Sr. Servicenow Automation Engineer

Location: Bengaluru, India

Department: Engineering

Work Mode: Hybrid

About the Role

Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people’s lives. With intelligent agreement management, Docusign unleashes business-critical data trapped inside of documents. Using Docusign’s Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM). As a Sr. ServiceNow Automation Engineer, you will play a pivotal role in leveraging artificial intelligence to supercharge our IT service management (ITSM) and IT asset management (ITAM) processes, driving efficiency, accuracy, and innovation across our global operations. This individual contributor role reports to the Director, ITSM Strategy, and focuses on designing, developing, and deploying AI-driven automations within the ServiceNow Platform to support our e-signature and CLM ecosystem. In this role, you will automate the full IT asset lifecycle—from procurement to disposal—while integrating AI tools like crew.ai, Cursor, and GitHub Copilot to streamline development and testing. You will ensure data integrity in ITAM environments, optimize CMDB as the foundation for AI automations, and collaborate with cross-functional teams to translate business needs into scalable solutions. By generating AI agent-based test cases and maintaining ITSM/ITAM modules, you will contribute to DocuSign's culture of rapid innovation, enabling our platform to handle billions of agreements with unparalleled reliability and speed. This hybrid position requires a minimum of 2 days per week in-office, with flexibility to balance remote work. DocuSign is committed to an inclusive culture where everyone has equal opportunity to succeed, innovate, and make the world more agreeable. Join us to harness AI in ServiceNow, transform IT operations, and be part of a team that's redefining agreement management worldwide.

Key Responsibilities

• Design, develop, and implement AI-powered automation solutions within the ServiceNow platform for ITSM and ITAM processes to support DocuSign's intelligent agreement management platform
• Automate key aspects of the IT asset lifecycle, from procurement to disposal, ensuring accuracy, efficiency, and alignment with e-signature and CLM workflows
• Utilize AI frameworks and tools such as crew.ai, Cursor, and GitHub Copilot to streamline development and enhance automation capabilities for rapid innovation
• Develop and implement strategies for generating robust test cases using AI agents to validate automation workflows and ensure system reliability in high-volume agreement processing environments
• Ensure the accuracy and integrity of ITAM data within ServiceNow and integrated systems, maintaining data quality for DocuSign's global operations
• Collaborate with cross-functional teams to identify automation opportunities and translate business requirements into technical solutions that drive operational efficiency
• Maintain and optimize existing ServiceNow ITSM and ITAM modules, including continuous improvement of automation scripts and workflows
• Provide expertise and guidance on best practices for CMDB management, ensuring its accuracy as a foundational element for AI automations in DocuSign's ecosystem
• Stay current with emerging AI technologies and ServiceNow capabilities, recommending and implementing innovative solutions to enhance e-signature and agreement management processes
• Document technical designs, processes, and configurations for knowledge transfer, maintenance, and scalability across DocuSign's innovative culture

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field
• 5+ years of experience in ServiceNow development and administration, with a focus on ITSM and ITAM modules
• Strong understanding of IT Asset Management (ITAM) principles, including Hardware Asset Management (HAM) and Software Asset Management (SAM)
• In-depth knowledge of the entire IT asset lifecycle from procurement to disposal
• Proven experience in designing and implementing automation solutions within ServiceNow
• Familiarity with AI frameworks and tools such as crew.ai, Cursor, and GitHub Copilot
• Experience with AI agent-based test case generation and automated testing methodologies
• Proficiency in JavaScript, GlideScript, and other relevant ServiceNow scripting languages

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA) certification
• ITIL certification
• Experience with machine learning concepts and their application in IT operations
• Understanding of data integration techniques between ServiceNow and other enterprise systems
• Experience in a large, complex enterprise environment
• Strong interpersonal skills with the ability to communicate technical concepts to non-technical stakeholders

Required Skills

• ServiceNow development and administration
• ITSM and ITAM module expertise
• ITAM principles (HAM and SAM)
• IT asset lifecycle management
• AI frameworks (crew.ai, Cursor, GitHub Copilot)
• AI agent-based test case generation
• JavaScript and GlideScript proficiency
• CMDB principles and best practices
• Automated testing methodologies
• Data accuracy and integrity management
• Problem-solving and analytical skills
• Cross-functional collaboration
• Technical communication to non-technical stakeholders
• Independent and team-oriented work style
• Machine learning concepts (preferred)
• Data integration techniques
• Enterprise environment experience

Benefits

• Competitive salary and equity in a high-growth SaaS leader
• Comprehensive health, dental, and vision insurance
• 401(k) matching and employee stock purchase program
• Unlimited PTO and flexible hybrid work model
• Professional development stipend and tuition reimbursement
• Wellness programs including gym memberships and mental health support
• Parental leave and family planning benefits
• Volunteer time off and charitable matching
• DocuSign swag, team events, and global offsites

DocuSign is an Equal Opportunity Employer.