ITSM Workflow Engineer

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ITSM Workflow Engineer

nnnnNHL Team Jobs - Manager

nnnnNew York xc2xb7 NY xc2xb7 Hybrid

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Technical/Engineering xc2xb7 Computer Information Systems xc2xb7 Network Administration/Services

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$140,000 - $160,000 / year

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0

1

day ago

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ABOUT THE NATIONAL HOCKEY LEAGUE

Founded in 1917, the National Hockey League (NHLxc2xae) is the premier professional ice hockey league in the world and is one of the major professional sports leagues in the United States and Canada. xc2xa0

With more than 1500 employees across the US and Canada, the NHL is a global sports and entertainment organization committed to building healthy and vibrant communities using the sport of hockey.xc2xa0 At the NHL, we are looking for dynamic, energetic and impactful individuals who are committed to doing the same by sharing in our philosophy that Hockey is for Everyone.

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WHAT WE EXPECT OF YOU

SUMMARY

We are seeking a highly skilled ITSM Workflow Engineer to build and continuously optimize our IT service management operations on the ServiceNow platform. This is not a ticket-queue administration role. This is an engineering position for someone who treats every ITSM workflow as a product, every manual touchpoint as a defect, and every AI capability as a force multiplier for operational excellence.

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The successful candidate will have deep, hands-on expertise across ServiceNow's core ITSM modules and will lead the organization's initiative to embed intelligent automation and AI-powered capabilities into the fabric of how IT services are delivered, monitored, and improved. You will collaborate directly with infrastructure, security, legal, and business operations teams to ensure workflows are not only efficient but also compliant, auditable, and secure.

ESSENTIAL DUTIES AND RESPONSIBILITIESxc2xa0

Workflow Engineering & Automation

• Build, and maintain end-to-end ITSM workflows across Incident, Problem, Change, Request, and Asset management domains in ServiceNow
• Eliminate manual touchpoints through intelligent automation: automated routing, enrichment, escalation, and resolution workflows that operate with minimal human intervention
• Build and maintain a library of reusable workflow components, integration connectors, and automation templates to accelerate delivery velocity
• Conduct regular workflow audits to identify automation gaps, redundancies, and performance bottlenecks, producing a prioritized improvement backlog

AI Integration & Intelligent Operations

• Deploy and operate AI-powered triage systems using ServiceNow Predictive Intelligence, Now Assist, and external LLM APIs to automate incident classification, routing, and first-level resolution
• Design agentic automation workflows that coordinate multi-step actions across tools (ServiceNow, monitoring platforms, cloud consoles) to resolve defined incident classes autonomously
• Build predictive analytics pipelines to surface SLA breach risk, recurring problem patterns, and capacity signals before they become operational issues
• Evaluate and pilot emerging AI capabilities on the ServiceNow platform, delivering structured assessments of ROI, risk, and implementation readiness
• Partner with the legal and security teams to ensure all AI capabilities deployed on the platform comply with organizational AI governance policies and applicable regulations

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Platform Governance & Quality

• Enforce ServiceNow development standards: peer review processes, coding standards, documentation requirements, and update set governance across the platform team
• Maintain CI/CD pipeline discipline for platform changes, including automated testing via ATF, staged promotion, and rollback procedures
• Maintain the configuration management database (CMDB) quality program, ensuring CI accuracy, relationship completeness, and automated reconciliation processes are operating correctly
• Produce operational dashboards and executive-facing reporting on key ITSM metrics: MTTR, first-contact resolution, SLA compliance, automation rate, and AI deflection rates

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Stakeholder Partnership & Enablement

• Act as the internal subject matter expert on ServiceNow capabilities, ITIL best practices, and applied AI in IT operations, advising leadership on platform roadmap priorities
• Collaborate cross-functionally with infrastructure, security, legal, and business operations to translate operational requirements into automated workflow solutions
• Develop training materials and runbooks that enable IT staff and end users to adopt new automation capabilities and self-service tools effectively
• Represent the ITSM platform in vendor discussions with ServiceNow, participating in early access programs and maintaining awareness of upcoming platform capabilities

