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.
The ITSM organization builds intelligent, scalable, data鈥慸riven services that strengthen ServiceNow鈥檚 platform capabilities and power next鈥慻eneration workflow experiences across the Now Platform. This team develops and scales GenAI鈥憄owered capabilities鈥攊ncluding agentic AI, automation, operational intelligence, routing, clustering, evaluation frameworks, and governance systems鈥攖o deliver trustworthy, high鈥憄erformance 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鈥憀evel architecture, design resilient distributed systems, champion engineering excellence, mentor talent, and help evolve ServiceNow鈥檚 AI and analytics ecosystem into a cohesive platform that enables enterprise鈥慻rade 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.