Operations AI Transformation Engineer - Servicenow

AI Transformation Engineer - ServiceNow

Working closely with the ServiceNow Architect, the AI Agent Platform Engineer will play a key role in enabling automation and AI-driven capabilities across the organization. This role partners cross-functionally with Customer Success, Professional Services Operations, and DevOps to design and implement intelligent workflows, agentic AI integrations, and automated experiences across APIs, portals, and platforms.

You will be responsible for connecting MCP clients with custom MCP servers and tools, managing AI skills and consumption through the AI Control Tower, and contributing to platform architecture, governance, standards, and guardrails. Strong experience with ServiceNow UI Builder—or an equivalent React-based framework—is essential. Familiarity with Guided Setup, Virtual Agent Builder, and conversational intelligence capabilities is highly preferred.

What You Will Do:

• Design, build, and operate the internal agentic AI platform that connects ServiceNow AI Control Tower / Now Assist to MCP-based tools and cross-platform agents.
• Implement and maintain MCP servers (tools) and clients: define JSON Schemas, enforce RBAC/least privilege; manage secrets, timeouts, retries, and streaming responses.
• Expose and catalog enterprise tools (e.g., ticketing, code, chat, knowledge, workflow) via MCP; build adapters and connectors with clear SLAs and versioning.
• Wire ServiceNow agents to call MCP tools through the agent fabric/bridge and apply Control Tower policies (guardrails, HITL, audit, regional data routing).
• Develop and troubleshoot Integration Hub spokes / Flow Designer actions to orchestrate governed tool calls and automate common service flows.
• Implement observability and cost/performance telemetry for agent/tool calls; own dashboards, alerts, and runbooks; meet availability and latency SLOs.
• Harden against agentic risks (prompt injection, data exfiltration, cross-agent escalation) using allow-lists, supervised execution for privileged actions, and policy enforcement.
• Partner with security, platform, and product teams to define paved-road patterns, reusable templates, and documentation for internal adopters.
• Contribute to backlog grooming, technical design reviews, and iterative delivery; champion testing strategies for tools and agent behaviors.
• Collaborate with Operations teams to design, develop, and implement enhancements and new capabilities across the ServiceNow platform, ensuring alignment with business needs and ServiceNow best practices.
• Own end-to-end stewardship of the Customer Experience Portal (CEP) within ServiceNow, including feature enhancements, UI/UX improvements, customizations, performance optimization, and oversight of platform upgrades.
• Integrate automation across APIs and agentic AI platforms, contributing to high-quality, scalable, and maintainable solutions.
• Support the definition and enforcement of architectural standards, governance processes, and technical guardrails related to AI and automation.
• Manage and optimize AI skills, usage, and performance through the AI Control Tower, ensuring reliable and compliant operation.

What You Will Bring:

• 3+ years ServiceNow development, including hands-on work with Integration Hub / Flow Designer / Automation Engine/ Workflow Data Fabric, as well as Service Catalog best practices, and (ideally) Service Graph Connectors, such as Ansible.
• Practical experience building or operating MCP (Model Context Protocol) clients/servers or analogous tool frameworks (e.g., OpenAI function calling, LangChain tools, Semantic Kernel connectors).
• Ability to design JSON Schemas for tool inputs/outputs; strong API integration skills (REST, OAuth, webhooks), and secure secrets/config management.
• Working knowledge of ServiceNow AI Control Tower concepts (governance, guardrails/HITL, observability) and connecting agents to external tools in a governed manner.
• Proficiency in AI prompt engineering for code, application, and portal development.
• Advanced abilities with one or more programming languages, aside from JavaScript, typically used for integration/platform work (e.g., TypeScript/Node.js, Python).
• Knowledge of ServiceNow Fluent and SDK is a plus.
• Excellent communication and collaboration skills; comfort supporting internal product teams as platform customers.
• Three or more ServiceNow UI Builder or integration projects (please provide samples); experience with UI Builder, HTML/CSS/JavaScript, Jelly, Bootstrap, AngularJS, React, or legacy ServiceNow CMS.
• Experience with ServiceNow Now Assist for Creator and/or ServiceNow IDE & SDK for AI-enabled development.
• Experience designing mobile or portal experiences on ServiceNow; analytics/reporting using modern visualization within the platform.
• Database design and data modeling fundamentals; ITSM implementation exposure on ServiceNow.
• ServiceNow certifications (e.g., CSA, CAD, Implementation Specialist) or equivalent demonstrable expertise.

Success Measures:

• Adoption of paved-road agent/tool patterns by internal product teams.
• Measured reliability (SLO attainment) and reduction in incident volume tied to agent/tool failures.
• Guardrail effectiveness (e.g., blocked unsafe actions, audit completeness).
• Cost/performance improvements per agent/task routed via the platform.

About Us

Founded in 1999, Homecare Homebase, a subsidiary of Hearst Corporation is a market leader in healthcare software development providing mobile cloud-based solutions for clinical, operational, and financial improvement of home care, hospice and personal care agencies throughout the United States. Our software enables real time solutions for wireless information exchange and communication between office staff, field staff, and physicians.

Our success is fueled by our talented teams that are driven by their passion to make a difference in patient care. Our employees work in a culture that is guided by CARES values: Care, Act, Respect, Excel, and Smile (a positive attitude). If you want to work in a role where your skills have a direct influence on patient care, Homecare Homebase is the next step in your career. We are hiring team members who want to make a difference.

What You Can Expect from Us

At Homecare Homebase, we don't just help our clients succeed; we help our employees succeed. Competitive pay, robust benefits, and professional development opportunities are a few of the many reasons that Homecare Homebase is a great place to build your career.

Our Team Members Also Enjoy

Meaningful work. Our employees often tell us that their work gives them a sense of purpose because it makes a difference in the lives of clinicians and homecare staff, as well as the patients they serve.

Leaders who care. President Luke Rutledge has continued the mission to create a culture that cares – one that appreciates and takes good care of its people. As a result, being an employee of HCHB feels like being a member of a big family.

Flexibility. We value work-life balance because we know that happy employees create happy clients. That's why Homecare Homebase offers both full and part-time career opportunities to fit life's unique demands.

A company that gives back. Every year, Homecare Homebase proudly supports numerous charitable fundraising initiatives that align with our mission of empowering exceptional care and helping others in need.

Sound like a good fit? We'd love to hear from you.

This position does not provide sponsorship. All applicants should either be US Citizens or Permanent Residents eligible to work in the US without immigration restrictions.