Senior ServiceNow AI Engineer

CVS Health is seeking a Senior ServiceNow AI Engineer, a platform engineering role responsible for enabling, scaling, and operating enterprise AI capabilities across the ServiceNow platform. This role focuses on integrating Now Assist and Moveworks, delivering secure and reusable AI services across various domains.

Responsibilities:

• Configure, deploy, and operate Now Assist capabilities (Skills, Agents, Agentic Workflows, Agent to Agent Integration, AI Control Tower, Now Assist for Creator)
• Integrate and align Moveworks with ServiceNow experiences, ensuring seamless handoff, consistent intents, and enterprise‑approved patterns
• Develop within platform‑level AI standards for enterprise re-use and scalability
• Support Citizen Developer model for AI Enablement
• Support ESM SDLC process (Development, Testing, Code Migration, Deployment)
• Design and maintain reusable AI configurations, including Skills and Agents
• Define reference architectures for common use cases across AI configurations
• Ensure AI solutions align with ServiceNow platform architecture, performance expectations, and upgrade compatibility
• Leverage out‑of‑the‑box and configurable AI features wherever possible to maximize maintainability and upgrade safety
• Use scripting and custom logic only when required to extend capabilities, integrate systems, or enforce enterprise guardrails
• Build and maintain integrations using Integration Hub, APIs, and event‑driven patterns to support AI‑initiated actions
• Responsible AI Governance to ensure: Appropriate data access boundaries, Role‑based controls and logging, Human‑in‑the‑loop and escalation patterns
• Support architecture reviews, AI technical governance boards, and risk assessments for AI features
• Document AI designs, data sources, and controls to support audit and compliance requirements
• Support the definition of and monitoring of platform‑level AI KPIs
• Continuously tune prompts, intents, and configurations based on usage data and outcomes
• Partner with product teams to validate AI value realization across domains
• Establish operational runbooks for AI capabilities, including monitoring, incident response, and problem management
• Manage AI feature lifecycle across environments (lower → production), including testing, releases, and upgrades
• Evaluate new ServiceNow AI features and vendor enhancements, providing recommendations for platform adoption

Requirements:

• 5+ years of ServiceNow platform engineering or development experience
• 3+ years of experience in ServiceNow configuration, security model, data structures, scripting and integration patterns
• 3+ years of experience working in a central platform or shared services model
• At least 1+ years of experience enabling Now Assist or AI‑assisted ServiceNow capabilities in production
• At least 1+ years of experience in translating enterprise AI strategy into practical, governed platform capabilities
• Bachelor's degree from accredited university or equivalent work experience (HS diploma + 4 years relevant experience)
• Experience integrating or operating Moveworks with ServiceNow
• Experience with knowledge management, service catalog design, and intent modeling
• Familiarity with AI governance, privacy, and enterprise risk management concepts
• Experience supporting multiple ServiceNow domains (HRSD, ITSM, ITOM, ESM)
• Technical Skills: ServiceNow: Now Assist (all capabilities), Flow Designer, IntegrationHub, Performance Analytics, Advanced Scripting
• AI Enablement: prompt configuration, intent/topic modeling, fallback and escalation design, evaluation metrics
• Integration: REST APIs, OAuth, data mapping, event‑based workflows
• Engineering Practices: configuration management, CI/CD awareness, documentation, upgrade readiness
• Certifications: ServiceNow Certified System Administrator (CSA), ServiceNow Application Developer, ServiceNow Implementation Specialist (any major domain), ServiceNow AI‑related credentials (where available), Enterprise AI governance or cloud AI fundamentals training