Staff Software Engineer
ServiceNow2 days ago
Hyderābād, IndiaStaff+
Responsibilities
- Build and operate agentic HR capabilities for case intake, status, triage, routing, deflection, eligibility inquiries, and employee-lifecycle events.
- Design autonomous workflows with appropriate human checkpoints, exception handling, retries, and hand-back paths for consequential HR actions.
- Author, version, review, and maintain system instructions, role definitions, tool descriptions, guardrails, and escalation paths as upgrade-safe product interfaces.
- Build automated evaluation using golden datasets, multi-turn suites, model-as-judge scoring, CI gates, drift detection, adversarial testing, jailbreak testing, grounding testing, and tool-selection testing.
- Design conversational experiences across portals, chat, workplace messaging, agent workspace, and voice channels, including automated-to-live-agent handoffs.
- Specify work for AI coding agents, supervise parallel workstreams, and review generated output for correctness, security, maintainability, and specification adherence.
- Monitor and improve conversation quality, containment, hallucination rate, tool-selection error, safety, authorization, reasoning-trace observability, and rollback mechanisms.
- Build full-stack applications, APIs, data models, integrations, CI/CD, observability, and extensibility for HCM, payroll, benefits, identity, knowledge, and related service domains.
- Lead root-cause analysis for agentic, platform, and configuration failures and mentor less-experienced engineers.
Requirements
- 9+ years of software engineering experience across backend, frontend, or full stack development.
- Strong JavaScript, Node.js, React, and API integration skills.
- Experience with automated unit and integration testing, CI/CD pipelines, data modeling, and query optimization.
- Hands-on experience with AI/GenAI or ML-driven features, LLM prompting, NLU, classification models, conversational AI, and retrieval-grounded features.
- Experience integrating large language model APIs with agent orchestration, tool and function calling, structured output enforcement, context injection, output tuning, and guardrails.
- Working knowledge of evaluation, embeddings, probabilistic model behavior, and production AI failure modes.
- Demonstrated accountable use of AI coding assistants or agents, including precise specifications, critical review, and verification harnesses.
- Hands-on experience with containerized workloads, observability, on-call operations, and incident command for customer-facing systems.
- Demonstrated mentorship 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 HR case management, employee lifecycle or payroll and benefits domain depth; HCM and downstream system integrations; extensible customer-configured product engineering; evaluation and observability tooling; conversational channels and voice; conversation design partnership; forward-deployed delivery; and ServiceNow Now Platform capabilities.
Benefits
- Flexible distributed work personas may be remote, flexible, or office-based depending on role and location.
- Regular employee position in the APAC region.
- ServiceNow provides an accessible and inclusive application process with reasonable accommodations.
- Equal opportunity employment is provided in accordance with applicable legal requirements.
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.