Senior ServiceNow Engineer

Credit Acceptance Corporation • San Francisco, CA

1d • Hybrid

About The Position

Credit Acceptance is seeking a Senior ServiceNow Engineer to build and operate ServiceNow capabilities that improve enterprise self-service and business outcomes. The role combines workflow engineering, conversational and agent-based AI, secure integrations, production reliability, and technical leadership. The engineer partners with product owners, service teams, business stakeholders, process owners, and Security to identify opportunities, simplify workflows, and deliver reusable solutions using platform-native capabilities where practical.

The position involves improving knowledge quality and permissions-aware AI retrieval grounded in catalog, CMDB, and service data; defining evaluation scenarios and release criteria for AI changes; and maintaining appropriate human approvals, audit trails, and safeguards. It also includes building reusable platform actions and integrations, protecting access and sensitive data, measuring productivity outcomes, and operating dependable production capabilities through monitoring, testing, source control, documentation, and on-call participation.

The engineer provides technical leadership through design and code reviews, mentoring, roadmap recommendations, user guidance, and knowledge transfer. The role follows a hybrid work model with two work-from-home days and three standard in-office days each week. Candidates must reside in or be willing to relocate to the greater Southfield, Michigan area; the greater Bellevue, Washington area; or the San Francisco Bay Area, California.

Requirements

• Bachelor's degree in Computer Science, Information Systems, or a closely related field, or equivalent work experience.
• At least 6 years of enterprise software or platform engineering experience, including substantial hands-on ServiceNow experience across workflow automation, data models, access controls, JavaScript, platform APIs, and integrations.
• Demonstrated experience delivering enterprise self-service, conversational AI, intelligent automation, or agent-based solutions with measurable adoption.
• Practical expertise in the Software Development Life Cycle (SDLC) and Agent Development Life Cycle (ADLC), including Agile/SCRUM practices, testing, release management, and DevOps practices.
• Experience building secure, compliant cloud-based applications, including access controls and sensitive data handling; familiarity with standards such as SOC 2.
• Experience providing technical leadership and mentoring other engineers.
• Must reside in or be willing to relocate to the greater Southfield, Michigan area; the greater Bellevue, Washington area; or the San Francisco Bay Area, California.
• Required degrees must have been earned at institutions of higher education accredited by the Council for Higher Education Accreditation or equivalent.
• Ability to diagnose and debug complex systems, including failed AI responses and actions.
• Working knowledge of AI grounding and retrieval, evaluation methods, human oversight, and agent permissions.
• Ability to clarify business problems, explain tradeoffs, and deliver usable solutions with measurable outcomes.
• Ability to communicate complex technical information verbally and in writing to all levels, including senior leadership.
• Ability to mentor engineers, challenge the status quo, and influence stakeholders toward innovative solutions.
• Understanding of AI, agentic systems, AIOps, and automation, with a commitment to continuous learning and experimentation.
• Demonstrate customer empathy, engineering excellence, a collaborative One Team mindset, and an Owner’s Mindset.

Nice To Haves

• Hands-on experience with ServiceNow Employee Center, Virtual Agent, Now Assist, AI Agents, Flow Designer, Integration Hub, or App Engine; depth in self-service capabilities is more valuable than exposure to every module.
• Experience with ITSM, knowledge management, service catalog design, and CMDB data quality or service mapping.
• HRSD, ITAM, SPM, or ITOM experience when relevant to the business use case.
• Experience exposing enterprise actions to external AI assistants or agents through governed APIs or approved standards such as Model Context Protocol (MCP).
• Experience implementing AI evaluation datasets, production feedback loops, ServiceNow Automated Test Framework, deployment automation, or responsible AI lifecycle controls.
• Relevant ServiceNow certifications, such as Certified Application Developer or Certified System Administrator, supported by practical delivery experience.

Responsibilities

• Engineer AI-powered self-service using ServiceNow conversational experiences, knowledge, workflows, and agent capabilities, using deterministic automation or bounded AI reasoning as appropriate.
• Identify friction and simplify processes before automating; partner with product owners, service teams, and business stakeholders to prioritize opportunities.
• Improve knowledge quality and implement permissions-aware retrieval grounded in catalog, CMDB, and service data.
• Define AI evaluation scenarios and release criteria for response accuracy, grounding, task completion, and unsafe actions; test changes to prompts, models, tools, and knowledge before release.
• Build human approval for sensitive actions, audit trails, and mechanisms to suspend faulty automation.
• Create reusable actions, subflows, and agent tools for multiple business processes; expose governed ServiceNow services through APIs.
• Design secure integrations with defined contracts, validation, retries, and rollback.
• Configure least-privilege roles, integration identities, and secrets management; support access reviews and audit evidence with process owners and Security; preserve required approvals and segregation of duties.
• Establish productivity baselines with business owners and measure cycle time, manual steps removed, hours released, adoption, and rework, distinguishing capacity released from realized savings and accounting for support and tool costs.
• Own production reliability for platform capabilities and integrations; use logs, alerts, and root-cause analysis to reduce recurring failures.
• Monitor task completion, self-service resolution, and latency; automate regression testing, maintain source control, document runbooks, and participate in the on-call rotation.
• Provide technical leadership through design reviews, code reviews, and mentoring.
• Evaluate relevant ServiceNow releases and AI capabilities and recommend roadmap improvements based on business value.
• Use approved AI tools in engineering and review generated output.
• Provide user guidance and knowledge transfer.
• Remain compliant with company policies, processes, and legal guidelines; perform other duties as assigned and meet department attendance requirements.

Benefits

• 401(k) match
• Adoption assistance
• Parental leave
• Tuition reimbursement
• Comprehensive medical, dental, and vision coverage
• Additional nonstandard benefits
• Annual variable incentive of cash and equity between 7.5% and 15% of base salary

What This Job Offers

• Job Type: Full-time
• Career Level: Senior