Staff Software Engineer
ServiceNow4 days ago
Hyderābād, IndiaStaff+
Responsibilities
- Design and ship AI-native ITSM features involving intent interpretation, multi-step reasoning, tool invocation, and user-authorized actions.
- Decompose ITSM processes into autonomous workflows with appropriate checkpoints, exception handling, retries, and hand-back paths.
- Author and maintain versioned agent instructions, role definitions, tool descriptions, guardrails, and escalation paths under code review and source control.
- Build evaluation and testing systems including golden datasets, multi-turn conversation suites, model-as-judge scoring, CI gates, drift detection, adversarial testing, jailbreak testing, grounding testing, and tool-selection testing.
- Design conversational experiences across chat and voice, including context retention, handoffs, latency, barge-in, speech recognition errors, disambiguation, and confirmation of consequential actions.
- Specify and supervise AI coding agent work, review generated output, and own correctness, security, maintainability, and specification adherence.
- Monitor and improve conversation quality, containment, hallucination rates, tool-selection errors, unsafe actions, reasoning-trace observability, and model rollback mechanisms.
- Build front-end experiences, server-side logic, APIs, data models, integrations, and production observability for ITSM capabilities.
- Collaborate with product managers, designers, conversation designers, and engineers to define success criteria and communicate risk.
- Mentor IC1 to IC3 engineers and raise engineering practices around instruction authoring, evaluation, and accountable AI use.
Requirements
- Typically 9+ years of relevant software engineering experience with a production track record of building, shipping, and operating software.
- Hands-on experience delivering AI-native application features used by real customers.
- Direct experience authoring agentic instructions and prompts, designing AI-driven 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.
- Proficiency with modern front-end component frameworks, server-side development, relational data modeling, and REST and GraphQL API design.
- Working knowledge of evaluation, embeddings, probabilistic model outputs, and modern model failure modes.
- Effective use of AI coding assistants and agents with precise specifications, critical review, and verification harnesses.
- Hands-on experience with CI/CD, containerized workloads, observability, on-call, and incident command 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 ITSM domain depth, evaluation and observability tooling experience, conversation design collaboration, forward-deployed customer delivery, and ServiceNow ITSM platform experience.
- Preferred ServiceNow platform experience includes scoped applications, Flow Designer, UI Builder, Automated Test Framework, and upgrade-safe extension patterns.
Benefits
- Regular employee position in the APAC region.
- Flexible work persona within ServiceNow's distributed work model, subject to role and location eligibility.
Tech Stack
GraphQL
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.