Senior ServiceNow AI Engineer

Coursera s IT Department is responsible for the corporate tools and technology that are required for the company to operate efficiently and effectively. We are a growing IT department that plays an integral role in the company s ability to perform its day-to-day tasks. While supporting an ever-growing number of users with top-tier tools and applications, our IT team is always aiming to achieve the highest goals and produce the best experience possible for our end users.

Coursera is looking for a capable, motivated ServiceNow AI Engineer who will work with the IT team to deliver impactful and innovative Agentic AI solutions on the ServiceNow platform. This individual contributor will be strong in ServiceNow integrations and skilled at architecting and applying intelligent AI solutions to workflows and automation. They must possess high motivation in learning innovative solutions. Experience with ServiceNow portals, workspaces, and Generative AI is a strong plus. In addition to ServiceNow, this role will also contribute to IT automation initiatives leveraging technologies such as Workato, Workday, Okta, and Slack. As part of a growing IT team, you will work in different areas, establish development best practices, and help create more efficient and effective methods to support the business. This role will have a special focus on ServiceNow architecture, integrations, and AI-driven automation to assess, implement, and maintain new services.

At Coursera, IT is an extremely collaborative environment and it is important that new colleagues bring that same level of collaboration and teamwork into the organization to help us to grow and share knowledge amongst the team. When combining team members curiosity with cross-collaboration and experience/expertise we are able to create a strong team environment. We are looking for another team member who shares a drive to focus in IT Operations, Intelligent Automation, and IT Security to help in key areas.

Responsibilities:

• Perform hands-on configuration and customization of the ServiceNow platform to support business processes across ITSM, ITAM, CMDB, HRSD, SPM, S2P, Legal, Employee Center, and Performance Analytics, with a focus on AI-readiness and leveraging tools like Document Intelligence.
• Design and deliver advanced ServiceNow integrations (IntegrationHub, REST/SOAP APIs, MID Servers, event-driven patterns) and architect Agentic AI solutions to enhance workflow automation, including building AI Agents in AI Studio and integrating Generative AI with Flow Designer.
• Develop and enhance ServiceNow portals and workspaces, embedding intelligent features such as AI Search configuration and Now Assist in Virtual Agent (VA), to provide modern, intuitive employee-facing experiences.
• Oversee day-to-day platform administration, including user management, access control, workflows, data integrity, and adherence to security and development standards across all AI and core platform components.
• Conduct thorough testing, quality assurance, and documentation of ServiceNow enhancements, updates, and AI-driven solutions, while ensuring quality and accuracy through effective Prompt Engineering and sharing best practices with stakeholders.
• Partner with IT and business teams to identify opportunities for platform growth, operational improvements, and intelligent automation that scale with Coursera s needs, specifically focusing on expanding the conversational interface integration with Slack.

Basic Qualifications:

• 4+ years of experience in ServiceNow administration and platform development.
• Proven track record of designing and delivering solutions for major ServiceNow implementations.
• 2+ years of experience in architecting and implementing complex integrations (REST/SOAP, IntegrationHub) with external and internal systems.
• 1+ years of experience in the hands-on application and deployment of Agentic AI concepts or frameworks for workflow automation or intelligent service delivery.
• Expert-level knowledge of platform security (ACLs, BRs, Scripts), data modeling (CMDB), and a strong command of object-oriented Javascript within the ServiceNow ecosystem.
• ServiceNow certifications related to System Administration, ITSM, ITAM, SPM, HRSD, GRC, and Performance Analytics.

Preferred Qualifications:

• Experience developing and deploying ServiceNow portals and workspaces (plus), with familiarity in agentic AI frameworks and enterprise automation tools.
• Background in IaaS, PaaS, iPaaS, and SaaS integrations.
• ServiceNow certifications related to System Administration, ITSM, ITAM, SPM, HRSD, GRC, and Performance Analytics.
• A degree or equivalent experience, preferably in Information Technology, with experience in providing training or documenting training guides for non-technical users.

If this opportunity interests you, you might like these courses on Coursera:

• Agentic AI Specialization
• Javascript, jQuery, and JSON