Job Description

At EY, we’re all in to shape your future with confidence.

We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go.

Join EY and help to build a better working world.

Senior ServiceNow Developer - AI and Digital Innovation

Role Purpose:

The ServiceNow AI / Agent Engineer is responsible for building AI-enabled agent capabilities that automate analysis, verification, document generation, and review, and integrating them cleanly into ServiceNow workflows.

This role focuses on agent design, tool/subflow creation, evaluation, regression, and quality, rather than generic data science or model research.

Key Responsibilities

AI Agent Build & Integration

• Build AI agents (or agent-like services) that perform:

orule codification

oanomaly detection and analysis

overification and reconciliation

odocument generation

odocument review and issue highlighting

• Implement agents as callable tools/components that can be invoked from

ServiceNow workflows.

• Ensure clear, structured inputs/outputs suitable for workflow orchestration.

ServiceNow Integration

• Integrate agents into ServiceNow using:

oFlow Designer subflows
oREST integrations

ostructured payloads

• Write outputs back to ServiceNow case records and evidence stores.
• Work closely with Workflow Engineers to define invocation points and error

handling.

Evaluation, Regression & Hardening:

• Design and maintain agent evaluation packs

orepresentative test inputs
oexpected outcomes

• Execute regression testing during hardening sprints to ensure:

oconsistency

ono quality degradation across releases

• Tune prompts/tools and logic based on SME feedback and test outcomes.
  Quality, Controls & Compliance
• Ensure agents operate within defined guardrails:

ono uncontrolled side effects

oexplainable outputs where required

• Support control-heavy use cases (e.g., reconciliation, review packs).
• Assist in producing evidence required for audit, validation, and regulatory review.

Required Technical Skills (Must Have)

• Experience building AI-enabled functionality that integrates into enterprise

workflows

• Strong understanding of:

oAPI-based service integration
ostructured inputs/outputs

oerror handling and retries

• Hands-on experience with:

oPython / similar backend language

oprompt or rule-based logic

oevaluation and test harness design.

Required ServiceNow Knowledge:

• Familiarity with:
• ServiceNow Flow Designer integration patterns
• Subflows and callable actions
• ServiceNow data structures for writing/reading outputs

• Experience integrating external services into ServiceNow (preferred, not

necessarily certified).

Desirable / Nice-to-Have Skills

• Experience with agentic AI patterns (tool-calling, structured workflows,

evaluation).

• Exposure to enterprise document generation/review use cases.
• Familiarity with Snowflake-based data consumption (reading curated data

marts).

• Experience working in regulated industries (Finance, Tax, Risk, Compliance).

Experience & Profile:

• 3+ years software/AI engineering experience.
• Comfortable working in a delivery-focused AI implementation (not pure

research).

• Strong collaboration skills with workflow engineers and SMEs.
• Quality-driven mindset with comfort in gated releases and regression cycles.

EY | Building a better working world

EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.

Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow.

EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.