Staff 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

About the Team:

Come join the Connected Customer Experience (CCx) team, within the Digital Technology organization, & work with a talented group of PMs, developers, designers, and researchers. We’re all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow’s journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our own products to do it. Ultimately, we strive to make the world work better for our employees and customers when you work in ServiceNow Digital Technology, you work for them.

This Staff Engineer, reporting to the Senior Manager of engineering serves as a trusted engineering lead, collaborating with other engineering leads, architects, and cross-functional partners across one of ServiceNow’s most strategic organizations, Connected Customer Experience. 

What you get to do in this role:  

• Build high-quality, clean, scalable, and reusable code by enforcing best practices around software engineering architecture and processes (Code Reviews, Unit testing, etc.).
• Define best practices and framework for prompt engineering, agent evaluation, and agent self-learning across different Agentic solutions.
• Develop across the full web technology stack, including JavaScript, AngularJS, React, HTML, CSS, and SQL. 
• Design, develop, and optimize next-generation AI Agents that power intelligent automation and enhance user experiences.
• Work with the product owners to understand detailed requirements and own your code from design, implementation, test automation and delivery of high-quality product to our users.
• Design software that is simple to use to allow customers to extend and customize the functionality to meet their specific needs.
• Contribute to the design and implementation of new products and features while also enhancing the existing product suite.
• Be a mentor for colleagues and help promote knowledge-sharing.

About the Digital Technology Org:

We’re not yesterday’s IT department, we're Digital Technology. The world around us keeps changing and so do we. We’re redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth. We’re all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow’s journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our own products to do it. Ultimately, we strive to make the world work better for our employees and customers—when you work in ServiceNow Digital Technology, you work for them.

Qualifications

• 8+ years of Full Stack development experience using Javascript/ Java or related OOP, plus UI frameworks such as Angular JS, React JS, or Vue (expertise in end to end application development, maintenance, & deployment covering all platform and UI/UX aspects). 
• Experience in leveraging or critically 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 developer productivity (Usage of Open AI, Windsurf, Cursor etc.).
• Exposure to or hands-on experience with GenAI solutions, including Retrieval-Augmented Generation (RAG), Large Language Models (LLMs), or Agentic AI systems. 
• Passion for JavaScript and the Web as a platform, reusability, and componentization.
• Experience with data structures, algorithms, object-oriented design, design patterns, SQL, and performance-scale considerations.
• Strong Analytical and design skills.
• Ability to lead complex projects with material & technical risk at a team level.
• Work in agile, rapid development, and prototyping environment. 
• Bachelor’s degree or equivalent experience in Computer Science or related field is preferred. 

Big plus if you bring:

• Experience with the ServiceNow Platform and Service Portal. 
• Motivation for writing, de