CSA, CAD, Implementation Specialist) or equivalent demonstrable expertise.

Responsibilities

Design, build, and operate the internal agentic AI platform that connects ServiceNow AI Control Tower / Now Assist to MCP ‑ based tools and cross ‑ platform agents.
Implement and maintain MCP servers (tools) and clients: define JSON Schemas, enforce RBAC/least privilege; manage secrets, timeouts, retries, and streaming responses .
Expose and catalog enterprise tools (e.g., ticketing, code, chat, knowledge, workflow) via MCP; build adapters and connectors with clear SLAs and versioning.
Wire ServiceNow agents to call MCP tools through the agent fabric/bridge and apply Control Tower policies (guardrails, HITL, audit, regional data routing).
Develop and troubleshoot Integration Hub spokes / Flow Designer actions to orchestrate governed tool calls and automate common service flows.
Implement observability and cost/performance telemetry for agent/tool calls; own dashboards, alerts, and runbooks; meet availability and latency SLOs.
Harden against agentic risks (prompt injection, data exfiltration, cross ‑ agent escalation) using allow ‑ lists, supervised execution for privileged actions, and policy enforcement.
Partner with security, platform, and product teams to define paved ‑ road patterns, reusable templates, and documentation for internal adopters.
Contribute to backlog grooming, technical design reviews, and iterative delivery; champion testing strategies for tools and agent behaviors.
Collaborate with Operations teams to design, develop, and implement enhancements and new capabilities across the ServiceNow platform, ensuring alignment with business needs and ServiceNow best practices.
Own end-to-end stewardship of the Customer Experience Portal (CEP) within ServiceNow, including feature enhancements, UI/UX improvements, customizations, performance optimization, and oversight of platform upgrades.
Integrate automation across APIs and agentic AI platforms, contributing to high-quality, scalable, and maintainable solutions.
Support the definition and enforcement of architectural standards, governance processes, and technical guardrails related to AI and automation.
Manage and optimize AI skills, usage, and performance through the AI Control Tower, ensuring reliable and compliant operation.