The Flow Designer / Automation Engineer is responsible for designing and implementing automated workflows that operationalize service-aware processes across the platform. This role converts operational procedures, governance requirements, and service intelligence into structured, executable workflows that drive consistent, reliable outcomes. The Flow Designer / Automation Engineer focuses on how work is executed-ensuring that processes are automated, standardized, and aligned to service-aware principles.
Workflow Design & Automation Development
- Design, build, and maintain workflows using Flow Designer and related automation capabilities
- Develop reusable flows, subflows, and actions for enterprise-scale use cases
- Ensure workflows are modular, maintainable, and aligned to platform standards
Process Automation & Translation
- Translate business and operational processes into automated workflows
- Eliminate manual coordination by automating decision points and execution steps
- Align workflows to service dependencies and operational realities
Governance Automation & Policy Enforcement
- Embed governance rules and approval models into workflow logic
- Prevent incomplete, non-compliant, or unauthorized actions
- Enforce service ownership, lifecycle, and control requirements through automation
Change & Incident Workflow Enablement
- Build workflows supporting change lifecycle, including validation, approvals, and execution gating
- Enable incident routing, triage, and enrichment workflows
- Use service context for accurate execution and routing decisions
Automation Reliability & Error Handling
- Design workflows with error handling, retry, and fallback logic
- Ensure automation is resilient and safe for production use
- Define and document failure conditions and recovery approaches
Automation Optimization & Continuous Improvement
- Monitor workflow performance and execution outcomes
- Improve workflows to reduce cycle time and eliminate inefficiencies
- Standardize automation patterns for reuse and consistency
Basic Qualifications:
- 5+ years' experience designing and implementing workflows in ServiceNow Flow Designer or similar platforms.
- Strong understanding of workflow orchestration and process automation principles.
- Experience translating business requirements into automated solutions.
- Proven ability to build scalable and reliable automation in enterprise environments.
- Must be onsite at the client in one of the following locations: Raleigh, NC; Charlotte, NC; Wilson, NC; Richmond, VA; or Atlanta, GA
Peferred:
- Bachelor's Degree preferred
- Experience supporting service-centric or Service-Aware operating models.
- Familiarity with governance automation and policy-as-code concepts.
- Experience with ITSM processes such as change and incident management.
- Background in regulated or complex enterprise environments.
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