Staff Software Engineer
ServiceNow6 hours ago
Responsibilities
- Lead architecture and development of complex AI-native and cloud-native systems, including LLM integrations, agentic workflows, retrieval pipelines, and inference services.
- Own end-to-end delivery of medium-to-large features and systems from specification through production monitoring.
- Design evaluation frameworks, testing strategies, monitoring, and responsible AI guardrails for AI-driven features.
- Design and optimize data pipelines, embedding systems, vector stores, and retrieval systems at scale.
- Develop robust software in Python, Java, and JavaScript and build unit tests, integration tests, and AI evaluation harnesses.
- Deploy, monitor, troubleshoot, and improve production systems, including issues involving model behavior, hallucinations, retrieval quality, distributed systems, and model drift.
- Develop ServiceNow custom applications, extensions, integrations, workflows, business rules, data models, forms, dashboards, and automation.
- Integrate third-party AI/ML services and custom APIs with ServiceNow platform services and maintain ServiceNow plugin and app architecture.
- Mentor junior and mid-level engineers through pair programming, design reviews, code reviews, coaching, onboarding, and knowledge sharing.
- Provide technical leadership in architecture reviews, hiring, technical planning, root-cause analysis, and cross-functional decision-making.
- Collaborate with product, engineering, customer success, support teams, customers, and external partners to resolve complex issues and identify product improvements.
Requirements
- 10–14 years of practical software development experience, including 5+ years with modern cloud-native and AI-native systems.
- 3+ years of hands-on experience with LLM prompt engineering, agent design, and retrieval systems such as RAG, semantic search, and knowledge bases.
- 3+ years of experience integrating third-party AI/ML services and platform APIs, including services such as OpenAI, Anthropic, AWS Bedrock, and Google Vertex AI.
- 2+ years of hands-on experience developing ServiceNow applications and extensions.
- Strong proficiency in JavaScript/GlideScript, Python, and Java, with familiarity with ServiceNow scripting patterns and APIs.
- Understanding of the ServiceNow data model, form and workflow design, and business process automation.
- Experience with microservices architecture, streaming APIs, and backend frameworks such as Spring Boot and FastAPI.
- Experience designing and optimizing high-performance data pipelines, embedding systems, and vector stores at scale.
- Expertise with LLM orchestration frameworks such as LangChain, LlamaIndex, and Semantic Kernel, and vector databases such as Pinecone, Weaviate, and pgvector.
- Experience with AWS, GCP, Azure, managed AI services, infrastructure-as-code, Kubernetes, containerization, CI/CD pipelines, and automated testing frameworks.
- Experience developing and debugging evaluation harnesses, benchmarks, and metrics for AI/ML features.
- Ability to troubleshoot complex distributed and probabilistic systems, communicate with technical and non-technical audiences, engage customers, and support issue resolution.
- Experience with Agile and Scrum development methodologies.
- Bachelor’s degree in computer science, engineering, or a related field; an advanced degree or significant ML/AI coursework is a plus.
- Demonstrated ownership of significant technical initiatives, successful delivery, mentorship, and technical leadership.
Benefits
- Regular employee position with a flexible work persona; ServiceNow work personas may be flexible, remote, or office-based depending on role and location.
- ServiceNow provides an accessible and inclusive application experience and reasonable accommodations for candidates who need them.
Tech Stack
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.