Staff Software Engineer
ServiceNow3 days ago
Responsibilities
- Build and operate agentic AI capabilities for offer selection, order construction and validation, order status, changes, exception resolution, and availability inquiries.
- Design autonomous workflows with appropriate human checkpoints, exception handling, retries, and hand-back paths.
- Author, version, review, and maintain system instructions, prompts, role definitions, tool descriptions, guardrails, and escalation paths.
- Create automated evaluation and testing for nondeterministic behavior, including golden datasets, conversation suites, model-as-judge scoring, CI gates, drift detection, and adversarial testing.
- Build conversational experiences across chat and voice with contextual continuity, handoffs, latency considerations, speech-recognition error handling, and confirmation for consequential actions.
- Specify work for AI coding agents, supervise parallel workstreams, and review generated output for correctness, security, maintainability, and adherence to requirements.
- Own production quality, safety, reliability, observability, incident response, prompt-injection defenses, data-leakage prevention, and model rollback.
- Deliver front-end experiences, server-side logic, APIs, data models, and integrations for production sales and order-management software.
- Partner with product, design, conversation design, and engineering teams, and mentor IC1–IC3 engineers.
Requirements
- Approximately 8+ years of relevant software engineering experience and a record of building, shipping, and operating production software.
- Hands-on experience delivering production AI-native application features, authoring agentic instructions and prompts, designing autonomous workflows, and building evaluation and testing systems.
- Experience integrating large language model APIs and retrieval-grounded features, including agent orchestration, tool and function calling, and structured output enforcement.
- End-to-end ownership of a complex domain or subsystem, including architecture, migrations, and operational consequences.
- Strong data structures, algorithms, system design, API, data modeling, and testing fundamentals, with front-end, server-side, relational data, REST, and GraphQL experience.
- Working knowledge of evaluation, embeddings, probabilistic model behavior, and model failure modes sufficient to debug and verify production systems.
- Effective use of AI coding assistants and agents with precise specifications, critical review, and verification harnesses.
- Hands-on CI/CD, containerized workload, observability, on-call, and incident-command experience for customer-facing systems.
- Demonstrated mentorship of less-experienced engineers and quality improvement through code review.
- Bachelor’s degree in computer science, software engineering, or a related technical field, or equivalent practical experience.
- Preferred qualifications include quote-to-cash, configure-price-quote, product catalog, or order-management experience; evaluation and observability tooling; conversation design partnership; forward-deployed delivery; and Now Platform experience.
Benefits
- Flexible work persona with flexible, remote, or required-in-office arrangements depending on the role and location.
- Regular employee position in the APAC region.
Tech Stack
GraphQL
Categories
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.