Lead ServiceNow platform engineering to design, implement, and optimize AI-enabled automation across ITSM and related modules. Drive platform roadmap, governance, licensing cost optimization, and stakeholder alignment while mentoring engineers and ensuring secure, scalable, maintainable ServiceNow solutions.
Job Summary
We are seeking an experienced ServiceNow Engineer to drive platform enhancements, AI adoption, and strategic evolution of the ServiceNow platform across the enterprise. This role will focus on leveraging AI driven capabilities (e.g., automation, predictive intelligence, virtual agents, and generative AI features) while ensuring the platform remains scalable, cost optimized, and aligned with enterprise objectives.
The ideal candidate combines deep ServiceNow technical expertise with the ability to roadmap platform direction, guide architectural decisions, and optimize licensing and operational costs—while enabling measurable business outcomes.
Key Responsibilities
ServiceNow Platform Engineering & Enhancement
- Design, build, and enhance ServiceNow solutions across ITSM and related modules with a focus on automation and AI enabled capabilities
- Lead technical implementation of platform features that improve efficiency, user experience, and service quality
- Ensure platform configurations follow best practices for scalability, maintainability, and performance
- Act as a senior technical authority for complex platform design and troubleshooting
AI Enablement & Intelligent Automation
- Drive adoption of ServiceNow AI capabilities, such as predictive intelligence, virtual agents, conversational experiences, and intelligent automation
- Identify opportunities to embed AI into workflows, service delivery, and operational processes
- Partner with stakeholders to translate business needs into AI enabled ServiceNow use cases
- Ensure AI features are deployed responsibly, securely, and aligned with governance expectations
Platform Roadmap & Strategic Direction
- Own and maintain the ServiceNow platform roadmap, aligning technical enhancements with enterprise priorities and business outcomes
- Evaluate new ServiceNow features and releases to determine value, readiness, and adoption strategy
- Provide clear technical guidance on platform evolution, deprecations, and modernization opportunities
- Influence stakeholders on long term platform strategy, including expansion into additional modules or capabilities
Cost Optimization & Licensing Efficiency
- Develop a strong understanding of ServiceNow licensing models and SKU entitlements
- Partner with leadership, procurement, and finance to ensure cost effective use of platform capabilities
- Identify opportunities to reduce cost through consolidation, automation, configuration optimization, and feature rationalization
- Balance innovation and expansion with fiscal responsibility and licensing efficiency in an enterprise environment
Governance, Standards & Collaboration
- Establish and maintain platform standards, guardrails, and governance practices
- Ensure platform changes meet security, compliance, and audit requirements
- Collaborate with architects, product owners, and business leaders to ensure consistent and aligned implementations
- Mentor junior engineers and contribute to a culture of engineering excellence
JOB QUALIFICATIONS
Required Education
Bachelor's Degree.
Required Experience
5-7years of of experience in ServiceNow engineering or platform administration
- Strong hands on experience with ServiceNow ITSM and core platform capabilities
- Experience driving platform enhancements that leverage AI or intelligent automation
- Demonstrated ability to define and execute a ServiceNow platform roadmap
- Experience managing ServiceNow in a large, complex enterprise environment
- Strong understanding of platform design, performance, and operational best practices
Preferred Qualifications
- Experience with ServiceNow AI features, virtual agents, or predictive intelligence
- Familiarity with additional ServiceNow modules (ITOM, CSM, HRSD, etc.)
- Experience in regulated industries (healthcare, insurance, finance, public sector)
- Prior ownership of platform cost optimization or licensing strategy
- Experience partnering with executive and senior leadership on platform direction
To all current Molina employees: If you are interested in applying for this position, please apply through the intranet job listing.
Molina Healthcare offers a competitive benefits and compensation package. Molina Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V.
Similar Jobs
49 Minutes Ago
Fintech
Owns strategy, governance, and execution of knowledge content across Intercom, NICE CXone Expert, and Guru. Sets taxonomy, style, and lifecycle standards; drafts, edits, and publishes articles; manages SME and compliance reviews; runs platform syncs and bot gap reviews; tracks content performance and readiness for product and policy launches; and builds the case to scale the team and transition execution to a dedicated Content Specialist.
Top Skills:
Ai-Assisted Customer Service ToolsChatbotsConfluenceGuruIntercom Knowledge HubNice Cxone ExpertVirtual AgentsZendesk
Fintech
Own monitoring, testing, and tuning of Inspira's AI virtual agent to improve resolution, deflection, and CSAT. Analyze conversation transcripts and performance data, run A/B and regression tests, adjust retrieval/configuration and intents, partner with Content and IT to fix knowledge gaps, maintain performance dashboards, lead root-cause analysis, and support go-lives for new bot capabilities.
Top Skills:
A/B TestingAi Virtual Agent PlatformsCx Analytics (CsatFin VoiceIntercomKnowledge Base SystemsNpsPrompt EngineeringResolution/Deflection Metrics)Retrieval-Augmented Generation (Rag)
Fintech
Lead a regional account management organization for enterprise benefits clients, acting as executive sponsor and trusted advisor. Oversee and develop a team of Account Executives, drive retention, revenue growth, cross-sell, renewals, and QBRs, provide strategic consulting on CDH programs, and collaborate with product, implementation, and client success teams to deliver best-in-class service.
Top Skills:
ExcelMicrosoft PowerpointMicrosoft WordSalesforce CRM
What you need to know about the NYC Tech Scene
As the undisputed financial capital of the world, New York City is an epicenter of startup funding activity. The city has a thriving fintech scene and is a major player in verticals ranging from AI to biotech, cybersecurity and digital media. It also has universities like NYU, Columbia and Cornell Tech attracting students and researchers from across the globe, providing the ecosystem with a constant influx of world-class talent. And its East Coast location and three international airports make it a perfect spot for European companies establishing a foothold in the United States.
Key Facts About NYC Tech
- Number of Tech Workers: 549,200; 6% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Capgemini, Bloomberg, IBM, Spotify
- Key Industries: Artificial intelligence, Fintech
- Funding Landscape: $25.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Greycroft, Thrive Capital, Union Square Ventures, FirstMark Capital, Tiger Global Management, Tribeca Venture Partners, Insight Partners, Two Sigma Ventures
- Research Centers and Universities: Columbia University, New York University, Fordham University, CUNY, AI Now Institute, Flatiron Institute, C.N. Yang Institute for Theoretical Physics, NASA Space Radiation Laboratory
