Senior Staff Software Engineer - Agentic AI
ServiceNow24 hours ago
Responsibilities
- Define technical vision, architecture, standards, and multi-year roadmaps for AI-native and cloud-native systems.
- Lead development of AI platform infrastructure, including evaluation frameworks, monitoring, security, deployment, retrieval pipelines, embedding systems, and testing infrastructure.
- Design and guide large-scale distributed systems, data platforms, managed AI service integrations, and ServiceNow application architectures.
- Develop innovative solutions, prototype emerging AI/ML approaches, contribute to critical code paths, and troubleshoot complex production incidents.
- Establish responsible AI guardrails, secure coding practices, compliance mechanisms, and architectural patterns across the organization.
- Mentor senior engineers, engineering managers, and technical leaders; lead senior-level hiring and technical interviews.
- Influence executives, product and engineering leadership, customers, partners, and strategic accounts on technical strategy and complex integrations.
- Lead customer-critical incident response, technical escalations, due diligence, onboarding support, and customer feedback programs.
- Drive ServiceNow platform adoption, integration patterns, platform compatibility, and trade-off decisions between platform capabilities and custom development.
- Represent the organization through technical talks, community engagement, open-source contributions, conferences, and industry forums.
Requirements
- 12+ years of software development experience with a bachelor's degree, 8+ years with a master's degree, 5+ years with a PhD, or equivalent work experience.
- 4+ years of experience with cloud-native and AI-native systems or equivalent senior-level roles.
- 5+ years of hands-on experience with LLM/AI systems at scale, including prompt engineering, agent design, retrieval systems, and production AI/ML services.
- 5+ years building and scaling systems with third-party AI/ML services and platform APIs across multiple cloud providers.
- 3+ years designing and building applications on PaaS or SaaS platforms, including deep ServiceNow platform expertise at scale.
- Expert proficiency in Python, Java, JavaScript/GlideScript, ServiceNow scripting, APIs, and platform architecture.
- Expertise in distributed systems, microservices architecture, software architecture, system design, and large-scale systems.
- Proven experience designing high-performance data pipelines, embedding systems, vector databases, LLM orchestration frameworks, RAG architectures, and retrieval optimization.
- Deep expertise with AWS, GCP, Azure, managed AI services, infrastructure-as-code, Kubernetes, containerization, and cloud-native deployment.
- Experience building evaluation frameworks, metrics systems, and production monitoring for AI/ML systems.
- Strong knowledge of secure coding, responsible AI, compliance requirements, technical strategy, and platform roadmaps.
- Demonstrated ability to lead large cross-functional initiatives, mentor technical leaders, influence across seniority levels, and engage strategic customers.
- A bachelor's degree in computer science, engineering, or a related field is listed; advanced education, AI/ML research, publications, community engagement, and thought leadership are preferred.
Benefits
- Regular employee position with a flexible work persona in North America and Canada.
- ServiceNow supports flexible, remote, or required-in-office work arrangements depending on role and location.
- Equal opportunity and accessibility accommodations are provided.
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.