Company Overview

Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people’s lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity. Using Docusign’s Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).

What you'll do

The ServiceNow AI Automation Engineer is key in leveraging artificial intelligence to enhance our IT service management and IT asset management processes, driving efficiency and accuracy across the organization. They will be responsible for designing, developing, and deploying AI-driven automations within the ServiceNow Platform, ensuring data integrity, and contributing to the evolution of our IT operations.

This position is an individual contributor role reporting to the Director, ITSM Strategy.

Responsibility

• Design, develop, and implement AI-powered automation solutions within the ServiceNow platform for ITSM and ITAM processes
• Automate key aspects of the asset lifecycle, from procurement to disposal, ensuring accuracy and efficiency
• Utilize AI frameworks and tools such as crew.ai, Cursor, and GitHub Copilot to streamline development and enhance automation capabilities
• Develop and implement strategies for generating robust test cases using AI agents to validate automation workflows and ensure system reliability
• Ensure the accuracy and integrity of ITAM data within ServiceNow and other integrated systems
• Collaborate with cross-functional teams to identify automation opportunities and translate business requirements into technical solutions
• Maintain and optimize existing ServiceNow ITSM and ITAM modules, including continuous improvement of automation scripts and workflows
• Provide expertise and guidance on best practices for CMDB management, ensuring its accuracy and its role as a foundational element for AI automations
• Stay current with emerging AI technologies and ServiceNow capabilities, recommending and implementing innovative solutions
• Document technical designs, processes, and configurations for knowledge transfer and maintenance

Job Designation

Hybrid: Employee divides their time between in-office and remote work. Access to an office location is required. (Frequency: Minimum 2 days per week; may vary by team but will be weekly in-office expectation)

Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position's job designation depending on business needs and as permitted by local law.

What you bring

Basic

• Bachelor's degree in Computer Science, Information Technology, or a related field
• 5+ years of experience in ServiceNow development and administration, with a focus on ITSM and ITAM modules
• Strong understanding of IT Asset Management (ITAM) principles, including both Hardware Asset Management (HAM) and Software Asset Management (SAM)
• In-depth knowledge of the entire IT asset lifecycle
• Proven experience in designing and implementing automation solutions within ServiceNow
• Familiarity with AI frameworks and tools such as crew.ai, Cursor, and GitHub Copilot
• Experience with AI agent-based test case generation and automated testing methodologies
• Demonstrated commitment to data accuracy and integrity in ITAM environments
• Strong understanding of CMDB (Configuration Management Database) principles and best practices
• Proficiency in JavaScript, GlideScript, and other relevant ServiceNow scripting languages

Preferred

• Experience with machine learning concepts and their application in IT operations
• Understanding of data integration techniques between ServiceNow and other enterprise systems
• Experience in a large, complex enterprise environment
• Strong interpersonal skills with the ability to communicate technical concepts to non-technical stakeholders
• ServiceNow Certified System Administrator (CSA) certification
• ITIL certification
• Excellent problem-solving, analytical, and communication skills
• Ability to work independently and as part of a collaborative team

Life at Docusign

Working here

Docusign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what’s right, every day. At Docusign, everything is equal.

We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you’ll be loved by us, our customers, and the world in which we live.

Accommodation

Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at accommodations@docusign.com.

If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at taops@docusign.com for assistance.

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