ITSM Engineering Manager

Description

Enterprise Service Management (ESM) team is hiring an ITSM Engineering Manager to lead the engineering teams responsible for the three platforms that power intelligent automation and virtual-agent capability: Moveworks enterprise virtual agent / reasoning-engine platform), ServiceNow ITSM system of record, including its native AI Agent Studio, AI Agent Orchestrator, and Now Assist capabilities), and general agentic AI development on other internal platforms. This role sits within the ITSM Platform & Automation function and is accountable for both hands-on engineering delivery and the people leadership of a blended team of direct employees and managed-service / staff-augmentation contractors.

The mandate goes beyond keeping the lights on. This manager is expected to help transform ESM from a traditional IT support function into a value-providing capability for one that supports modern application development teams, not only IT operations, and that uses AI and agentic AI to widen who can participate in, and benefit from, enterprise service management. That means designing and shipping agents, integrations, and self-service capability that make ESM's data, workflows, and services consumable by other engineering and business teams, not just the service desk.

Three qualification pillars were requested for this hire and are reflected in every section below: (1) strong, hands-on automation and software-engineering skill including coding ability for web applications and AI agent development; (2) deep ITSM/ITIL expertise at large-enterprise scale, paired with a proven, demonstrable record of using AI and agentic AI to modernize IT Service Management; and (3) critical thinking the judgment to apply industry frameworks, standards, and vendor claims appropriately to business rather than adopting them by rote.

Key Responsibilities

Own end-to-end engineering delivery across three platforms: Moveworks (virtual-agent / reasoning-engine configuration, skill and workflow development, and enterprise search integration), ServiceNow (platform engineering, Flow Designer / Integration Hub development, and native AI Agent Studio, AI Agent Orchestrator, and Now Assist capability), and general agentic AI development on other internal platforms.

Design, build, and ship custom AI agents and multi-agent orchestration that automate ITSM and adjacent enterprise workflows, applying guardrails, human-in-the-loop controls, and audit logging appropriate to each use case's risk.

Lead and develop a blended engineering team of direct employees and staff-augmentation contractors, holding both groups to one engineering standard for code quality, testing, documentation, and delivery practice regardless of employment type.

Manage day-to-day team operations sprint/iteration planning, code review, technical mentorship, hiring, and performance management for direct reports while partnering with Vendor & Service Excellence governance on contractor performance, staffing changes, and statement-of-work scope.

Identify and build the automation and AI capabilities that let modern application development teams not only traditional IT operations consume ESM services (self-service provisioning, developer-facing agents, API-first integrations), advancing ESM's shift from a support function toward a value-providing platform for the business.

Evaluate vendor and platform capability claims with a critical eye distinguishing genuine agentic reasoning from rules-based automation marketed as agentic to guide build-vs-buy and platform-investment decisions.

Partner with the ServiceNow Platform Lead, Intelligent Automation Lead, Change Enablement Process Owner, and other ESM process owners to ensure automation and AI development stays aligned with change, release, and configuration-management governance.

Establish and maintain engineering practices SDLC, CI/CD, source control, automated testing, and technical documentation appropriate for ITSM and agentic AI development, and apply them consistently across the in-house and contractor workforce.

Report engineering roadmap progress, automation coverage, deflection / self-service metrics, and platform health to ESM leadership, and represent engineering considerations in ESM governance forums (e.g., the Platform Release Board).

Required Experience & Certifications

Professional Experience & Skills

8+ years of progressive software / platform engineering experience, including full-stack or backend web application development (e.g., JavaScript/TypeScript, Python, or equivalent), API design, and integration engineering, with 3+ years in a technical leadership or engineering management role overseeing other engineers.

Hands-on experience building and extending AI agents and multi-agent orchestration using frameworks such as LangChain, LangGraph, CrewAI, AutoGen, or platform-native equivalents (e.g., ServiceNow AI Agent Studio, Moveworks Agent Studio / Developer Hub) including LLM integration, prompt engineering, and retrieval-augmented generation.

Direct, hands-on ServiceNow development experience (Flow Designer, Integration Hub, scripting, and ideally AI Agent Studio / Now Assist configuration) and direct experience configuring or extending a virtual-agent / conversational-AI platform such as Moveworks.

6+ years of ITSM experience in a large, matrixed enterprise, with working fluency in ITIL 4 practices (Incident, Problem, Change Enablement, Request Fulfillment) and a demonstrable, hands-on track record of using AI or agentic AI to modernize an ITSM function not just piloting a proof of concept.

Demonstrated critical thinking and judgment applying ITSM, software-engineering, and AI-governance frameworks and standards pragmatically to real business constraints, rather than applying vendor or framework guidance by rote.

Experience managing a blended team that includes both direct employees and staff-augmentation / managed-service contractors, with the ability to set one engineering bar for both and to partner with vendor governance on contractor performance.

Strong stakeholder management and communication skills, comfortable operating across ESM process owners, application development teams, and business stakeholders.

Skills

ITILv4, CSA, CAD, moveworks

Top Skills Details

ITILv4

Additional Skills & Qualifications

Vision Alignment: This is a critical, high-priority role and is considered the most crucial and expensive of the four. The manager will be a blend of a Solutions Architect and a Project Manager, leading two platform teams (Moveworks and ServiceNow) to guide solutioning and ensure technical decisions align with strategic business objectives. This role is key to vision of modernizing workflows with AI. There is a lot of focus around learning and development in this role and ensuring teams can effectively use AI.

Technical Skills: The ideal candidate will have a strong technical with experience in end-to-end automation, ideally with agentic AI. A deep understanding of AI (awareness of building agents and knowledge around AWS Bedrock), its non-deterministic nature, and the behavior of bots, LLMs, and agents is essential. Experience with the Moveworks AI platform (specifically building agents) and the ServiceNow platform is also required.

Role Level: This is a managerial role at the Director or Director level. The individual will lead two teams of approximately 10 people each, for a total of about 20 direct reports, many of whom will be contractors. Both the Moveworks and ServiceNow teams each have a Product Manager who will help with backlog prioritization and must foster great working relationship among these teams.

Certifications

ITIL 4 Foundation required

ITIL 4 Specialist or Managing Professional preferred

ServiceNow Certified System Administrator (CSA), Certified Application Developer (CAD), or Certified Implementation Specialist ITSM preferred

Moveworks platform certification (where available) or equivalent vendor-issued credential preferred

Cloud platform certification (AWS, Azure, or Google Cloud) preferred

Relevant AI/ML or generative-AI engineering credential preferred

Familiarity with AI governance frameworks (e.g., NIST AI Risk Management Framework, ISO/IEC 42001) preferred

Experience Level

Expert Level

Job Type & Location

This is a Permanent position based out of Chicago, IL.

Pay and Benefits

The pay range for this position is $230000.00 - $2650000.00/yr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

TBD, need this information from JLL

Workplace Type

This is a hybrid position in Chicago,IL.

Application Deadline

This position is anticipated to close on Oct 16, 2026.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

Were a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. Were a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.