Staff Software Engineer

Hiring Locations:

Addison – Atlanta – Autin – Boston – Chicago – Columbus – Dallas – Denver – Houston – Huntsville – Jersey City – Kirkland – Los Angeles – Minneapolis – Mountain View – Nasville – New York – Orlando – Philadelphia – Phoenix – Pleasnton – Portland – Releigh – San Diego – San Francisco – Santa Clara – Seattle – Vienna – Waltham – Washington, D.C. – West Palm Beach

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 integrate GenAI into workflows, decision-making, and customer-facing capabilities.
Experience with modern front-end frameworks such as Angular, React, or Vue.
Strong knowledge of data structures, algorithms, object-oriented design, design patterns, and performance optimization
Familiarity with automated testing frameworks (e.g., JUnit, Selenium, TestNG) and integrating tests into CI/CD pipelines
Understanding software quality principles including reliability, observability, and production readiness.
Ability to troubleshoot complex systems and optimize performance across the stack.
Experience with AI-powered tools or workflows, including validation of datasets, model predictions, and inference consistency.
Comfort with development tools such as IDEs, debuggers, profilers, source control, and Unix-based systems
Nice-to-have:

ServiceNow platform knowledge

FD21

For positions in this location, we offer a base pay of $149,800 – $262,200, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.