Principal AI Platform Engineer
ServiceNow4 hours ago
Base Salary
$221k - $387k/yr
Responsibilities
- Analyze customer processes, data, and goals to define well-scoped agentic AI use cases and success criteria.
- Architect agentic AI solutions on the ServiceNow platform, including workflows, tools, integrations, data and context design, and guardrails.
- Build, configure, integrate, validate, and deploy solutions into customer production environments.
- Define multi-engagement technical strategy, reference architectures, reusable deployment patterns, and solution accelerators.
- Act as the senior technical advisor for customer working sessions and executive discussions.
- Verify agent correctness, security, reliability, edge cases, failure modes, prompt-injection defenses, and data-leakage controls.
- Implement monitoring and rollback for behavioral drift in production.
- Provide architectural direction, technical review, mentorship, and problem-solving leadership across the Forward Deployed Engineering group.
- Share field learnings and platform gaps with ServiceNow product and engineering teams.
Requirements
- Extensive experience working directly with customers to analyze needs, architect solutions, and deploy production systems in a forward-deployed, professional-services, solution-architecture, or comparable delivery role.
- Hands-on experience designing and operating autonomous agent systems involving planning, tool invocation, memory, context design, and guardrails.
- Working command of LLM behavior, evaluation, and agentic-system failure modes; this is not an AI research or foundation-model role.
- Expert-level system design and solution architecture experience across systems and data, including decisions about what to build, buy, or configure.
- Working knowledge of security and reliability risks in AI-integrated systems, including least-privilege controls, monitoring, and rollback.
- Strong communication and stakeholder skills for discovery sessions, technical discussions, executive audiences, tradeoff communication, and risk explanation.
- A record of leading and coaching engineers, including senior engineers, and establishing reusable technical standards across teams.
- Bachelor’s degree in computer science, Software Engineering, or a related technical field, or equivalent practical experience.
- At least 15 years of related experience with a bachelor’s degree, 12 years with a master’s degree, 8 years with a PhD, or equivalent experience.
- Knowledge of the ServiceNow platform and sales automation, CPQ, customer service, and field service domains is preferred but not mandatory.
- Advanced degrees and relevant certifications are advantageous but do not replace demonstrated ability to deliver reliable AI solutions to customers.
Benefits
- Base pay is listed at $221,200-$387,100, with equity when applicable, variable/incentive compensation, and benefits.
- Health plans, flexible spending accounts, a 401(k) plan with company match, ESPP, matching donations, flexible time away, and family leave programs are offered.
- The role has a flexible or remote work persona within ServiceNow’s distributed work environment.
- This is a regular employee position covering North America and Canada.
Categories
Forward Deployed
About ServiceNow
ServiceNow (NYSE: NOW) makes the world work better for everyone. Our cloud-based platform and solutions help digitize and unify organizations so that they can find smarter, faster, better ways to make work flow. So employees and customers can be more connected, more innovative, and more agile. And we can all create the future we imagine. The world works with ServiceNow. For more information, visit www.servicenow.com.