Staff Software Engineer
ServiceNow6 hours ago
Hyderābād, IndiaStaff+
Responsibilities
- Build and operate agentic AI-native capabilities across ITSM processes, including intent interpretation, reasoning, tool invocation, routing, classification, knowledge assistance, and remediation orchestration.
- Design autonomous workflows with appropriate human checkpoints, exception handling, retries, and hand-back mechanisms.
- Author and maintain versioned agent instructions, role definitions, tool descriptions, guardrails, and escalation paths under code review and source control.
- Build evaluation and testing systems including golden datasets, multi-turn suites, model-as-judge scoring, CI gates, drift detection, adversarial testing, jailbreak testing, grounding testing, and tool-selection testing.
- Design consistent conversational experiences across chat and voice, including context retention, handoffs, latency management, barge-in, speech-recognition error handling, disambiguation, and confirmation of consequential actions.
- Specify and supervise AI coding-agent work, reviewing outputs for correctness, security, maintainability, and adherence to requirements.
- Own production quality, safety, reliability, monitoring, observability, rollback, prompt-injection defenses, data-leakage prevention, and root-cause analysis.
- Deliver the surrounding full-stack application, APIs, data models, integrations, and front-end experiences for IT operators and end users.
- Collaborate with product, design, conversation design, and engineering teams, and mentor IC1 through IC3 engineers.
Requirements
- Typically around 9+ years of relevant software engineering experience and a demonstrated record of building, shipping, and operating production software.
- Required experience authoring agentic instructions and prompts, designing AI-driven autonomous workflows, and building evaluation and testing systems for them.
- Experience integrating large language model APIs and retrieval-grounded features, including agent orchestration, tool and function calling, and structured output enforcement.
- End-to-end ownership of a complex domain or subsystem, including architecture, migrations, and operational consequences.
- Strong knowledge of data structures, algorithms, system design, APIs, data modeling, testing, front-end development with a modern component framework, server-side development, relational data modeling, and REST and GraphQL API design.
- Working knowledge of evaluation, embeddings, probabilistic model behavior, and model failure modes sufficient to debug and verify production systems.
- Effective use of AI coding assistants and agents with precise specification, critical review, and verification harnesses.
- Hands-on experience with CI/CD, containerized workloads, observability, on-call, and incident command for customer-facing systems.
- Demonstrated mentorship of less-experienced engineers and quality improvement through code review.
- Bachelor's degree in computer science, software engineering, or a related technical field, or equivalent practical experience.
- Preferred experience includes ITSM domain depth, evaluation and observability tooling, prompt and instruction management, model-application tracing, production transcript analysis, conversation design partnership, forward-deployed customer delivery, and ServiceNow ITSM platform experience.
Benefits
- Regular employee position in the APAC region.
- Flexible work persona within ServiceNow's distributed work approach; eligibility depends on the assigned work location and may be verified against the nearest ServiceNow office.
Tech Stack
GraphQL
Categories
About ServiceNow
ServiceNow builds a cloud platform for enterprise digital workflows, covering IT service management, customer service, HR service delivery, security operations, and operations management, plus tools for custom app development. It sells subscription SaaS to large organizations and public-sector agencies to automate processes and connect data across systems. Founded in 2004 and headquartered in Santa Clara, California, ServiceNow is a public company listed on the NYSE under the ticker NOW.