Senior Software Engineer

ServiceNow•Santa Clara, CA

14h•$143,200 - $243,400

About The Position

ServiceNow CRM helps companies sell, fulfil, and service customers on an AI-powered platform spanning Customer Service Management, Field Service Management, and Sales CRM. The Senior Software Engineer designs and builds features across customer service workflows, including case and work order management and guided agent experiences. The role owns complex components end to end and works closely with product, design, and adjacent platform teams to deliver workflows used by agents and customers. It calls for strong engineering fundamentals, a focus on quality at scale, and an interest in using AI to make customer-facing processes faster and more intelligent.

Requirements

At least 5 years of software engineering experience, with a record of technical direction adopted beyond the immediate team.
Effective and accountable use of AI coding assistants and agents.
Hands-on experience authoring agentic instructions and prompts, designing autonomous workflows, and building evaluations to verify them.
Production experience with LLM APIs, retrieval-grounded features, agent orchestration, tool and function calling, and structured output enforcement, including carrying at least one model or orchestration migration through production.
Experience in system design, APIs, data modelling, and testing across front-end, server-side, and relational data work, with a high-quality mindset.
Experience with Java, JavaScript/TypeScript, and React, and demonstrated ability to learn new tools and frameworks quickly.
Familiarity with automated testing frameworks such as JUnit, Selenium, TestNG, or Playwright, and integrating tests into CI/CD pipelines.
On-call and incident-command experience on customer-facing systems, including ownership of subsequent systemic fixes.
Ability to troubleshoot complex systems and optimize performance across the stack.
Bachelor's degree in computer science, software engineering, or a related technical field, or equivalent practical experience.

Nice To Haves

Experience using AI coding tools such as Claude or Codex.
CRM domain knowledge and work experience.

Responsibilities

Build high-quality, scalable, clean, reusable applications and integration solutions using the ServiceNow platform and related technologies.
Partner with product owners to understand requirements and own code from design and implementation through test automation and delivery.
Design and develop scalable, maintainable, reusable software components with emphasis on performance and reliability.
Own technical initiatives from planning through deployment and continuously improve applications and services.
Explore ServiceNow features and evaluate them for adoption.
Develop proofs of concept and prototypes to validate architectural and design decisions and demonstrate feasibility.
Establish and promote best practices for platform development, integrations, and performance optimization.
Share engineering and quality best practices to foster continuous learning and improvement.
Mentor and guide engineers and support their technical excellence and professional growth.