Director of Workflow Engineering

Thomson Reuters • Frisco, TX

1d • Hybrid

About The Position

Ready to architect AI-native workflows that power global operations at Thomson Reuters? At Thomson Reuters, we build technology that helps professionals pursue justice, truth, and transparency. As part of our continued evolution toward AI-enabled and automation-first operations, we are expanding our Service Management engineering leadership. We are seeking a Director of Workflow Engineering to lead the engineering function responsible for building, optimizing, and scaling operational workflows and automation on the ServiceNow platform. This role plays a critical part in enabling real-time operational execution, connecting AI recommendations to action, and ensuring our service management platform supports a modern, AI-native operating model across global products and services. In this opportunity as Director of Workflow Engineering, you will: Own the architectural direction, development standards, and engineering practices for ServiceNow workflows across Incident, Change, Problem, Request, and related modules Design, develop, and scale operational workflows, platform logic, and configurations that support enterprise service management and real-time operations Implement and govern Now Platform capabilities, including AI-powered features such as Predictive Intelligence and NowAssist Build and maintain automation and orchestration patterns that integrate with AI-driven runbooks and intelligent operations capabilities Embed agentic and multi-step automations into workflows to enable faster, safer, and more consistent operational execution Develop and maintain integrations between ServiceNow and monitoring platforms, cloud providers, CI/CD pipelines, CMDB discovery inputs, and event or correlation engines Own the workflow engineering roadmap, prioritizing initiatives that reduce manual toil, increase automation, enable AI orchestration, and accelerate operational outcomes

Requirements

• ServiceNow Architecture & Development Expert-level experience in ServiceNow architecture, workflow design, development, and platform governance
• Proven ability to own and evolve platform architecture while balancing out-of-the-box capabilities with differentiated operational needs
• Strong understanding of SDLC discipline, including sub-production testing, release management, change controls, and rollback readiness
• Workflow Engineering & Automation Demonstrated experience designing and scaling automation within operational environments
• Ability to engineer workflows that support real-time execution requirements, including those needed by global command or operations centers
• Experience ensuring automation and AI-triggered actions operate within well-designed safety guardrails
• Integration Engineering Strong integration engineering background, including APIs, webhooks, event-driven architectures, monitoring platforms, cloud services, and telemetry ingestion
• Experience enabling seamless data flow between monitoring, topology, and workflow execution systems
• Platform Governance, Risk & Compliance Experience establishing and enforcing development standards, quality controls, and platform governance
• Ability to ensure workflows, integrations, and platform changes comply with ITSM policies, process governance, and internal controls
• Strong focus on operational safety, auditability, approvals, and risk management embedded directly into workflows
• Cross-Functional Leadership & Adoption Proven leadership of engineering or platform teams within ITSM, operations, or enterprise technology environments
• Strong stakeholder management skills and the ability to collaborate across operations, data, governance, engineering, and AI teams
• Ability to evangelize platform capabilities, drive adoption of automation-first practices, and enable consistent use of ServiceNow across teams

Nice To Haves

• ServiceNow certifications strongly preferred
• Additional certifications, such as ITIL, cloud platforms (AWS, Azure), or automation-related credentials, are beneficial
• Passion for technology, continuous learning, and building high-performing teams

Responsibilities

• Own the architectural direction, development standards, and engineering practices for ServiceNow workflows across Incident, Change, Problem, Request, and related modules
• Design, develop, and scale operational workflows, platform logic, and configurations that support enterprise service management and real-time operations
• Implement and govern Now Platform capabilities, including AI-powered features such as Predictive Intelligence and NowAssist
• Build and maintain automation and orchestration patterns that integrate with AI-driven runbooks and intelligent operations capabilities
• Embed agentic and multi-step automations into workflows to enable faster, safer, and more consistent operational execution
• Develop and maintain integrations between ServiceNow and monitoring platforms, cloud providers, CI/CD pipelines, CMDB discovery inputs, and event or correlation engines
• Own the workflow engineering roadmap, prioritizing initiatives that reduce manual toil, increase automation, enable AI orchestration, and accelerate operational outcomes

Benefits

• Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.
• Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.
• Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
• Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
• Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.
• Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
• Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency.
• comprehensive benefits package to our employees. Our benefit package includes market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match. In addition, Thomson Reuters offers market leading work life benefits with competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave.
• optional hospital, accident and sickness insurance paid 100% by the employee; optional life and AD&D insurance paid 100% by the employee; Flexible Spending and Health Savings Accounts; fitness reimbursement; access to Employee Assistance Program; Group Legal Identity Theft Protection benefit paid 100% by employee; access to 529 Plan; commuter benefits; Adoption & Surrogacy Assistance; Tuition Reimbursement; and access to Employee Stock Purchase Plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed