Principal AI Forward Deployed Engineer
ServiceNow16 hours ago
Base Salary
$221k - $387k/yr
Responsibilities
- Analyze customer processes, data, goals, and business needs to define well-scoped agentic AI use cases and success criteria.
- Design agent workflows, integrations, data and context architectures, and guardrails on the ServiceNow platform.
- Build, configure, integrate, validate, and deploy agentic solutions into customer production environments.
- Define multi-engagement technical strategy, reference architectures, reusable deployment patterns, and solution accelerators for the FDE group.
- Act as a senior technical advisor to customer technical and executive stakeholders.
- Verify agent correctness, security, reliability, edge cases, failure modes, prompt-injection risks, and data-leakage risks, with monitoring and rollback controls.
- Provide architectural direction, technical reviews, mentorship, and technical leadership to FDE engineers.
- Feed customer and field learnings back to ServiceNow product and engineering teams.
Requirements
- Extensive experience working directly with customers to analyze needs, architect solutions, and deploy production systems in forward-deployed, professional services, solution architecture, or comparable roles.
- 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 integration skills, including end-to-end architecture across systems and data and 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.
- Excellent communication and stakeholder skills for discovery sessions, working sessions, customer technical discussions, and executive conversations.
- Record of leading and coaching engineers, including senior engineers, and establishing reusable 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 CRM and industry domains such as sales automation, CPQ, customer service, and field service is preferred but not mandatory.
- Advanced degrees and relevant certifications are preferred but do not substitute for demonstrated ability to deliver reliable AI solutions to customers.
Benefits
- Base pay is listed at $221,200-$387,100, plus equity when applicable, variable or 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 uses a flexible or remote work persona, subject to location and eligibility.
- The position is a regular employee role in the North America and Canada region.
Categories
Forward Deployed
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.