Senior ServiceNow Engineer

Credit Acceptance is proud to be an award-winning company recognized both locally and nationally across multiple workplace categories. Our world-class culture is shaped by dedicated team members who are driven to succeed as professionals individually and together as a team. Backed by a strong product, exceptional people, and a stable financial foundation, we’ve grown into a leading provider of used and new car financing across the country.

• This position will work from home; occasional planned travel to an assigned Southfield, Michigan office location may be required.  However, this position is permitted to work at a Southfield, Michigan office location if requested by the team member.
• Engineer AI-powered self-service. Use ServiceNow conversational experiences, knowledge, workflows, and agent capabilities, applying deterministic automation where appropriate and bounded AI reasoning where it adds value.
• Find friction and simplify before automating. Partner with product owners, service teams, and business stakeholders to prioritize opportunities. Eliminate unnecessary steps and favor platform-native capabilities over customization.
• Engineer trusted enterprise context for AI. Improve knowledge quality with service owners and implement permissions-aware retrieval grounded in catalog, CMDB, and service data.
• Evaluate and govern AI before release. Define evaluation scenarios and release criteria covering response accuracy, grounding, task completion, and unsafe actions. Test changes to prompts, models, tools, and knowledge before release. Build in human approval for sensitive actions, audit trails, and the ability to suspend faulty automation.
• Create reusable, trustworthy capabilities. Build reusable actions, subflows, and agent tools that serve multiple business processes. Expose governed ServiceNow services through APIs. Design secure integrations with defined contracts, validation, retries, and rollback.
• Protect access and sensitive data. Configure least-privilege roles, integration identities, and secrets management. Support access reviews, , and audit evidence with process owners and Security. Preserve required approvals and segregation of duties.
• Measure productivity outcomes. Establish a baseline with business owners, then measure cycle time, manual steps removed, hours released, adoption, and rework. Distinguish capacity released from realized savings, and account for ongoing support and tool costs.
• Operate and release dependable capabilities. Own production reliability for platform capabilities and integrations. Use logs , alerts, and root-cause analysis to reduce recurring failures. Monitor task completion, self-service resolution, and latency. Automate regression testing, maintain source control, and document runbooks. Participate in the on-call rotation.
• Raise engineering quality and enable adoption. Provide technical leadership through design reviews, code reviews, and mentoring. Evaluate relevant ServiceNow releases and AI capabilities, and recommend roadmap improvements based on business value. Use approved AI tools in engineering and review generated output. Provide user guidance and knowledge transfer.

• Bachelor's degree in Computer Science, Information Systems, or a closely related field, or equivalent work experience.
• 6+ years of enterprise software or platform engineering experience, including substantial hands-on ServiceNow experience across workflow automation, data models, access controls, JavaScript, platform APIs, and integrations.
• Demonstrated experience delivering enterprise self-service, conversational AI, intelligent automation, or agent-based solutions, with measurable adoption.
• Practical expertise in the Software Development Life Cycle (SDLC) and Agent Development Life Cycle (ADLC), including Agile/SCRUM practices, testing, release management and DevOps practices.
• Experience building secure, compliant cloud-based applications, including access controls and sensitive data handling; familiarity with standards such as SOC 2.  Experience providing technical leadership and mentoring to other engineers.

• Hands-on experience with ServiceNow Employee Center, Virtual Agent, Now Assist, AI Agents, Flow Designer, or Integration Hub, and App Engine. Depth in self-service capabilities is more valuable than exposure to every module.
• Experience with ITSM, knowledge management, service catalog design, and CMDB data quality or service mapping. HRSD, ITAM, SPM, and ITOM experience is beneficial when relevant to the business use case.
• Experience exposing enterprise actions to external AI assistants or agents through governed APIs or approved standards such as Model Context Protocol (MCP), and implementing AI evaluation datasets, production feedback loops, ServiceNow Automated Test Framework, deployment automation, or responsible AI lifecycle controls.
• Relevant ServiceNow certifications, such as Certified Application Developer or Certified System Administrator, supported by practical delivery experience.

• Problem Solving: Diagnose and debug complex systems, including failed AI responses and actions.
• AI Quality and Oversight: Working knowledge of AI grounding and retrieval, evaluation methods, human oversight, and agent permissions.
• Business Partnership: Clarify problems, explain tradeoffs, and deliver usable solutions with measurable outcomes.
• Communication: Explain complex technical information, verbally and in writing, to all levels, including senior leadership.
• Influence and Leadership: Mentor engineers, challenge the status quo, and influence stakeholders toward innovative solutions.
• Emerging Technology: Understand AI, agentic systems, AIOps, and automation, and embed continuous learning and experimentation into day-to-day engineering.

• Customer Empathy: Customer Empathy is the ability to understand the perspectives, pain points, and experiences of customers. It involves actively putting oneself in the customer’s shoes, comprehending their needs and challenges, and using that understanding to provide a better, more customer-centric experience.
• Engineering Excellence: Engineering Excellence is about bringing great craftsmanship and thought leadership to deliver an outstanding product that delights customers and solves for the business. This involves the pursuit and achievement of high standards, best practices, innovation, and superior solutions.
• One Team: A One Team mindset refers to a collaborative approach across the organization, where individuals work together seamlessly, without boundaries, as a single, cohesive team. Shared goals, open communication and mutual support create a sense of collective purpose. This enables teams to navigate challenges and pursue shared objectives more effectively.
• Owner’s Mindset: Owner’s Mindset involves adopting a set of behaviors that reflect a sense of responsibility, accountability, strategic thinking, and a proactive approach to managing your domain. As an owner, you understand the business and your domain(s) deeply and solve for the right outcome for the domain(s) and the business.

To be successful in this role, Team Members need to be:

• Positive by maintaining resiliency and focusing on solutions
• Respectful by collaborating and actively listening
• Insightful by cultivating innovation, accumulating business and role specific knowledge, demonstrating self-awareness and making quality decisions
• Direct by effectively communicating and conveying courage
• Earnest by taking accountability, applying feedback and effectively planning and priority setting

• Remain compliant with our policies processes and legal guidelines
• All other duties as assigned
• Attendance as required by department