Senior ServiceNow AI Engineer

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

POSITION SUMMARY

CVS Health is seeking a ServiceNow AI Engineer, a platform engineering role responsible for enabling, scaling, and operating enterprise AI capabilities across the ServiceNow platform. This role focuses on Now Assist and Moveworks integration, delivering secure, governed, and reusable AI services that can be consumed consistently across HRSD, ITSM, ITOM, and broader ESM domains.

Operating within the ServiceNow Platform Engineering organization, this role emphasizes configuration‑first AI enablement, standardized patterns, and guardrails—ensuring AI solutions are scalable, measurable, and aligned with enterprise security, privacy, and governance standards.

Role Scope & Operating Model

• Scope: Platform‑wide (shared AI services across all ServiceNow products)

• Model: Central Platform Engineering (not embedded in a single product team)

• Primary AI Capabilities: Now Assist Skills, Now Assist Agents, Now Assist Agentic Workflows, Moveworks Agent to Agent Integration, AI Control Tower, Now Assist for Creator

• Engineering Approach: Configuration‑first, with selective scripting and integration development as needed

• Success Metrics (Examples)

• Adoption and enablement of Now Assist and Moveworks across ServiceNow domains

• Reduction in manual handling time through AI assistance

• Self‑service containment and deflection improvements

• Stability and upgrade safety of AI configurations

• Compliance with AI governance and audit requirements

What we expect of you

1) Enterprise AI Enablement (Now Assist & Moveworks)

• Configure, deploy, and operate Now Assist capabilities (Skills, Agents, Agentic Workflows, Agent to Agent Integration, AI Control Tower, Now Assist for Creator).

• Integrate and align Moveworks with ServiceNow experiences, ensuring seamless handoff, consistent intents, and enterprise‑approved patterns.

• Develop within platform‑level AI standards for enterprise re-use and scalability.

• Support Citizen Developer model for AI Enablement.

• Support ESM SDLC process (Development, Testing, Code Migration, Deployment)

2) Platform Architecture & Reusable Patterns

• Design and maintain reusable AI configurations, including Skills and Agents.

• Define reference architectures for common use cases across AI configurations.

• Ensure AI solutions align with ServiceNow platform architecture, performance expectations, and upgrade compatibility.

3) Configuration‑First Engineering with Selective Scripting

• Leverage out‑of‑the‑box and configurable AI features wherever possible to maximize maintainability and upgrade safety.

• Use scripting and custom logic only when required to extend capabilities, integrate systems, or enforce enterprise guardrails.

• Build and maintain integrations using Integration Hub, APIs, and event‑driven patterns to support AI‑initiated actions.

4) Responsible AI, Security, and Governance

• Responsible AI Governance to ensure:

  • Appropriate data access boundaries

  • Role‑based controls and logging

  • Human‑in‑the‑loop and escalation patterns

• Support architecture reviews, AI technical governance boards, and risk assessments for AI features.

• Document AI designs, data sources, and controls to support audit and compliance requirements.

5) Measurement, Optimization, and Observability

• Support the definition of and monitoring of platform‑level AI KPIs.

• Continuously tune prompts, intents, and configurations based on usage data and outcomes.

• Partner with product teams to validate AI value realization across domains.

6) Platform Operations & Lifecycle Management

• Establish operational runbooks for AI capabilities, including monitoring, incident response, and problem management.

• Manage AI feature lifecycle across environments (lower → production), including testing, releases, and upgrades.

• Evaluate new ServiceNow AI features and vendor enhancements, providing recommendations for platform adoption.

REQUIRED QUALIFICATIONS

• 5+ years of ServiceNow platform engineering or development experience.

• 3+ years of experience in ServiceNow configuration, security model, data structures, scripting and integration patterns.

• 3+ years of experience working in a central platform or shared services model.

• At least 1+ years of experience enabling Now Assist or AI‑assisted ServiceNow capabilities in production.

• At least 1+ years of experience in translating enterprise AI strategy into practical, governed platform capabilities.

PREFERRED QUALIFICATIONS

• Experience integrating or operating Moveworks with ServiceNow.

• Experience with knowledge management, service catalog design, and intent modeling.

• Familiarity with AI governance, privacy, and enterprise risk management concepts.

• Experience supporting multiple ServiceNow domains (HRSD, ITSM, ITOM, ESM).

• Technical Skills

• ServiceNow: Now Assist (all capabilities), Flow Designer, IntegrationHub, Performance Analytics, Advanced Scripting

• AI Enablement: prompt configuration, intent/topic modeling, fallback and escalation design, evaluation metrics

• Integration: REST APIs, OAuth, data mapping, event‑based workflows

• Engineering Practices: configuration management, CI/CD awareness, documentation, upgrade readiness.

• Certifications

• ServiceNow Certified System Administrator (CSA)

• ServiceNow Application Developer

• ServiceNow Implementation Specialist (any major domain)

• ServiceNow AI‑related credentials (where available)

• Enterprise AI governance or cloud AI fundamentals training

• Key Partnerships

• Platform Architecture & Engineering

• Product Owners across HRSD, ITSM, ITOM, ESM

• Security, Risk, and Compliance

• AI Technical Governance / Architecture Review Boards

• Service Operations & Knowledge Management

EDUCATION

Bachelor’s degree from accredited university or equivalent work experience (HS diploma + 4 years relevant experience).

BUSINESS OVERVIEW

Bring your heart to CVS Health Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.  Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.  We strive to promote and sustain a culture of diversity, inclusion and belonging every day.  CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.  We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.

Anticipated Weekly Hours

Time Type

Pay Range

The typical pay range for this role is:

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls.  The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.  This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. 
 

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.

Additional details about available benefits are provided during the application process and on Benefits Moments.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.