Principal Software Engineer

ServiceNow•Santa Clara, CA

18d•$217,500 - $380,700

About The Position

About the team: We are a strategic innovation group focused on building intelligent, conversational experiences that transform how users interact with enterprise systems. The team is responsible for delivering AI-powered search and agentic workflows that enhance productivity, streamline operations, and improve user satisfaction across IT, HR, and customer service domains. What you get to do in this role: Design and develop conversational AI agents that guide users through complex workflows like change management, onboarding, and incident triage. Build intelligent search capabilities using LLMs to deliver context-aware results. Contribute to agentic systems that automate browser and voice-based tasks without APIs. Collaborate with cross-functional teams to deliver scalable, secure, and high-performance AI solutions. Build high-quality, clean, scalable and reusable code by enforcing best practices around software engineering architecture and processes (Code Reviews, Unit testing, etc.) Work with the product owners to understand detailed requirements and own your code from design, implementation, test automation and delivery of high-quality product to our users. Design software that is simple to use to allow customers to extend and customize the functionality to meet their specific needs Contribute to the design and implementation of new products and features while also enhancing the existing product suite Be a mentor for colleagues and help promote knowledge-sharing

Requirements

Experience in leveraging or critically 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.
Passion for software development, problem solving, coaching and mentoring other software engineers
High energy and an aptitude for learning new technologies
10+ years of experience in designing & implementing user experience and server-side application frameworks
Exceptional Java and JavaScript skills
Deep knowledge and experience with declarative meta-data driven frameworks for enterprise applications
Deep knowledge of AJAX, JSON, HTML, XML, CSS, REST and associated technologies
Knowledge of web user interface unit testing, profiling, and code tuning
Exceptional problem- solving skills
Self-starter with a quick learning curve
Strong written and verbal communication
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.
Comfort with development tools such as IDEs, debuggers, profilers, source control, and Unix-based systems

Responsibilities

Design and develop conversational AI agents that guide users through complex workflows like change management, onboarding, and incident triage.
Build intelligent search capabilities using LLMs to deliver context-aware results.
Contribute to agentic systems that automate browser and voice-based tasks without APIs.
Collaborate with cross-functional teams to deliver scalable, secure, and high-performance AI solutions.
Build high-quality, clean, scalable and reusable code by enforcing best practices around software engineering architecture and processes (Code Reviews, Unit testing, etc.)
Work with the product owners to understand detailed requirements and own your code from design, implementation, test automation and delivery of high-quality product to our users.
Design software that is simple to use to allow customers to extend and customize the functionality to meet their specific needs
Contribute to the design and implementation of new products and features while also enhancing the existing product suite
Be a mentor for colleagues and help promote knowledge-sharing