Principal AI Forward Deployed Engineer
ServiceNow1 month ago
Base Salary
$221k - $387k/yr
Responsibilities
- Analyze customer business processes, data, goals, and AI use cases to define clear agentic AI solutions and success criteria.
- Design agent workflows, tool and system integrations, data and context models, and guardrails on the ServiceNow platform.
- Build, configure, integrate, validate, and deploy solutions into customer production environments.
- Define multi-engagement technical strategy, reference architectures, reusable deployment patterns, and solution accelerators.
- Advise customer technical and executive stakeholders on agentic AI capabilities, limitations, tradeoffs, and risks.
- Verify correctness, security, reliability, edge cases, failure modes, prompt-injection protections, data-leakage controls, monitoring, and rollback procedures.
- Provide architectural direction, technical reviews, mentorship, and coaching to the Forward Deployed Engineering group.
- Share recurring use cases, platform gaps, and field learnings with 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, guardrails, LLM behavior, evaluation, and production failure modes.
- 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.
- Expert-level system design and integration 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, least-privilege practices, monitoring, and rollback.
- Excellent communication and stakeholder-management skills for customer discovery, working sessions, and executive discussions.
- Demonstrated 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; advanced degrees and relevant certifications are a plus.
- 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.
Benefits
- Base pay of $221,200-$387,100 plus equity when applicable, variable or incentive compensation, and benefits.
- Health plans including flexible spending accounts, a 401(k) plan with company match, ESPP, matching donations, flexible time away, and family leave programs.
- Flexible or remote work persona depending on assigned location and role eligibility.
- Regular employee position in the AMS - 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.