Director of Workflow Engineering

Responsibilities: Lead and mentor the engineering team that designs, builds, and runs automation and orchestration for global service operations Own technical architecture, development standards, and engineering practices for operational workflows on ServiceNow and related tooling Shift mindset from automating existing processes to AI-first redesigns while applying traditional automation where appropriate Replace ticket-driven processes with reliable, scalable workflows across the service lifecycle Incorporate AI into production operations (predictive models, assisted experiences, agentic automation) with built-in approvals, rollback, and observability Build and own integrations enabling automation: monitoring/observability platforms, CI/CD pipelines, configuration and discovery data, cloud services, and event correlation engines Define the engineering roadmap and measure success; evaluate build-vs-buy options for new capabilities Establish governance, safety, auditability, and rollback in workflows

Key requirements: 12+ years in technology with 7+ years leading engineering or platform teams (ServiceNow or IT Service Management) Ability to set architecture and development standards with credible technical background Strong build-vs-buy judgement ServiceNow, ITSM & AI platform expertise Deep ITIL fluency with automation track record Strong ServiceNow architecture, workflow design, and platform governance experience Familiar with Now Platform AI (Predictive Intelligence, Now Assist) and agentic automation Experience in automation and integration engineering across multiple tooling Event-driven engineering across APIs, webhooks, monitoring/observability platforms, cloud services, telemetry Proficiency in CI/CD and deployment automation with embedded readiness controls strong written and verbal communication leadership and team-building judgement and governance ServiceNow ITSM Now Platform AI (Predictive Intelligence, Now Assist)