Intermediate ServiceNow Platform Engineer: AI and Automation

About the role

Old Mutual is hiring an Intermediate ServiceNow Platform Engineer focused on AI and automation, based in Gauteng and the Western Cape. The engineer designs, configures, tests, deploys and supports AI-enabled and automated capabilities on the ServiceNow platform, working under the direction of the ServiceNow Technical Lead and with process owners, Service Operations, Security, Risk and business stakeholders. The role covers integrations with Microsoft Copilot and Microsoft 365, and applies responsible AI and platform engineering controls.

Key responsibilities

• Build, configure and test Now Assist skills, Virtual Agent topics, AI agents and agentic workflows, and tune summarisation, knowledge generation and resolution-note use cases.
• Develop flows, subflows, Integration Hub actions, APIs and Microsoft integration components, using REST, SOAP, OAuth and JSON.
• Maintain automated test coverage, run regression testing and follow application lifecycle, source control and deployment practices.
• Monitor performance, troubleshoot defects and incidents, and maintain runbooks, logging, monitoring and alerting.
• Implement AI guardrails, privacy controls, role-based access and human-in-the-loop controls, and support AI Control Tower and governance reporting.
• Track adoption, costs and benefits, and feed technical feasibility and risk into use-case prioritisation.

Required profile

• At least three years of hands-on ServiceNow platform engineering, development or administration experience.
• Practical experience in at least two of: Now Assist or other generative AI, Virtual Agent, AI Agent Studio, Flow Designer, Integration Hub, Microsoft Copilot, Copilot Studio or Microsoft 365 integration.
• Demonstrated delivery of at least one AI, automation, self-service or workflow use case from design to controlled production deployment.
• Experience with JavaScript, Glide APIs, tables, access controls, business rules, client scripts, script includes and application promotion.
• Experience with formal change, security, privacy and release-management controls.
• Diploma, degree or equivalent technical experience; ServiceNow Certified System Administrator or commitment to obtain it.

Required skills

• JavaScript, Glide API, ServiceNow tables, business rules, client scripts and script includes
• Integration Hub, REST and SOAP APIs, OAuth and JSON
• Now Assist, Virtual Agent, AI Agent Studio, Flow Designer
• Preferred: ServiceNow Certified Application Developer, Microsoft Azure AI Fundamentals (AI-102), Copilot Studio or Power Platform certification, ITIL 4 Foundation