QUALIFICATIONS

Knowledge Areas/Experience

Required

• 5xe2x80x938 years of hands-on experience in ITSM, IT operations, or enterprise service management roles
• 3+ years of production-level ServiceNow development and administration experience
• Demonstrated experience delivering workflow automation projects that measurably reduced manual effort or improved SLA performance
• Experience deploying agentic AI systems xe2x80x94 multi-step autonomous workflows, tool-use chains, or RAG pipelines xe2x80x94 in production enterprise environments
• Experience with ServiceNow Now Assist configuration, GenAI controller setup, or integration with external LLMs (OpenAI, Anthropic, Azure OpenAI)
• Working knowledge of observability platforms and their integration with ServiceNow event management workflows
• Demonstrated hands-on experience across the following Core ITSM Modules: Incident Management, Problem Management, Change Management, Request Management, Asset & CMDB, Knowledge Managementxc2xa0

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Experience with Platform Development & Configuration

• Flow Designer and Process Automation Designer: build no-code and low-code workflow automations across ITSM modules with conditional branching, approvals, and SLA timers
• ServiceNow Scripting: write Business Rules, Script Includes, Client Scripts, UI Actions, and Scheduled Jobs using JavaScript/Glide API to extend platform capabilities
• IntegrationHub & Spoke Development: configure and build custom spokes for third-party integrations (Azure, AWS, Entra, Slack, monitoring tools)
• Service Portal & Agent Workspace: customize portal experiences, agent workspaces, and mobile views to improve end-user and technician efficiency
• Automated Test Framework (ATF): build and maintain automated regression test suites to validate workflow integrity across platform upgrades
• Update Sets & DevOps Pipeline: manage configuration promotion across Dev / Test / Production instances using ServiceNow DevOps or equivalent pipeline tooling

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ServiceNow AI & Now Assist Capabilities

• Now Assist for ITSM: configure and tune generative AI features including incident summarization, resolution notes generation, and agent-facing AI recommendations
• Predictive Intelligence: train and deploy classification and similarity models for intelligent incident routing, SLA breach prediction, and category auto-assignment
• Virtual Agent: design and deploy conversational AI workflows for self-service incident creation, password resets, and service request intake via the Now Platform chatbot framework
• ITSM Generative AI Workspace: implement AI-assisted agent workspaces that surface contextual knowledge, similar incidents, and suggested resolutions in real time
• AI Search: configure semantic search across the Knowledge Base and Service Catalog to improve deflection rates and reduce repeat incidents

xc2xa0Education/Certifications

• Bachelor's degree in Computer Science, Information Systems, or equivalent practical experience
• Required certifications: ITIL 4 Foundation, ServiceNow CSAxc2xa0
• Preferred certifications: ServiceNow CIS-ITSM, ServiceNow CADxc2xa0

Technical Skills

• Hands-on proficiency in Service Now (Flow Designer, Scripting, IntegrationHub)
• Proficiency with JavaScript/Glide APIxc2xa0
• Proficiency with REST GraphQL API integration
• Working knowledge of AI/ML: LLM APIs, Predictive Intelligence, Now Assistxc2xa0 xc2xa0 xc2xa0 xc2xa0 xc2xa0 xc2xa0xc2xa0
• Proficiency with CMDB design and data quality managementxc2xa0 xc2xa0 xc2xa0 xc2xa0 xc2xa0 xc2xa0 xc2xa0xc2xa0
• Proficiency with ITSM analytics: ServiceNow Performance Analytics or BI tools
• Familiarity with CI/CD practices for platform configuration xc2xa0
• Familiarity with Python or PowerShell for automation scripts

CORE COMPETENCIES

These core competencies reflect the underlying values that are necessary to represent the National Hockey League:

• Accountability
• Adaptabilityxc2xa0 xc2xa0 xc2xa0 xc2xa0 xc2xa0 xc2xa0 xc2xa0 xc2xa0
• Communicationxc2xa0 xc2xa0 xc2xa0 xc2xa0 xc2xa0 xc2xa0 xc2xa0
• Critical Thinking
• Inclusion
• Professionalism
• Teamwork & Collaboration

The NHL offers U.S. regular, full-time employees:xc2xa0

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Time to Recharge: Utilize our generous Paid Time Off (PTO) to focus on your well-being and ensure a healthy work/life balance.xc2xa0 PTO includes paid holidays, vacation, personal and sick days, plus an extra day off for your birthday.

