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ESM Platforms Engineering Manager
JLL
Chicago, USA
Full-time
Manager · 6+ years experience
Onsite
USD 225000-280000 / year
Discovered 1 months ago
Full Job Posting
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 JLL 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 JLL 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.
- 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
- This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.
- Expected compensation for this position:
- 225,000.00 – 280,000.00 USD per year
- Final compensation packages are determined by various considerations including but not limited to candidate qualifications, location, market conditions, and internal considerations.
- On-site –Chicago, IL, San Francisco, CA
- If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements. We’re interested in getting to know you and what you bring to the table!
- Personalized benefits that support personal well-being and growth:
- JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health. Some of these benefits include:
- 401(k) plan with matching company contributions
- Comprehensive Medical, Dental & Vision Care
- Paid parental leave at 100% of salary
- Paid Time Off and Company Holidays
- Early access to earned wages through Daily Pay
- At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.
- JLL Privacy Notice
- Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.
- For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.
- For additional details please see our career site pages for each country.
- For candidates in the United States, please see a full copy of our Equal Employment Opportunity policy here.
- Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may email us at [email protected]. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.
- Pursuant to the Arizona Civil Rights Act, criminal convictions are not an absolute bar to employment.
- Pursuant to Illinois Law, applicants are not obligated to disclose sealed or expunged records of conviction or arrest.
- Pursuant to Columbia, SC ordinance, this position is subject to a background check for any convictions directly related to its duties and responsibilities. Only job-related convictions will be considered and will not automatically disqualify the candidate.
- California Residents only
- If you are a California resident as defined in the California Consumer Privacy Act (CCPA) please view our Supplemental Privacy Statement which describes your rights and disclosures about your personal information. If you are viewing this on a mobile device you may want to view the CCPA version on a larger device.
- Pursuant to the Los Angeles Fair Chance Initiative for Hiring Ordinance, JLL will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.
- Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
- Accepting applications on an ongoing basis until candidate identified.
Location:
- On-site –Chicago, IL, San Francisco, CA
- If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements. We’re interested in getting to know you and what you bring to the table!
- Personalized benefits that support personal well-being and growth:
- JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health. Some of these benefits include:
- 401(k) plan with matching company contributions
- Comprehensive Medical, Dental & Vision Care
- Paid parental leave at 100% of salary
- Paid Time Off and Company Holidays
- Early access to earned wages through Daily Pay
- At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.
- JLL Privacy Notice
- Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.
- For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.
- For additional details please see our career site pages for each country.
- For candidates in the United States, please see a full copy of our Equal Employment Opportunity policy here.
- Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may email us at [email protected]. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.
- Pursuant to the Arizona Civil Rights Act, criminal convictions are not an absolute bar to employment.
- Pursuant to Illinois Law, applicants are not obligated to disclose sealed or expunged records of conviction or arrest.
- Pursuant to Columbia, SC ordinance, this position is subject to a background check for any convictions directly related to its duties and responsibilities. Only job-related convictions will be considered and will not automatically disqualify the candidate.
- California Residents only
- If you are a California resident as defined in the California Consumer Privacy Act (CCPA) please view our Supplemental Privacy Statement which describes your rights and disclosures about your personal information. If you are viewing this on a mobile device you may want to view the CCPA version on a larger device.
- Pursuant to the Los Angeles Fair Chance Initiative for Hiring Ordinance, JLL will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.
- Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
- Accepting applications on an ongoing basis until candidate identified.
Preferred Qualifications
- Familiarity with AI governance frameworks (e.g., NIST AI Risk Management Framework, ISO/IEC 42001) — preferred
About JLL
Real Estate113200 employees
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