Senior Staff Software Engineer - Impact - Central AI

<h3>Company Description</h3><p>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.</p><p>ServiceNow <a href="https://www.servicenow.com/uk/impact.html">Impact</a> is transforming how organisations accelerate value and achieve digital transformation success. This isn’t just another product—it’s a <strong>strategic platform that combines AI, analytics, and human expertise</strong> to deliver measurable business outcomes. By joining the Impact team, candidates will:</p><ul><li><strong>Shape the Future of Digital Transformation</strong><br/> Build solutions that empower global enterprises to make smarter, data-driven decisions and realise value faster.</li><li><strong>Innovate with Cutting-Edge Technology</strong><br/> Leverage AI, machine learning, and automation to deliver proactive insights, preventative controls, and personalised recommendations.</li><li><strong>Deliver Real-World Impact</strong><br/> Help customers optimise platform health, track KPIs, and achieve their business goals through prescriptive guidance and premium support.</li><li><strong>Collaborate with Experts</strong><br/> Work alongside a passionate team of engineers, designers, and strategists who are redefining customer success.</li><li><strong>Create Meaningful Experiences</strong><br/> Design visually compelling, intuitive digital journeys that make complex processes simple and impactful.</li></ul><p>Joining the Impact team means <strong>building technology that matters</strong>—technology that accelerates ROI for customers and sets new standards for enterprise value delivery.</p><h3>Job Description</h3><p><strong>What you get to do in this role:</strong><strong>  </strong> </p><ul><li>Lead the design and development of AI-powered solutions that deliver measurable, large-scale business impact—spanning automation, insights, and next-generation customer experiences.</li><li>Architect and evolve scalable, secure, and performant systems, ensuring the seamless integration of AI into ServiceNow’s product ecosystem.</li><li>Partner with product and engineering leadership to shape long-term technical strategy and influence the roadmap for AI-enabled innovation across the platform.</li><li>Drive the end-to-end AI lifecycle, from data acquisition and model integration to observability, bias monitoring, and continuous improvement, ensuring enterprise-grade quality and reliability.</li><li>Evaluate and prototype emerging AI technologies—including LLMs, vector databases, and generative AI frameworks—to identify high-value opportunities for adoption and differentiation.</li><li>Establish and champion best practices for responsible AI, data ethics, and model governance, ensuring trust, transparency, and compliance across implementations.</li><li>Serve as a technical leader and mentor, guiding engineers and cross-functional teams in areas of architecture, system design, and intelligent automation.</li><li>Participate in and lead design and architecture reviews, setting standards for performance, maintainability, and testability across complex, distributed systems.</li><li>Collaborate across ServiceNow’s product and platform teams to define scalable patterns, reusable components, and shared AI infrastructure that enable consistency and innovation across the organization.</li><li>Foster a culture of engineering craftsmanship, experimentation, and excellence, encouraging continuous learning and technical depth.</li></ul><h3>Qualifications</h3><p><strong>To be successful in this role you have:</strong></p><ul><li>Deep experience leveraging AI to transform business processes, with a proven track record of integrating machine learning or automation into large-scale enterprise systems.
</li><li>10+ years of software engineering experience, including designing, architecting, and delivering complex, high-performance, reliable systems at scale.</li><li>Advanced proficiency in Java or a similar object-oriented language (Python, Kotlin, Go), with strong architectural skills and the ability to design for extensibility and resilience.
</li><li>Strong expertise with JavaScript and modern UI frameworks (React, Angular, Vue), building intelligent, modular, and highly interactive applications.
</li><li>Deep understanding of system design, distributed computing, data structures, algorithms, and performance optimisation for large-scale AI-driven systems.
</li><li>Hands-on experience with cloud platforms and AI services (AWS, Azure, GCP,