The Opportunity

Company Description It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description The engineering organization is a dynamic group of builders, thinkers, and problem-solvers dedicated to delivering scalable, AI-powered software products that elevate how organizations work. We value clean architecture, intuitive user experiences, and a culture of continuous improvement. Every engineer here plays a key role in shaping the quality and reliability of our products.

The ITSM organization builds intelligent, scalable, data‑driven services that strengthen ServiceNow’s platform capabilities and power next‑generation workflow experiences across the Now Platform. This team develops and scales GenAI‑powered capabilities—including agentic AI, automation, operational intelligence, routing, clustering, evaluation frameworks, and governance systems—to deliver trustworthy, high‑performance enterprise solutions. Operating at the intersection of platform engineering, product execution, and customer transformation, the team not only architects distributed, highly available services but also partners directly with customers to drive adoption and measurable value.

A Staff Software Engineer (IC4) in this group will influence platform‑level architecture, design resilient distributed systems, champion engineering excellence, mentor talent, and help evolve ServiceNow’s AI and analytics ecosystem into a cohesive platform that enables enterprise‑grade intelligence and execution.

What You Get To Do In This Role

Design and develop scalable, maintainable, and reusable software components with a strong emphasis on performance and reliability.
Drive the architecture and implementation of GenAI-driven features across our products.
Design and build scalable and reusable platform services that leverage LLMs to power user experiences.
Collaborate cross-functionally with product, research, and platform teams to translate business goals into GenAI solutions.
Define best practices for prompt engineering, fine-tuning, and evaluating LLM performance across different use cases.
Serve as a thought leader in Generative AI adoption, guiding teams through design patterns, performance trade-offs, and ethical AI considerations.
Collaborate with product managers to translate requirements into well-architected solutions, owning features from design through delivery
Build intuitive and extensible user experiences using modern UI frameworks, ensuring flexibility for customer-specific needs.
Contribute to the design and implementation of new products and features while enhancing existing product capabilities.
Integrate automated testing into development workflows to ensure consistent quality across releases.
Participate in design and code reviews ensuring best practices in performance, maintainability, and testability.
Develop comprehensive test strategies covering functional, regression, integration and performance aspects
Foster a culture of continuous learning and improvement by sharing best practices in engineering and quality
Promote a culture of engineering craftsmanship, knowledge-sharing, and thoughtful quality practices across the team.
Build integrations with third-party applications using their cutting-edge frameworks.

Qualifications To be successful in this role you have:

Experience in leveraging critical thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry.
Typically requires a minimum of 8 years of related experience with a Bachelor's degree; or 6 years and a Master's degree; or a PhD with 3 years experience; or equivalent experience.
Proficiency in Java or similar object-oriented languages.
Hands-on experience with GenAI technologies, including working with LLMs (e.g., OpenAI, Anthropic, Gemini, Mistral, etc.)
Strong understanding of prompt engineering techniques and experience in prompt tuning, retrieval-augmented generation (RAG), or fine-tuning LLMs for domain-specific applications.
Ability to critically evaluate and integrate GenAI into workflows, decision-making, and customer-facing capabilities.
Experience with modern front-end frameworks such as Angular, React, or Vue.
Strong knowledge of data structures, algorithms, object-oriented design, design patterns, and performance optimization
Familiarity with automated testing frameworks (e.g., JUnit, Selenium, TestNG) and integrating tests into CI/CD pipelines
Understanding software quality principles including reliability, observability, and production readiness.
Ability to troubleshoot complex systems and optimize performance across the stack.
Experience with AI-powered tools or workflows, including validation of datasets, model predictions, and inference consistency.
Comfort with development tools such as IDEs, debuggers, profilers, source control, and Unix-based systems

Nice-to-have

ServiceNow platform knowledge

FD21

For positions in this location, we offer a base pay of $166,500 - $291,400, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information

Work Personas We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.

Export Control Regulations For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

The Opportunity

About ServiceNow