Senior Staff Software Engineer

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.

What you get in the role:

We are looking for a highly skilled Senior Staff Software Engineer – AI to design, develop, and optimize next-generation AI Agents that power intelligent automation and enhance user experiences. This role requires deep expertise in large language models (LLMs), prompt engineering/tuning, agent orchestration, and performance optimization. You will partner with product managers, data scientists, and engineering teams to architect scalable AI-driven solutions and integrate them into our enterprise ecosystem. 

Key Responsibilities 

• Architecture Design: Define and design end-to-end architecture for AI agents, ensuring scalability, reliability, and security in enterprise environments. 

• AI Agent Development: Design, build, and deploy autonomous AI agents capable of handling complex tasks with minimal human intervention. 

• Prompt Tuning & Optimization: Develop advanced prompt engineering strategies, fine-tune LLMs, and optimize model outputs for accuracy, reliability, and efficiency. 

• Agent Integration: Architect and implement frameworks for integrating multiple AI agents and external systems, ensuring seamless workflows and interoperability, having experience with protocols like MCP. 

• Performance Engineering: Continuously measure, evaluate, and enhance the performance, scalability, and reliability of AI agents. 

• Innovation & Research: Stay ahead of AI/ML advancements (LLMs, multi-agent systems, reasoning engines, retrieval-augmented generation, vector databases, etc.) and apply them to real-world use cases. 

• Collaboration & Leadership: Mentor junior engineers, contribute to technical roadmaps, and drive cross-functional collaboration with product and platform teams. 

• Governance & Compliance: Ensure responsible AI practices, model interpretability, and compliance with data security and ethical guidelines. 

• Strong Platform/Product mindset, with the ability to think beyond features and focus on building reusable, scalable solutions. 

• Strong problem-solving skills and ability to architect large-scale AI systems.

To be successful in this role you have:

• Bachelor's or Master's degree in Computer Science, Artificial Intelligence, Machine Learning, or related field. 

• 15+ years of software engineering experience with at least 5+ years in AI/ML systems. 

• Proven hands-on experience in building and deploying AI agents, LLM-based applications, or conversational AI systems. 

• Strong expertise in LLMs (OpenAI, Anthropic, Llama, etc.), vector databases (Pinecone, FAISS, Weaviate), RAG pipelines, and multi-agent frameworks. 

• Proficiency in Python and frameworks such as LangChain, LlamaIndex, Hugging Face Transformers, Ray, or similar. 

• Experience with prompt engineering, fine-tuning, and evaluation methodologies. 

• Deep knowledge of cloud platforms (AWS, GCP, Azure) and MLOps practices. 

• SaaS exposure with a clear understanding of platform scalability, multi-tenancy, and product lifecycle management. 

• Strong Platform/Product mindset, with the ability to think beyond features and focus on building reusable, scalable solutions. 

• Strong problem-solving skills and ability to architect large-scale AI systems.

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 [email protected] 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. 

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