Operations AI Transformation Engineer - ServiceNow

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    "ExternalDescriptionStr": "<p style=\"line-height:105%;margin-bottom:10.0pt;\"><span style=\"font-family:&quot;Arial&quot;,sans-serif;\"><strong>AI Transformation Engineer - ServiceNow</strong></span></p><p style=\"line-height:105%;margin-bottom:6.0pt;\"><span style=\"font-family:&quot;Arial&quot;,sans-serif;\"><span style=\"font-size:11.0pt;line-height:105%;\">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.</span></span></p><p style=\"line-height:105%;margin-bottom:6.0pt;\"><span style=\"font-family:&quot;Arial&quot;,sans-serif;\"><span style=\"font-size:11.0pt;line-height:105%;\">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.</span></span></p><p style=\"line-height:105%;margin-bottom:6.0pt;\">&nbsp;</p><p style=\"line-height:105%;margin-bottom:6.0pt;\"><span style=\"font-family:&quot;Arial&quot;,sans-serif;\"><span style=\"font-size:11.0pt;line-height:105%;\"><strong>What You Will Do:</strong></span></span></p><ul style=\"list-style-type:disc;\"><li><p style=\"line-height:105%;margin-bottom:6.0pt;\"><span style=\"font-family:&quot;Arial&quot;,sans-serif;\"><span style=\"font-size:11.0pt;line-height:105%;\">Design, build, and operate the internal agentic AI platform that connects ServiceNow AI Control Tower / Now Assist to MCP</span></span><span style=\"font-family:&quot;Cambria Math&quot;,serif;\"><span style=\"font-size:11.0pt;line-height:105%;\">‑</span></span><span style=\"font-family:&quot;Arial&quot;,sans-serif;\"><span style=\"font-size:11.0pt;line-height:105%;\">based tools and cross</span></span><span style=\"font-family:&quot;Cambria Math&quot;,serif;\"><span style=\"font-size:11.0pt;line-height:105%;\">‑</span></span><span style=\"font-family:&quot;Arial&quot;,sans-serif;\"><span style=\"font-size:11.0pt;line-height:105%;\">platform agents.</span></span></p></li><li><p style=\"line-height:105%;margin-bottom:6.0pt;\"><span style=\"font-family:&quot;Arial&quot;,sans-serif;\"><span style=\"font-size:11.0pt;line-height:105%;\">Implement and maintain MCP servers (tools) and clients: define JSON Schemas, enforce RBAC/least privilege; manage secrets, timeouts, retries, and streaming responses .</span></span></p></li><li><p style=\"line-height:105%;margin-bottom:6.0pt;\"><span style=\"font-family:&quot;Arial&quot;,sans-serif;\"><span style=\"font-size:11.0pt;line-height:105%;\">Expose and catalog enterprise tools (e.g., ticketing, code, chat, knowledge, workflow) via MCP; build adapters and connectors with clear SLAs and versioning.</span></span></p></li><li><p style=\"line-height:105%;margin-bottom:6.0pt;\"><span style=\"font-family:&quot;Arial&quot;,sans-serif;\"><span style=\"font-size:11.0pt;line-height:105%;\">Wire ServiceNow agents to call MCP tools through the agent fabric/bridge and apply Control Tower policies (guardrails, HITL, audit, regional data routing).</span></span></p></li><li><p style=\"line-height:105%;margin-bottom:6.0pt;\"><span style=\"font-family:&quot;Arial&quot;,sans-serif;\"><span style=\"font-size:11.0pt;line-height:105%;\">Develop and troubleshoot Integration Hub spokes / Flow Designer&nbsp; actions to orchestrate governed tool calls and automate common service flows.</span></span></p></li><li><p style=\"line-height:105%;margin-bottom:6.0pt;\"><span style=\"font-family:&quot;Arial&quot;,sans-serif;\"><span style=\"font-size:11.0pt;line-height:105%;\">Implement observability and cost/performance telemetry for agent/tool calls; own dashboards, alerts, and runbooks; meet availability and latency SLOs.