Senior ServiceNow AI Engineer (AI)

TL;DR

Senior ServiceNow AI Engineer (ServiceNow/AI): Designing and delivering intelligent infrastructure automation and proactive IT operations across the ServiceNow platform with an accent on ITSM and ITOM. Focus on building virtual agent solutions, predictive capabilities, and optimizing automation workflows to reduce manual effort and accelerate incident resolution.

Location: Remote within the UK, requires quarterly in-person visits to Liverpool/Knowsley

Company

A Fortune 500 live social shopping company operating six leading retail brands.

What you will do

• Design and optimize intelligent automation capabilities across the ServiceNow platform, specifically for ITSM and ITOM.
• Lead the development of infrastructure solutions to improve operational efficiency and accelerate incident resolution.
• Build and enhance automation workflows, integrations, and platform capabilities using Flow Designer and Playbooks.
• Develop virtual agent solutions and predictive capabilities to support proactive service management via Service Operations Workspace.
• Partner with cross-functional teams to shape platform strategy and embed an automation-first mindset in operations.

Requirements

• Strong knowledge of ServiceNow AI tools: Virtual Agent, Predictive Intelligence, AI Search, and Now Assist.
• Significant experience in ServiceNow engineering, including expertise in ITSM, ITOM, and Flow Designer.
• Proven experience building infrastructure solutions using APIs and UI Builder.
• Excellent stakeholder management and problem-solving skills.
• Experience working in complex enterprise environments.
• Must be based in the UK and able to travel for quarterly in-person meetings.

Culture & Benefits

• Competitive compensation and paid time off.
• Employee assistance program and parental leave.
• Paid volunteer hours and company discounts.
• Inclusive environment with a Disability Confident Scheme (Level 3 accredited).