Director of Workflow Engineering

Director of Workflow Engineering

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.

About the Role

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
  

About You

You're a fit for the role of Director of Workflow Engineering if your background includes:

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
  

Certifications

• 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

#LI-LP2

What's in it For You?

• 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. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

In the United States, Thomson Reuters offers a 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. These benefits meet or exceeds the requirements of paid time off in accordance with any applicable state or municipal laws. Finally, Thomson Reuters offers the following additional benefits: 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. Thomson Reuters complies with local laws that require upfront disclosure of the expected pay range for a position. The base compensation range varies across locations. Eligible office location(s) for this role include one or more of the following: New York City, San Francisco, Los Angeles, and/or Irvine, CA; McLean, VA; Washington, DC. The base compensation range for the role in any of those locations is $183,100 USD - $340,000 USD. For any eligible US locations, unless otherwise noted, the base compensation range for this role is $158,900 USD - $295,100 USD. Base pay is positioned within the range based on several factors including an individual's knowledge, skills and experience with consideration given to internal equity. Base pay is one part of a comprehensive Total Reward program which also includes flexible and supportive benefits and other wellbeing programs. This role may also be eligible for an Annual Bonus based on a combination of enterprise and individual performance.

About Us

Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.

We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.

As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.

Thomson Reuters makes reasonable accommodations for applicants with disabilities, including veterans with disabilities, and for sincerely held religious beliefs in accordance with applicable law. If you reside in the United States and require an accommodation in the recruiting process, you may contact our Human Resources Department View email address on click.appcast.io. Disability accommodations in the recruiting process may include things like a sign language interpreter, making interview rooms accessible, providing assistive technology, or other relevant accommodations. Please note this email is not intended for general recruitment questions and we will promptly respond to inquiries regarding accommodations. More information on requesting an accommodation here.

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More information about Thomson Reuters can be found on thomsonreuters.com