</span></span></p></li><li><p style=\"line-height:105%;margin-bottom:6.0pt;\"><span style=\"font-family:&quot;Arial&quot;,sans-serif;\"><span style=\"font-size:11.0pt;line-height:105%;\">Harden against agentic risks (prompt injection, data exfiltration, cross</span></span><span style=\"font-family:&quot;Cambria Math&quot;,serif;\"><span style=\"font-size:11.0pt;line-height:105%;\">‑</span></span><span style=\"font-family:&quot;Arial&quot;,sans-serif;\"><span style=\"font-size:11.0pt;line-height:105%;\">agent escalation) using allow</span></span><span style=\"font-family:&quot;Cambria Math&quot;,serif;\"><span style=\"font-size:11.0pt;line-height:105%;\">‑</span></span><span style=\"font-family:&quot;Arial&quot;,sans-serif;\"><span style=\"font-size:11.0pt;line-height:105%;\">lists, supervised execution for privileged actions, and policy enforcement.</span></span></p></li><li><p style=\"line-height:105%;margin-bottom:6.0pt;\"><span style=\"font-family:&quot;Arial&quot;,sans-serif;\"><span style=\"font-size:11.0pt;line-height:105%;\">Partner with security, platform, and product teams to define paved</span></span><span style=\"font-family:&quot;Cambria Math&quot;,serif;\"><span style=\"font-size:11.0pt;line-height:105%;\">‑</span></span><span style=\"font-family:&quot;Arial&quot;,sans-serif;\"><span style=\"font-size:11.0pt;line-height:105%;\">road patterns, reusable templates, and documentation for internal adopters.</span></span></p></li><li><p style=\"line-height:105%;margin-bottom:6.0pt;\"><span style=\"font-family:&quot;Arial&quot;,sans-serif;\"><span style=\"font-size:11.0pt;line-height:105%;\">Contribute to backlog grooming, technical design reviews, and iterative delivery; champion testing strategies for tools and agent behaviors.</span></span></p></li><li><p style=\"line-height:105%;margin-bottom:6.0pt;\"><span style=\"font-family:&quot;Arial&quot;,sans-serif;\"><span style=\"font-size:11.0pt;line-height:105%;\">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.</span></span></p></li><li><p style=\"line-height:105%;margin-bottom:6.0pt;\"><span style=\"font-family:&quot;Arial&quot;,sans-serif;\"><span style=\"font-size:11.0pt;line-height:105%;\">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.</span></span></p></li><li><p style=\"line-height:105%;margin-bottom:6.0pt;\"><span style=\"font-family:&quot;Arial&quot;,sans-serif;\"><span style=\"font-size:11.0pt;line-height:105%;\">Integrate automation across APIs and agentic AI platforms, contributing to high-quality, scalable, and maintainable solutions.</span></span></p></li><li><p style=\"line-height:105%;margin-bottom:6.0pt;\"><span style=\"font-family:&quot;Arial&quot;,sans-serif;\"><span style=\"font-size:11.0pt;line-height:105%;\">Support the definition and enforcement of architectural standards, governance processes, and technical guardrails related to AI and automation.</span></span></p></li><li><p style=\"line-height:105%;margin-bottom:6.0pt;\"><span style=\"font-family:&quot;Arial&quot;,sans-serif;\"><span style=\"font-size:11.0pt;line-height:105%;\">Manage and optimize AI skills, usage, and performance through the AI Control Tower, ensuring reliable and compliant operation.</span></span></p></li></ul><p style=\"line-height:105%;margin-bottom:6.0pt;\">&nbsp;</p><p style=\"line-height:105%;margin-bottom:6.0pt;\"><span style=\"font-family:&quot;Arial&quot;,sans-serif;\"><span style=\"font-size:11.0pt;line-height:105%;\"><strong>What You Will Bring:</strong></span></span></p><ul style=\"list-style-type:disc;\"><li><p style=\"line-height:105%;margin-bottom:6.0pt;\"><span style=\"font-family:&quot;Arial&quot;,sans-serif;\"><span style=\"font-size:11.0pt;line-height:105%;\">3+ years ServiceNow development, including hands</span></span><span style=\"font-family:&quot;Cambria Math&quot;,serif;\"><span style=\"font-size:11.0pt;line-height:105%;\">‑</span></span><span style=\"font-family:&quot;Arial&quot;,sans-serif;\"><span style=\"font-size:11.0pt;line-height:105%;\">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.</span></span></p></li><li><p style=\"line-height:105%;margin-bottom:6.0pt;\"><span style=\"font-family:&quot;Arial&quot;,sans-serif;\"><span style=\"font-size:11.0pt;line-height:105%;\">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).</span></span></p></li><li><p style=\"line-height:105%;margin-bottom:6.0pt;\"><span style=\"font-family:&quot;Arial&quot;,sans-serif;\"><span style=\"font-size:11.0pt;line-height:105%;\">Ability to design JSON Schemas for tool inputs/outputs; strong API integration skills (REST, OAuth, webhooks), and secure secrets/config management.</span></span></p></li><li><p style=\"line-height:105%;margin-bottom:6.0pt;\"><span style=\"font-family:&quot;Arial&quot;,sans-serif;\"><span style=\"font-size:11.0pt;line-height:105%;\">Working knowledge of ServiceNow AI Control Tower concepts (governance, guardrails/HITL, observability) and connecting agents to external tools in a governed manner.</span></span></p></li><li><p style=\"line-height:105%;margin-bottom:6.0pt;\"><span style=\"font-family:&quot;Arial&quot;,sans-serif;\"><span style=\"font-size:11.0pt;line-height:105%;\">Proficiency in AI prompt engineering for code, application, and portal development.</span></span></p></li><li><p style=\"line-height:105%;margin-bottom:6.0pt;\"><span style=\"font-family:&quot;Arial&quot;,sans-serif;\"><span style=\"font-size:11.0pt;line-height:105%;\">Advanced abilities with one or more programming languages, aside from JavaScript, typically used for integration/platform work (e.g., TypeScript/Node.js, Python).</span></span></p></li><li><p style=\"line-height:105%;margin-bottom:6.0pt;\"><span style=\"font-family:&quot;Arial&quot;,sans-serif;\"><span style=\"font-size:11.0pt;line-height:105%;\">Knowledge of ServiceNow Fluent and SDK is a plus.</span></span></p></li><li><p style=\"line-height:105%;margin-bottom:6.0pt;\"><span style=\"font-family:&quot;Arial&quot;,sans-serif;\"><span style=\"font-size:11.0pt;line-height:105%;\">Excellent communication and collaboration skills; comfort supporting internal product teams as platform customers.</span></span></p></li><li><p style=\"line-height:105%;margin-bottom:6.0pt;\"><span style=\"font-family:&quot;Arial&quot;,sans-serif;\"><span style=\"font-size:11.0pt;line-height:105%;\">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.</span></span></p></li><li><p style=\"line-height:105%;margin-bottom:6.0pt;\"><span style=\"font-family:&quot;Arial&quot;,sans-serif;\"><span style=\"font-size:11.0pt;line-height:105%;\">Experience with ServiceNow Now Assist for Creator and/or ServiceNow IDE &amp; SDK for AI</span></span><span style=\"font-family:&quot;Cambria Math&quot;,serif;\"><span style=\"font-size:11.0pt;line-height:105%;\">‑</span></span><span style=\"font-family:&quot;Arial&quot;,sans-serif;\"><span style=\"font-size:11.0pt;line-height:105%;\">enabled development.</span></span></p></li><li><p style=\"line-height:105%;margin-bottom:6.0pt;\"><span style=\"font-family:&quot;Arial&quot;,sans-serif;\"><span style=\"font-size:11.0pt;line-height:105%;\">Experience designing mobile or portal experiences on ServiceNow; analytics/reporting using modern visualization within the platform.