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

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. 

About the Team: 

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 i