Senior Staff AI-Native Software Engineer – Agentic Systems
About The Position
Join ServiceNow's AI Engineering and Delivery group, a customer-focused engineering team building agentic AI and enterprise-scale search systems for Now Assist, AI Agents, and AI-driven customer experiences. The team develops AI as foundational platform infrastructure, with a focus on robustness, performance, safety, and customer impact at scale. Design, build, and operate production-grade agentic AI systems embedded across the ServiceNow platform. These autonomous agents reason over enterprise data, act across workflows, and operate safely at Fortune 500 scale. The role spans multi-agent architecture and orchestration; enterprise-grounded reasoning using ServiceNow data; safety, governance, and observability; retrieval and grounding; and frontier-model integration and evaluation. Provide technical leadership through architecture decisions, code reviews, and coaching, especially in agentic design patterns and production AI practices. The work supports autonomous enterprise processes, omni-channel AI resolution, and enterprise agent governance across ServiceNow's Sense, Decide, Act, and Govern architecture.
Requirements
- 8+ years of software engineering experience, with strong fundamentals in data structures, algorithms, and distributed systems.
- Hands-on experience designing, shipping, and operating agentic systems in production, including multi-agent orchestration, tool calling, planning loops, memory, and failure recovery.
- Production-grade Python experience.
- Experience with frontier AI SDKs from Anthropic, Google, or OpenAI, including prompt engineering, structured outputs, and production model evaluation.
- Familiarity with production RAG and retrieval patterns, including vector stores, hybrid search, and retrieval evaluation metrics.
- A track record of technical leadership, including architecture ownership, raising the code quality bar, and mentoring engineers on production AI practices.
- Skills listed as required: React, Node.js, Python, Java, REST, GraphQL, SQL, AWS, Azure, GCP, Docker, and Kubernetes.
Nice To Haves
- Experience with a systems language such as Go, Java, or C++.
- Specialization in search and retrieval at scale or MLOps/model observability.
- Published work or open-source contributions in agentic systems or retrieval.
- Exposure to LLM fine-tuning or inference optimization in production.
Responsibilities
- Design and ship multi-agent systems, including orchestration, tool use, planning loops, memory, and failure recovery.
- Build agents that use ServiceNow data sources, including CMDB, Workflow Data Fabric, and Knowledge Graph, to make context-aware decisions.
- Develop guardrails, observability, human-in-the-loop controls, and compliance infrastructure for safe autonomous systems.
- Partner with the search team on accurate, low-latency retrieval, including RAG pipelines, hybrid search, re-ranking, and evaluation.
- Integrate frontier models into the Sense → Decide → Act → Govern architecture and evaluate production trade-offs across cost, latency, and capability.
- Provide technical leadership through architecture decisions, code reviews, and coaching on agentic design and production AI practices.
- Design, build, and operate production-grade agentic AI systems embedded across the ServiceNow platform.
Benefits
- Health plans, including flexible spending accounts.
- 401(k) plan with company match.
- Employee stock purchase plan (ESPP).
- Matching donations.
- Flexible time away plan.
- Family leave programs.
- Equity when applicable.
- Variable/incentive compensation.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
