Senior ServiceNow Engineer

Credit Acceptance Corporation•San Francisco, CA

4d•Hybrid

About The Position

Credit Acceptance is seeking a Senior ServiceNow Engineer to help modernize the business through technology, data, AI, and continuous improvement. The role focuses on designing dependable ServiceNow capabilities for enterprise self-service, conversational experiences, workflow automation, and AI-enabled agents. The engineer will work with product owners, service teams, business stakeholders, process owners, and Security to identify business friction, deliver usable solutions, protect sensitive information, and measure business outcomes. The position includes technical leadership, production ownership, and support for adoption. The engineer will develop reusable platform capabilities and governed integrations, evaluate AI solutions before release, monitor reliability and outcomes, and contribute to engineering quality through reviews, mentoring, testing, documentation, and knowledge transfer. The role participates in an on-call rotation. The position follows a hybrid work model: two work-from-home days and three standard in-office days each week, working with the team and key stakeholders at a local office. 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 to 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 be from institutions of higher education accredited by the Council for Higher Education Accreditation or an equivalent accrediting body.

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.
Working knowledge of AI grounding and retrieval, evaluation methods, human oversight, and agent permissions.
Ability to diagnose and debug complex systems, including failed AI responses and actions.
Ability to clarify business problems, explain tradeoffs, and deliver usable solutions with measurable outcomes.
Ability to explain 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 an interest in continuous learning and experimentation.

Responsibilities

Build AI-powered self-service using ServiceNow conversational experiences, knowledge, workflows, and agent capabilities, using deterministic automation where appropriate and bounded AI reasoning where it adds value.
Identify and simplify friction in business processes before automating, partnering with product owners, service teams, and business stakeholders to prioritize opportunities.
Favor platform-native capabilities over customization.
Improve knowledge quality with service owners and implement permissions-aware retrieval grounded in catalog, CMDB, and service data.
Define AI evaluation scenarios and release criteria covering 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 the ability to suspend faulty automation.
Create reusable actions, subflows, and agent tools for multiple business processes and 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 released capacity from realized savings and accounting for ongoing 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, and document runbooks.
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 attendance requirements as required by the department.