Principal AI Platform Engineer
ServiceNow3 days ago
Base Salary
$221k - $387k/yr
Responsibilities
- Analyze customer business and technical use cases and translate them into scoped agentic AI solutions with measurable success criteria.
- Design agent workflows, tool and system integrations, data and context architectures, and guardrails on the ServiceNow platform.
- Build, configure, 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 in customer and executive discussions.
- Verify agent correctness, security, reliability, edge cases, failure modes, prompt-injection risks, and data-leakage risks.
- Establish monitoring and rollback practices for behavioral drift in production.
- Provide architectural direction, technical review, mentorship, and problem-solving leadership to the Forward Deployed Engineer group.
- Share recurring customer 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 delivery roles.
- Hands-on experience designing and operating autonomous agent systems involving planning, tool invocation, memory, context design, and guardrails.
- Working knowledge of LLM behavior, evaluation, and production failure modes; this is not an AI research or foundation-model role.
- 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 experience defining architecture patterns across multiple customer engagements.
- 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, technical working sessions, and executive engagement.
- 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.
- 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.
- Advanced degrees and relevant certifications are a plus but do not substitute for demonstrated ability to deliver reliable AI solutions to customers.
Benefits
- Base pay is listed as $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.
- Work personas may be flexible, remote, or required in office depending on the role and location; this position is listed as Flexible or Remote.
- The position is a regular employee role 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.