About the Role

ABOUT THE NATIONAL HOCKEY LEAGUE
Founded in 1917, the National Hockey League (NHL®) 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.

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. 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.

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.

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 RESPONSIBILITIES

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

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

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

5–8 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 — multi-step autonomous workflows, tool-use chains, or RAG pipelines — 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 Management

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

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

Education/Certifications

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

Technical Skills

Hands-on proficiency in Service Now (Flow Designer, Scripting, IntegrationHub)
Proficiency with JavaScript/Glide API
Proficiency with REST GraphQL API integration
Working knowledge of AI/ML: LLM APIs, Predictive Intelligence, Now Assist
Proficiency with CMDB design and data quality management
Proficiency with ITSM analytics: ServiceNow Performance Analytics or BI tools
Familiarity with CI/CD practices for platform configuration
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
Adaptability
Communication
Critical Thinking
Inclusion
Professionalism
Teamwork & Collaboration

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

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

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 – there is no waiting period. The NHL subsidizes a large portion of the health benefits costs, therefore your cost for medical, dental and vision coverage is minimal.

We also offer our employees and members of their household access to our Employee Assistance Program (EAP) to support mental, physical, and financial health. 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.

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.

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.

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

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

Our New Headquarters: Our new, state of the art, offices are located at One Manhattan West in Hudson Yards. When you’re 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 York’s newest neighborhood that is home to more than 100 shops, culinary experiences, and public artwork.

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

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

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. 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.

SALARY RANGE:

$140-160K

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.

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

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.

ITSM Workflow Engineer

About the Role

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