</span></span></p></li><li><p style=\"line-height:105%;margin-bottom:6.0pt;\"><span style=\"font-family:&quot;Arial&quot;,sans-serif;\"><span style=\"font-size:11.0pt;line-height:105%;\">Database design and data modeling fundamentals; ITSM implementation exposure on ServiceNow.</span></span></p></li><li><p style=\"line-height:105%;margin-bottom:6.0pt;\"><span style=\"font-family:&quot;Arial&quot;,sans-serif;\"><span style=\"font-size:11.0pt;line-height:105%;\">ServiceNow certifications (e.g., CSA, CAD, Implementation Specialist) or equivalent demonstrable expertise.</span></span></p></li></ul><p style=\"line-height:105%;margin-bottom:6.0pt;\">&nbsp;</p><p style=\"line-height:105%;margin-bottom:6.0pt;\"><span style=\"font-family:&quot;Arial&quot;,sans-serif;\"><span style=\"font-size:11.0pt;line-height:105%;\"><strong>Success Measures:</strong></span></span></p><ul style=\"list-style-type:disc;\"><li><p style=\"line-height:105%;margin-bottom:6.0pt;\"><span style=\"font-family:&quot;Arial&quot;,sans-serif;\"><span style=\"font-size:11.0pt;line-height:105%;\">Adoption of paved</span></span><span style=\"font-family:&quot;Cambria Math&quot;,serif;\"><span style=\"font-size:11.0pt;line-height:105%;\">‑</span></span><span style=\"font-family:&quot;Arial&quot;,sans-serif;\"><span style=\"font-size:11.0pt;line-height:105%;\">road agent/tool patterns by internal product teams.</span></span></p></li><li><p style=\"line-height:105%;margin-bottom:6.0pt;\"><span style=\"font-family:&quot;Arial&quot;,sans-serif;\"><span style=\"font-size:11.0pt;line-height:105%;\">Measured reliability (SLO attainment) and reduction in incident volume tied to agent/tool failures.</span></span></p></li><li><p style=\"line-height:105%;margin-bottom:6.0pt;\"><span style=\"font-family:&quot;Arial&quot;,sans-serif;\"><span style=\"font-size:11.0pt;line-height:105%;\">Guardrail effectiveness (e.g., blocked unsafe actions, audit completeness).</span></span></p></li><li><p style=\"line-height:105%;margin-bottom:6.0pt;\"><span style=\"font-family:&quot;Arial&quot;,sans-serif;\"><span style=\"font-size:11.0pt;line-height:105%;\">Cost/performance improvements per agent/task routed via the platform.</span></span></p></li></ul><p style=\"line-height:105%;margin-bottom:6.0pt;\">&nbsp;</p><p style=\"line-height:105%;margin-bottom:6.0pt;\"><span style=\"font-family:&quot;Arial&quot;,sans-serif;\"><span style=\"font-size:11.0pt;line-height:105%;\"><strong>About Us</strong></span></span></p><p style=\"background-color:white;line-height:105%;margin-bottom:6.0pt;\"><span style=\"color:black;font-family:&quot;Arial&quot;,sans-serif;\"><span style=\"font-size:11.0pt;line-height:105%;\">Founded in 1999, Homecare Homebase, a subsidiary of Hearst Corporation is a market leader in </span></span><span style=\"background-color:white;color:black;font-family:&quot;Arial&quot;,sans-serif;\"><span style=\"font-size:11.0pt;line-height:105%;\">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.&nbsp; Our software enables real time solutions for wireless information exchange and communication between office staff, field staff, and physicians.&nbsp;</span></span></p><p style=\"background-color:white;line-height:105%;margin-bottom:6.0pt;\"><span style=\"background-color:white;color:black;font-family:&quot;Arial&quot;,sans-serif;\"><span style=\"font-size:11.0pt;line-height:105%;\">Our success is fueled by our talented teams that are driven by their passion to make a difference in patient care.