Senior Staff Gen AI Software Engineer - job 1 of 2

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.

About the Team:

We are a specialized group of engineers in ServiceNow Digital Technology groups dedicated to building the next generation of AI-powered Go-to-Market solutions. ServiceNow’s business runs on our solutions. We tackle our business’s complex challenges in areas like Contract Lifecycle Management (CLM) and Pricing Intelligence, transforming them into opportunities for groundbreaking products. Our mission is to harness the power of Large Language Models (LLMs), Knowledge Graphs, and intelligent agent pipelines to deliver unparalleled value and redefine how businesses operate.

Why This Role Matters

The enterprise landscape is rapidly evolving, and the demand for intelligent, autonomous systems has never been higher. Simply applying AI is not enough; success requires building sophisticated, scalable, and resilient AI-native software that delivers tangible business outcomes. This is where you come in.

As a Senior Staff Software Engineer, you are the chief architect and visionary for our most critical AI initiatives. You will own the end-to-end creation of AI Agent Pipelines, from designing evaluation frameworks to connecting a deep understanding of LLMs and Knowledge Graphs into cohesive, powerful solutions. You will build the core intelligence that powers our future products, creating systems that are not just smart, but are also robust, scalable, and ready for the complexities of the real world. Your work will directly shape the future of AI in the enterprise.

Who You Are

You are a deeply technical, systems-oriented engineer who thinks in terms of intelligent agents and autonomous workflows. You don't just use AI models; you understand their core principles and can build the intricate pipelines and feedback loops necessary to create true AI-native applications. You possess a product-driven mindset, capable of translating complex business problems in domains like contract analysis and pricing strategy into elegant, scalable software architecture. You are motivated by building foundational technology and thrive on the challenge of turning cutting-edge AI concepts into production-ready reality.

What You Will Do

• Architect & Build: Design and implement robust, scalable AI Agent Pipelines, evaluation frameworks, and orchestration logic for next-generation AI solutions.
• Innovate with LLMs & Knowledge Graphs: Leverage a deep understanding of LLMs, retrieval-augmented generation (RAG), and Knowledge Graphs to build sophisticated systems for Contract Lifecycle Management and Pricing Intelligence.
• Deliver Production-Grade Solutions: Own the full software lifecycle, from initial concept and architecture to deployment and iteration, ensuring systems are resilient, observable, and secure.
• Codify and Scale: Develop reusable frameworks, libraries, and patterns that enable the entire engineering organization to build AI-native features faster and more effectively.
• Influence Product & Strategy: Partner closely with product managers, researchers, and business leaders to inform the technology roadmap and identify new opportunities for AI-driven innovation.

What Success Looks Like

• Production-Grade AI Systems: You successfully design, build, and deploy core AI agent pipelines that power new, revenue-generating product features.
• Reusable Impact: The frameworks and libraries you create become the standard for building AI-powered workflows across the engineering organization, significantly increasing development velocity.
• Technical Leadership: You are recognized as a go-to expert for AI architecture, influencing technical decisions and mentoring other engineers.
• Platform Influence: Your work on evaluation frameworks and model integration directly shapes our internal AI platform and tooling strategy.
• Measurable Business Outcomes: The solutions you build deliver clear value, such as automating complex contract analysis, identifying revenue opportunities, or optimizing pricing strategies for our customers.

What You Bring:

• Relevant Experience: 10+ years of professional software engineering experience, with a proven track record of designing and building large-scale, distributed systems for leading SaaS applications.
• Domain Expertise: Strong background and practical experience in enterprise Go-to-Market domains, specifically with CRM, CPQ (Configure Price Quote), and/or CLM (Contract Lifecycle Management) systems.
• AI/ML Depth: Demonstrable experience building and deploying systems that leverage Large Language Models (LLMs), NLP, or related machine learning technologies.
• System Architecture: Proven ability to architect and implement complex, AI-native software in a production environment.
• Engineering Excellence: Deep proficiency in backend development (e.g., Python, Go, Java) and API design (REST/GraphQL).
• Cloud & MLOps: Deeply familiar with hyperscalers and their AI/ML offerings, particularly Azure ML. Proficient with CI/CD, containers, and infrastructure-as-code.
• AI Tooling Fluency: Hands-on experience with modern AI development stacks, including frameworks like LangChain or LlamaIndex, vector databases, and prompt engineering/optimization techniques.
• Platform Mindset: A passion for building foundational tools and abstractions that empower other developers.

Preferred Qualifications

• Experience building or working with Knowledge Graphs (e.g., Neo4j, TigerGraph).
• Track record of building and launching successful SaaS applications from the ground up.
• Contributions to open-source AI/ML projects or publications in relevant academic conferences.
• Experience designing and implementing robust evaluation frameworks for LLM-based systems.

FD21

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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