Senior ServiceNow Platform Engineer - AI and Automation

Short Description

Responsible for building high-quality, innovative and fully performing software in compliance with coding standards and technical design. Design, modify, develop, write and implement software programming applications. Support and/or install software applications. Key participant in the testing process through test review and analysis, test witnessing and certification of software.

Work Modality: Hybrid (3 days in office, 2 days work from home)

Location: Guadalajara, Jalisco.

Qualifications and Competencies

Core Responsibilities

ServiceNow Engineering and Solution Development

• Design, configure, develop, test, deploy, and maintain high-quality ServiceNow solutions.
• Translate business needs into secure, scalable, supportable, and reusable technical designs.
• Develop applications, workflows, integrations, scripts, APIs, reusable components, and platform capabilities using established engineering standards.
• Evaluate feasibility by analyzing requirements, data flows, system interactions, dependencies, constraints, and proposed solutions.
• Define application interfaces, system responsibilities, deployment patterns, and nonfunctional requirements.
• Document solution designs, technical decisions, support models, operating procedures, and reusable engineering patterns.
• Partner with platform architects, product managers, administrators, cybersecurity teams, and business stakeholders to ensure that solutions align to enterprise standards.

AI Orchestration and Intelligent Automation

• Lead the engineering of ServiceNow-based AI, automation, and orchestration capabilities.
• Identify and develop practical AI-enabled workflows that reduce manual effort, improve decision quality, accelerate response, and simplify the user experience.
• Design solutions that responsibly combine ServiceNow platform capabilities, AI services, enterprise data, integrations, APIs, and workflow automation.
• Evaluate agentic and human-in-the-loop patterns to determine where automation can safely act, where human approval is required, and where additional governance is necessary.
• Develop technical guardrails for security, privacy, auditability, explainability, reliability, and operational support.
• Ensure that AI-enabled solutions are designed around clearly defined business problems rather than novelty alone.
• Measure whether AI and automation capabilities reduce friction, improve outcomes, and create sustainable value.

Integrations, APIs, and Enterprise Connectivity

• Design, develop, and maintain integrations between ServiceNow and enterprise systems.
• Build and support REST-based integrations, web services, IntegrationHub spokes, APIs, data exchanges, and event-driven workflows.
• Apply secure integration patterns, authentication standards, error handling, monitoring, logging, and recovery mechanisms.
• Partner with enterprise integration teams to align ServiceNow connectivity with broader architectural standards.
• Improve reuse by establishing common integration patterns, documentation, and technical accelerators.
• Ensure that integrations are observable, supportable, and designed to minimize avoidable operational overhead.

CI/CD, Automated Testing, and Built-In Quality

• Advance modern engineering practices across the ServiceNow platform, including source control, CI/CD, DevSecOps, automated testing, code reviews, release governance, and deployment traceability.
• Expand automated testing coverage using appropriate platform and enterprise testing tools.
• Embed quality controls into the development lifecycle rather than relying on late-stage validation.
• Establish reusable testing patterns for workflows, integrations, applications, upgrades, and AI-enabled capabilities.
• Improve release confidence, deployment velocity, defect prevention, and recovery readiness.
• Contribute to technical standards for coding, configuration, documentation, peer review, testing, and production support.
• Reduce technical debt by promoting maintainable, upgrade-resilient, and out-of-the-box-first design principles.

Customer Value Engineering and Telemetry-First Design

• Treat value realization as an engineering requirement.
• Partner with product managers and stakeholders to define a value hypothesis for significant development initiatives.
• Design telemetry into solutions so that adoption, performance, quality, friction, and business outcomes can be measured after release.
• Evaluate success using measurable indicators such as time saved, automation rates, reduction in manual touchpoints, cycle-time improvement, reduced defects, reduced risk, and user adoption.
• Apply cognitive hospitality principles by creating workflows that reduce unnecessary cognitive load and make the next action clear.
• Identify opportunities to remove avoidable steps, reduce swivel-chair activity, and simplify user interactions.
• Use operational data and user feedback to continuously improve released capabilities.

