Hearst Health · 20 hours ago
Operations AI Transformation Engineer - ServiceNow
Dallas, TX
Full-time
Hybrid
Mid Level
3+ years expHearst Health is a market leader in healthcare software development, providing mobile cloud-based solutions for clinical, operational, and financial improvement of home care. The AI Transformation Engineer will enable automation and AI-driven capabilities across the organization by designing and implementing intelligent workflows and integrations with ServiceNow.
Responsibilities
Design, build, and operate the internal agentic AI platform that connects ServiceNow AI Control Tower / Now Assist to MCP ‑ based tools and cross ‑ platform agents
Implement and maintain MCP servers (tools) and clients: define JSON Schemas, enforce RBAC/least privilege; manage secrets, timeouts, retries, and streaming responses
Expose and catalog enterprise tools (e.g., ticketing, code, chat, knowledge, workflow) via MCP; build adapters and connectors with clear SLAs and versioning
Wire ServiceNow agents to call MCP tools through the agent fabric/bridge and apply Control Tower policies (guardrails, HITL, audit, regional data routing)
Develop and troubleshoot Integration Hub spokes / Flow Designer actions to orchestrate governed tool calls and automate common service flows
Implement observability and cost/performance telemetry for agent/tool calls; own dashboards, alerts, and runbooks; meet availability and latency SLOs
Harden against agentic risks (prompt injection, data exfiltration, cross ‑ agent escalation) using allow ‑ lists, supervised execution for privileged actions, and policy enforcement
Partner with security, platform, and product teams to define paved ‑ road patterns, reusable templates, and documentation for internal adopters
Contribute to backlog grooming, technical design reviews, and iterative delivery; champion testing strategies for tools and agent behaviors
Collaborate with Operations teams to design, develop, and implement enhancements and new capabilities across the ServiceNow platform, ensuring alignment with business needs and ServiceNow best practices
Own end-to-end stewardship of the Customer Experience Portal (CEP) within ServiceNow, including feature enhancements, UI/UX improvements, customizations, performance optimization, and oversight of platform upgrades
Integrate automation across APIs and agentic AI platforms, contributing to high-quality, scalable, and maintainable solutions
Support the definition and enforcement of architectural standards, governance processes, and technical guardrails related to AI and automation
Manage and optimize AI skills, usage, and performance through the AI Control Tower, ensuring reliable and compliant operation
Qualification
Required
3+ years ServiceNow development, including hands ‑ on work with Integration Hub / Flow Designer / Automation Engine/ Workflow Data Fabric, as well as Service Catalog best practices, and (ideally) Service Graph Connectors, such as Ansible
Practical experience building or operating MCP (Model Context Protocol) clients/servers or analogous tool frameworks (e.g., OpenAI function calling, LangChain tools, Semantic Kernel connectors)
Ability to design JSON Schemas for tool inputs/outputs; strong API integration skills (REST, OAuth, webhooks), and secure secrets/config management
Working knowledge of ServiceNow AI Control Tower concepts (governance, guardrails/HITL, observability) and connecting agents to external tools in a governed manner
Proficiency in AI prompt engineering for code, application, and portal development
Advanced abilities with one or more programming languages, aside from JavaScript, typically used for integration/platform work (e.g., TypeScript/Node.js, Python)
Excellent communication and collaboration skills; comfort supporting internal product teams as platform customers
Three or more ServiceNow UI Builder or integration projects (please provide samples); experience with UI Builder, HTML/CSS/JavaScript, Jelly, Bootstrap, AngularJS, React, or legacy ServiceNow CMS
Experience designing mobile or portal experiences on ServiceNow; analytics/reporting using modern visualization within the platform
Database design and data modeling fundamentals; ITSM implementation exposure on ServiceNow
ServiceNow certifications (e.g., CSA, CAD, Implementation Specialist) or equivalent demonstrable expertise
Preferred
Familiarity with Guided Setup, Virtual Agent Builder, and conversational intelligence capabilities
Knowledge of ServiceNow Fluent and SDK is a plus
Experience with ServiceNow Now Assist for Creator and/or ServiceNow IDE & SDK for AI ‑ enabled development
Benefits
Competitive pay
Robust benefits
Professional development opportunities
Flexibility
A company that gives back
Company
Hearst Health
The mission of Hearst Health is to guide healthcare organizations by delivering essential intelligence and software that improve the quality, safety and efficiency of care.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Denielle G. deWynter
Chief Financial Officer & SVP
Company data provided by crunchbase