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Ability to Focus on your Health: Along with competitive salaries, the NHL offers comprehensive health benefits to employees and their eligible dependents effective on their first day with us xe2x80x93 there is no waiting period.xc2xa0 The NHL subsidizes a large portion of the health benefits costs, therefore your cost for medical, dental and vision coverage is minimal.xc2xa0 xc2xa0

We also offer our employees and members of their household access to our Employee Assistance Program (EAP) to support mental, physical, and financial health.xc2xa0 In addition, employees have access to a digital wellness resource designed to improve health and happiness through courses in sleep, movement, and focus. These services are confidential and at no-cost to our employees. xc2xa0

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Childcare Leave: Because your family is the NHL family, employees are offered comprehensive Childcare Leave to welcome your new addition. The primary caregiver to the child is entitled to up to 12 weeks of paid Childcare Leave, at full pay, following the birth, adoption, or placement of a child.

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Employees that are not the primary caregiver to the child are entitled to up to 6 weeks of paid Childcare Leave, at full pay, which must be taken within the first 6 months following the birth, adoption, or placement of a child.

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Confidence in your Retirement Goals: Participate in the NHLxe2x80x99s Savings Plan which includes a 401K (pre-tax and Roth options) plus non-elective (employer) contributions to keep your retirement goals on track.

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A Hybrid Work Schedule: The NHL recognizes the value of flexibility in work locations/schedules to help our employees balance work/life priorities.xc2xa0 Hybrid work schedules are available for a majority of our roles. xc2xa0

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Our New Headquarters: Our new, state of the art, offices are located at One Manhattan West in Hudson Yards.xc2xa0 When youxe2x80x99re in the office, you can conduct meetings in one of our high-tech conference rooms, have lunch with a view or play in the game room. Employees can also enjoy New Yorkxe2x80x99s newest neighborhood that is home to more than 100 shops, culinary experiences, and public artwork.

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A Savings for Commuting: Participate in the NHLxe2x80x99s pre-tax commuter benefit plan which helps offset the financial cost of traveling to and from our office.

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NHL Partner Rates: Unlock exclusive pricing from our Partners that include savings on travel, consumer goods and services, plus the NHL Store.

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Life at the NHL: In your first few days, you meet with your new teammates and the HR Team. You have the opportunity to learn more about the NHL and our workplace culture.xc2xa0 Employees are invited to play hockey during our Tuesday Night Skate at Chelsea Piers, join our Employee Resource Groups and more. You are a part of our team and we encourage you to be your authentic self, adding to our dynamic workplace culture.

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SALARY RANGE:

xc2xa0$140-160K

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Actual base pay for a successful candidate will be determined based on a variety of job-related factors, including but not limited to: experience/training, market demands, and geographic location.

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When applying, please be sure to include a cover letter with your salary expectations for this role.xc2xa0 We thank all applicants for their interest in this opportunity, however only qualified candidates selected for an interview will be contacted.xc2xa0 NO EMAILS OR PHONE CALLS PLEASE.

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We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.

Job Questions:

• This position will be based in our New York City Office. Are you willing and able to commute to our office for this position?

• If you are not currently living in the tri-state area, are you willing and able to relocate at your own expense for this position?

• Do you have the legal right to work in the United States?

• Will you now or in the future require visa sponsorship to continue work in the United States?

• What are your salary expectations for this role? (NOTE: We are NOT asking for your current salary or salary history)

• How did you hear about this position? Where did you first see this role posted?

• Do you have 5-8 years of experience in ITSM, IT Operations, or enterprise service management roles? If so, briefly summarize your experience.

• Do you have prior experience with ServiceNowxe2x80x99s core ITSM modules? If so, briefly summarize your experience.

• On a scale of 1-5, where 5 is the highest, how would you rate your knowledge of observability platforms and their integration with ServiceNow event management workflows?

• On a scale of 1-5, where 5 is the highest, how would you rate your general knowledge of IT Service Management (ITSM) best practices?

Apply Now

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