Senior ServiceNow AI Engineer
Hispanic Alliance for Career Enhancement, Hartford, CT, United States
We're building a world of health around every individual - shaping a more connected, convenient and compassionate health experience. At CVS Health®, you'll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger - helping to simplify health care one person, one family and one community at a time.
POSITION SUMMARY
CVS Health is seeking a
ServiceNow AI Engineer , a platform engineering role responsible for enabling, scaling, and operating enterprise AI capabilities across the ServiceNow platform. This role focuses on Now Assist and Moveworks integration, delivering secure, governed, and reusable AI services that can be consumed consistently across HRSD, ITSM, ITOM, and broader ESM domains.
Operating within the ServiceNow Platform Engineering organization, this role emphasizes configuration‑first AI enablement, standardized patterns, and guardrails-ensuring AI solutions are scalable, measurable, and aligned with enterprise security, privacy, and governance standards.
Role Scope & Operating Model
Scope:
Platform‑wide (shared AI services across all ServiceNow products)
Model:
Central Platform Engineering (not embedded in a single product team)
Primary AI Capabilities:
Now Assist Skills, Now Assist Agents, Now Assist Agentic Workflows, Moveworks Agent to Agent Integration, AI Control Tower, Now Assist for Creator
Engineering Approach:
Configuration‑first, with selective scripting and integration development as needed
Success Metrics (Examples)
Adoption and enablement of Now Assist and Moveworks across ServiceNow domains
Reduction in manual handling time through AI assistance
Self‑service containment and deflection improvements
Stability and upgrade safety of AI configurations
Compliance with AI governance and audit requirements
What we expect of you
1) Enterprise AI Enablement (Now Assist & Moveworks)
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)
2) Platform Architecture & Reusable Patterns
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.
3) Configuration‑First Engineering with Selective Scripting
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.
4) Responsible AI, Security, and Governance
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.
5) Measurement, Optimization, and Observability
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.
6) Platform Operations & Lifecycle Management
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.
REQUIRED QUALIFICATIONS
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.
PREFERRED QUALIFICATIONS
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
Key Partnerships
Platform Architecture & Engineering
Product Owners across HRSD, ITSM, ITOM, ESM
Security, Risk, and Compliance
AI Technical Governance / Architecture Review Boards
Service Operations & Knowledge Management
EDUCATION
Bachelor's degree from accredited university or equivalent work experience (HS diploma + 4 years relevant experience).
Anticipated Weekly Hours
40
Time Type
Full time
Pay Range
The typical pay range for this role is:
$101,970.00 - $203,940.00
This pay range represents the base hourly rate or base annual full‑time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short‑term incentive program in addition to the base pay range listed above.
Benefits
We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families. This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. The benefits include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.
Equal Employment Opportunity Statement
CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician‑owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.
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POSITION SUMMARY
CVS Health is seeking a
ServiceNow AI Engineer , a platform engineering role responsible for enabling, scaling, and operating enterprise AI capabilities across the ServiceNow platform. This role focuses on Now Assist and Moveworks integration, delivering secure, governed, and reusable AI services that can be consumed consistently across HRSD, ITSM, ITOM, and broader ESM domains.
Operating within the ServiceNow Platform Engineering organization, this role emphasizes configuration‑first AI enablement, standardized patterns, and guardrails-ensuring AI solutions are scalable, measurable, and aligned with enterprise security, privacy, and governance standards.
Role Scope & Operating Model
Scope:
Platform‑wide (shared AI services across all ServiceNow products)
Model:
Central Platform Engineering (not embedded in a single product team)
Primary AI Capabilities:
Now Assist Skills, Now Assist Agents, Now Assist Agentic Workflows, Moveworks Agent to Agent Integration, AI Control Tower, Now Assist for Creator
Engineering Approach:
Configuration‑first, with selective scripting and integration development as needed
Success Metrics (Examples)
Adoption and enablement of Now Assist and Moveworks across ServiceNow domains
Reduction in manual handling time through AI assistance
Self‑service containment and deflection improvements
Stability and upgrade safety of AI configurations
Compliance with AI governance and audit requirements
What we expect of you
1) Enterprise AI Enablement (Now Assist & Moveworks)
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)
2) Platform Architecture & Reusable Patterns
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.
3) Configuration‑First Engineering with Selective Scripting
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.
4) Responsible AI, Security, and Governance
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.
5) Measurement, Optimization, and Observability
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.
6) Platform Operations & Lifecycle Management
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.
REQUIRED QUALIFICATIONS
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.
PREFERRED QUALIFICATIONS
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
Key Partnerships
Platform Architecture & Engineering
Product Owners across HRSD, ITSM, ITOM, ESM
Security, Risk, and Compliance
AI Technical Governance / Architecture Review Boards
Service Operations & Knowledge Management
EDUCATION
Bachelor's degree from accredited university or equivalent work experience (HS diploma + 4 years relevant experience).
Anticipated Weekly Hours
40
Time Type
Full time
Pay Range
The typical pay range for this role is:
$101,970.00 - $203,940.00
This pay range represents the base hourly rate or base annual full‑time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short‑term incentive program in addition to the base pay range listed above.
Benefits
We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families. This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. The benefits include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.
Equal Employment Opportunity Statement
CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician‑owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.
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