Senior Staff AI-Native Software Engineer – Agentic Systems

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Job Description

PLATO (Platform Engineering and AI Technology Organization) is the customer-obsessed engineering group building the agentic AI and enterprise-scale search systems that power Now Assist, AI Agents, and the AI-driven experiences our customers rely on every day. We build AI as foundational platform infrastructure — prioritizing robustness, performance, safety, and real-world customer impact at scale. 

Why Join Us 

Intelligence is commoditizing. Context and execution are not. With 85B+ workflows, 6.5T transactions a year, and 85% of the Fortune 500 on our platform, we are building the system that makes AI actually work inside the enterprise — Sense, Decide, Act, Govern. 

You will help build production agentic AI at Fortune 500 scale — with real customers, real workflows, and real consequences. Three problems sit at the frontier of what we do: 

• Autonomous Enterprise (Sense → Decide → Act). Self-driving business processes across IT, HR, CRM, and finance — not a foundation model making guesses. The CMDB, Workflow Data Fabric, and Knowledge Graph give our agents context no frontier lab can replicate. 
• Omni-channel AI Resolution (Act at Scale). Production AI across voice, chat, and computer-use agents, plus generative UI. Live with multiple Fortune 500 customers today — not demos. 
• AI Control Tower (Govern). Automated discovery and governance of AI assets — identity, entitlements, audit-grade compliance. Every agentic system needs this layer; nobody else has it. 

Our blueprint: SENSE (any data) → DECIDE (any AI model) → ACT (any workflow) → GOVERN (identity + governance). You will build the substrate that connects all four. 

You identify the right problems before they become roadblocks, design for production from day one, innovate with discipline, and own outcomes end-to-end — with equal care for correctness, latency, cost, and customer impact. 

What You Get to Do in This Role 

In this role, you will design, build, and operate production-grade agentic AI systems embedded across ServiceNow’s platform — bringing a consumer-tech mindset to enterprise problems: think in systems, ship fast, and move frontier AI into production at massive scale. 

• Agentic systems. Design and deploy autonomous agentic architectures — multi-agent coordination, tool use, planning loops, memory, and failure recovery — that operate reliably in production. 
• ServiceNow data moat. Orchestrate agentic workflows that reason over the CMDB, Workflow Data Fabric, and Knowledge Graph — the enterprise context no frontier model can replicate. 
• Trust and safety. Build guardrails, observability, and human-in-the-loop controls that make agentic systems safe to run at Fortune 500 scale. 
• Search and retrieval. Contribute to the RAG and hybrid search stack — ingestion, embeddings, lexical and semantic retrieval, re-ranking, grounding, and evaluation — tuned for precision and low latency across massive enterprise corpora. 
• Frontier model integration. Build with AI-native SDKs (Anthropic, Google, OpenAI), evaluate trade-offs, and integrate models into the Sense → Decide → Act → Govern platform. 
• Platform services. Architect AI-native services embedded into core product workflows so agentic and retrieval primitives are reusable across the platform — AI as foundational infrastructure, not bolt-on features. 
• Production AI operations. Partner with MLOps and platform teams on CI/CD for models, evaluation harnesses, and model observability — drift, quality, latency, and cost. 
• Engineering leadership. Raise the bar through code reviews, architecture, and coaching on agentic and production AI practices. 

Qualifications

To be successful in this role you have:

• 8+ years of software engineering experience with strong fundamentals in data structures, algorithms, software design, and distributed systems. 
• Hands-on depth designing, shipping, and operating agentic systems in production — multi-agent orchestration, tool and function calling, planning loops, memory, failure recovery, and agent evaluation. 
• Proven track record shipping and operating AI systems in real-world production environments — not prototypes. 
• Production-grade proficiency in Python; working knowledge of a systems language (Go, Java, or C++) is a plus. 
• Demonstrated depth with AI-native SDKs (Anthropic, Google, or OpenAI) — prompt engineering, structured outputs, and frontier-model evaluation patterns. 
• Working experience with RAG and retrieval in production — vector databases (Pinecone, Weaviate, Milvus, or pgvector), lexical search (Elasticsearch or OpenSearch), and evaluation discipline (NDCG, MRR, recall@k, faithfulness). 
• Nice to Have 
• Deeper specialization in any of: search and retrieval at scale, distributed training and inference, MLOps and model observability (MLflow, Kubernetes, Docker), or conversational and voice AI experiences. 
• CS or ML degree or equivalent, with published work or open-source contributions in agentic systems, retrieval, or MLOps. 
• Hands-on experience with modern AI engineering tools (Cursor, Claude Code, Windsurf, or equivalents) and exposure to LLM / SLM fine-tuning, multimodal AI, or inference optimization (Triton, ONNX) in production. 

For positions in this location, we offer a base pay of $201,300 - $352,300, 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.

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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