&nbsp; Our employees work in a culture that is guided by&nbsp;</span></span><span style=\"color:black;font-family:&quot;Arial&quot;,sans-serif;\"><span style=\"font-size:11.0pt;line-height:105%;\"><strong>CARES</strong> values: Care, Act, Respect, Excel, and Smile</span></span><span style=\"background-color:white;color:black;font-family:&quot;Arial&quot;,sans-serif;\"><span style=\"font-size:11.0pt;line-height:105%;\"> (a positive attitude).&nbsp; 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.&nbsp; We are hiring team members who want to make a difference.&nbsp;</span></span></p><p style=\"background-color:white;line-height:105%;margin-bottom:6.0pt;\">&nbsp;</p><h1 style=\"line-height:105%;margin:6.0pt 0in;\"><span style=\"color:windowtext;font-family:&quot;Arial&quot;,sans-serif;\"><span style=\"font-size:11.0pt;line-height:105%;\"><strong>What You Can Expect from Us&nbsp;</strong></span></span></h1><p style=\"line-height:105%;\"><span style=\"font-family:&quot;Arial&quot;,sans-serif;\"><span style=\"font-size:11.0pt;line-height:105%;\">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.&nbsp;</span></span></p><p style=\"line-height:105%;\">&nbsp;</p><p style=\"line-height:105%;margin-left:.25in;\"><span style=\"font-family:&quot;Arial&quot;,sans-serif;\"><span style=\"font-size:11.0pt;line-height:105%;\"><strong>Our Team Members Also Enjoy</strong></span></span></p><p style=\"line-height:105%;\">&nbsp;</p><p style=\"line-height:105%;margin-left:.25in;\"><span style=\"font-family:&quot;Arial&quot;,sans-serif;\"><span style=\"font-size:11.0pt;line-height:105%;\"><strong>Meaningful work.</strong> 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.&nbsp;</span></span></p><p style=\"line-height:105%;margin-left:.25in;\">&nbsp;</p><p style=\"line-height:105%;margin-left:.25in;\"><span style=\"font-family:&quot;Arial&quot;,sans-serif;\"><span style=\"font-size:11.0pt;line-height:105%;\"><strong>Leaders who care.</strong> 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.&nbsp;</span></span></p><p style=\"line-height:105%;margin-left:.25in;\">&nbsp;</p><p style=\"line-height:105%;margin-left:.25in;\"><span style=\"font-family:&quot;Arial&quot;,sans-serif;\"><span style=\"font-size:11.0pt;line-height:105%;\"><strong>Flexibility.</strong> 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.</span></span></p><p style=\"line-height:105%;margin-left:.25in;\">&nbsp;</p><p style=\"line-height:105%;margin-left:.25in;\"><span style=\"font-family:&quot;Arial&quot;,sans-serif;\"><span style=\"font-size:11.0pt;line-height:105%;\"><strong>A company that gives back.</strong> Every year, Homecare Homebase proudly supports numerous charitable fundraising initiatives that align with our mission of empowering exceptional care and helping others in need.</span></span></p><p style=\"line-height:105%;\">&nbsp;</p><p style=\"line-height:105%;\"><span style=\"font-family:&quot;Arial&quot;,sans-serif;\"><span style=\"font-size:11.0pt;line-height:105%;\"><strong>Sound like a good fit? We’d love to hear from you.</strong></span></span></p><p style=\"line-height:105%;\">&nbsp;</p><p><span style=\"font-family:&quot;Helvetica Neue&quot;;\"><span style=\"font-size:10.0pt;\"><strong>This position does not provide sponsorship.</strong>&nbsp; All applicants should either be US Citizens or Permanent Residents eligible to work in the US without immigration restrictions.</span></span></p>",
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