Platform Engineering Leadership

• Serve as a senior technical contributor and trusted advisor for ServiceNow engineering decisions.
• Recommend modern tools, development practices, reusable patterns, and architectural improvements.
• Mentor team members and promote disciplined engineering habits.
• Provide technical guidance for complex platform initiatives while supporting decentralized decision-making.
• Participate in sprint planning, refinement, technical reviews, retrospectives, architecture discussions, and continuous-improvement activities.
• Communicate technical tradeoffs, risks, dependencies, and recommendations clearly to both technical and nontechnical stakeholders.
• Stay current on ServiceNow platform capabilities, AI developments, integration patterns, testing practices, and emerging enterprise technologies.

Required Qualifications

• College, university, or equivalent degree in Computer Science, Engineering, Information Technology, or a related discipline, or equivalent relevant experience.
• Demonstrated experience designing, developing, testing, and supporting enterprise software solutions.
• Strong knowledge of software-development lifecycle practices, including requirements analysis, solution design, development, testing, deployment, and production support.
• Experience with APIs, integrations, secure development, source control, testing, and release processes.
• Experience communicating with users, technical teams, and management to define requirements, identify tasks, estimate effort, and deliver production-ready solutions.
• Strong analytical, problem-solving, and documentation skills.
• Ability to balance speed, quality, security, maintainability, and business value.
• Experience developing on the ServiceNow platform using JavaScript, Flow Designer, IntegrationHub, REST APIs, Script Includes, Business Rules, UI Builder, Service Portal, scoped applications, and platform configuration tools.
• Familiarity with ServiceNow AI capabilities, Now Assist, generative AI, virtual agents, agentic workflows, AI orchestration, machine learning, or comparable enterprise AI technologies.

Preferred Qualifications

• Experience with ServiceNow Automated Test Framework (ATF), source control, CI/CD pipelines, update-set governance, application repositories, and release automation.
• Experience integrating ServiceNow with enterprise systems using REST, web services, middleware, event-driven patterns, or integration platforms
• Experience designing secure solutions with appropriate access controls, auditability, observability, and data-protection safeguards.
• ServiceNow Certified System Administrator, Certified Application Developer, implementation certification, or comparable technical credentials.
• Experience with DevSecOps, automated testing, observability, and reusable engineering patterns.

Indicators of Success

Success in this role will be demonstrated through measurable improvement in:

• Delivery velocity and release predictability.
• Automated testing coverage and deployment confidence.
• Defect prevention, production stability, and recovery readiness.
• Reuse of engineering patterns, integrations, and technical accelerators.
• Reduction in manual work through effective automation.
• Adoption and realized value of AI-enabled ServiceNow capabilities.
• Reduction in user friction and unnecessary process complexity.
• Upgrade resilience and reduction of avoidable technical debt.
• Tangible business value created through time savings, quality improvements, risk reduction, and increased platform leverage.

Description

Position Summary

The Senior ServiceNow Platform Engineer, AI and Automation will design, build, test, and operationalize secure, scalable, and maintainable solutions on the ServiceNow platform.

This role will serve as a senior technical contributor for ServiceNow development, AI-enabled workflows, orchestration, integrations, DevSecOps, CI/CD, and automated testing. The individual will help establish the engineering patterns, reusable capabilities, and technical guardrails required to scale the platform responsibly across the enterprise.

A central focus of the role will be leading ServiceNow-based artificial-intelligence and automation efforts. This includes evaluating practical use cases, designing agentic and orchestrated workflows, integrating ServiceNow with enterprise systems, and ensuring that automation improves the user experience without introducing unnecessary complexity, unmanaged risk, or technical debt.

The successful candidate will combine technical depth with a value-engineering mindset. The role is not limited to delivering code. It requires an ability to understand the underlying business problem, develop the appropriate solution, instrument the capability, and verify that the intended outcome was realized.