[Hiring] Senior AI Automation Engineer @ServiceNow

Role Description

We’re hiring a Senior AI Automation Engineer for Customer Success Operations. You’ll build the automation foundation that scales our CS organization to support 2–3x the number of Moveworks customers over the next 12 months—without scaling headcount linearly. This is a hands-on senior IC role: 75% building and deploying production systems, 25% architecting solutions and advising teams on automation best practices.

You’ll work across both internal and customer-facing automations, using AI tools to build and deploy custom solutions that increase customer value while making our CS team significantly more efficient. You will focus not just on solving today’s problems but will build the automation playbook for how we operate at scale for the next few years.

What You Will Do

• Build the AI Automation Foundation That Scales CS
  • Architect and build the automation infrastructure that enables our Customer Success' teams ability to support 2–3x the number of customers.
  • Create AI-powered tools that deliver insights at scale, automate mid-market and digital-touch engagement, and enable new operating models that drive best-in-class retention and cost-to-retain.
• Use AI to Transform CS Operations
  • Use AI tools to build and deploy custom solutions for internal teams.
  • Build plugins using Moveworks Agent Studio, create specialized assistants, and leverage analytics products to automate work for Customer Success, Professional Services, and Support.
• Enable Customer-Facing Automation and Value Delivery
  • Your automations directly unlock our ability to spend more time with customers on what matters.
  • By eliminating manual workflows around account research, insight delivery, and operational tasks, you free CS and PS to focus on building solutions with customers and driving adoption.
• Define the AI Automation Strategy Across Customer-Facing Teams
  • Start with Moveworks Customer Success, then expand to Professional Services and Support.
  • Build integrations with enterprise systems like ServiceNow and Microsoft Dynamics.
  • Establish the patterns, platforms, and practices that scale across all customer-facing functions.
• Ship Production Systems with High Cross-Functional Collaboration
  • Partner with Moveworks Data Science on analytics pipelines, Finance on revenue automation, Security and Privacy on compliant integrations, and Product on platform capabilities.
  • Work across systems like ServiceNow, Moveworks, Claude, Rocketlane, Outlook, and Snowflake to deliver impact.

Day-to-Day Breakdown

• Build automation infrastructure (75% of your time)
  • Implement integrations across ServiceNow, Moveworks, Claude, Rocketlane, Outlook, and Snowflake to deliver impact.
  • Develop AI plugins, agents, and custom tools using Agent Studio and other AI tooling.
  • Build and enhance automations that eliminate manual CS workflows and increase customer value.
  • Ship production-ready solutions that scale with the business.
• Architect and advise (25% of your time)
  • Design system integration approaches that are scalable and maintainable.
  • Advise cross-functional partners on technical feasibility and best practices.
  • Establish automation guidelines, standards, and patterns for future CS Ops engineering.
• Partner cross-functionally
  • Collaborate with Data Science on data pipelines and analytics integrations.
  • Work with Security and Privacy to ensure compliant automation practices.
  • Partner with Finance on billing, revenue, and financial system integrations.
  • Engage with Product teams to leverage platform capabilities.
• Establish the foundation
  • As the founding automation engineer, define how we build, document, and maintain automations.
  • Create knowledge and patterns that set up future CS Ops engineering for success.
  • Identify and prioritize the highest-impact automation opportunities across internal and customer-facing workflows.

Qualifications

• 7+ years building production systems, integrations, or business automation.
• Strong programming skills in Python, JavaScript, SQL, or similar languages.
• Experience architecting multi-system integrations and evaluating technical tradeoffs.
• Track record of shipping projects collaboratively across functions.
• Ability to work independently and navigate ambiguity.
• Experience with enterprise SaaS platforms such as ServiceNow, Snowflake, Claude, etc.
• Hands-on experience building with AI tools, APIs, or agent frameworks.

Nice to Have

• Experience in Customer Success Operations or Revenue Operations environments.
• Familiarity with Rocketlane, Snowflake, Slack, Outlook integrations, or similar CS tooling.
• Background in building customer-facing automations that drive adoption or value realization.
• Experience defining automation strategy or standing up a new engineering function from scratch.

Additional Information

• Work Personas: We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location.
• Equal Opportunity Employer: ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law.
• Accommodations: We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
• Export Control Regulations: For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals.