Senior Software Engineer

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

We are seeking a Senior Software Engineer to work on the design and engineering of next-generation AI agentic workflows in ServiceNow Global Cloud Services OODP (Observability and Ops Data Platform) Team. This role sits at the intersection of workflow automation, AI/LLM technology, and enterprise software engineering, focusing on building scalable, reliable, and intelligent agent-driven processes for AI-powered observability products.

As a Senior-level contributor, you will on strategy, architecture, and execution of AI-driven workflows, shaping how autonomous and semi-autonomous agents orchestrate tasks across complex systems. You will partner closely with product managers, architects, customers, and engineering teams to deliver robust, human-aligned, and production-ready agentic workflows that power the future of observability.

What you get to do in this role:

• Design and develop agentic workflows that leverage LLMs and autonomous agents to automate complex, multi-step business processes.
• Architect and implement AI agent frameworks to orchestrate planning, tool use, and collaboration across systems.
• Define, standardize, and maintain reusable workflow components (retrieval modules, planners, memory, state machines, execution engines).
• Collaborate with UX engineers, product managers, and domain experts to ensure workflows are human-centered, safe, and transparent.
• Build integrations with observability platforms, APIs, and other data sources.
• Apply RAG (Retrieval-Augmented Generation), structured knowledge grounding, and guardrails to ensure accuracy and reliability of AI-driven workflows.
• Establish best practices for end-to-end development, including design, implementation, testing, CI/CD automation, monitoring, and logging of agentic workflows.
• Partner with research and data science teams to evaluate LLM models, optimize prompting strategies, and measure workflow efficiency, reliability, and trust.
• Drive continuous improvement by identifying opportunities for automation, optimization, and AI-first redesign of existing processes.
• Design and develop scalable, maintainable, and reusable software components with a strong emphasis on performance and reliability.
• 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.

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, analysing AI-driven insights, or exploring AI’s potential impact on the function or industry.
• Proven experience designing and deploying LLM-powered workflows or AI agents in production environments.
• Strong expertise in agentic AI orchestration frameworks and familiarity with planner-executor and multi-agent architectures.
• 6 years of experience in software engineering, with a track record of delivering high-quality products 
• A Bachelor's, Master or a PhD
• Strong Java, Python and REST API, backed by strong computer science fundamentals in data structures, algorithms, and software design.
• Proficiency in Python, Java, or similar object-oriented languages.
• Strong data background with RD