Job Description

We are seeking a Staff Agentic Software Engineer to lead the design and engineering of next-generation AI agentic workflows in ServiceNow Global Cloud Services OODP (Observability and Ops Data Platform) Team. This role sits at the intersection of workflow automation, AI/LLM technology, and enterprise software engineering, focusing on building scalable, reliable, and intelligent agent-driven processes for AI-powered observability products.

As a Staff-level contributor, you will drive the strategy, architecture, and execution of AI-driven workflows, shaping how autonomous and semi-autonomous agents orchestrate tasks across complex systems. You will partner closely with product managers, architects, customers, and engineering teams to deliver robust, human-aligned, and production-ready agentic workflows that power the future of observability.

What you get to do in this role:

• Lead the design and development of agentic workflows that leverage LLMs and autonomous agents to automate complex, multi-step business processes.
• Architect and implement AI agent frameworks to orchestrate planning, tool use, and collaboration across systems.
• Define, standardize, and maintain reusable workflow components (retrieval modules, planners, memory, state machines, execution engines).
• Collaborate with UX engineers, product managers, and domain experts to ensure workflows are human-centered, safe, and transparent.
• Build integrations with observability platforms, APIs, and other data sources.
• Apply RAG (Retrieval-Augmented Generation), structured knowledge grounding, and guardrails to ensure accuracy and reliability of AI-driven workflows.
• Establish best practices for end-to-end development, including design, implementation, testing, CI/CD automation, monitoring, and logging of agentic workflows.
• Mentor engineering teams in agentic workflow design patterns and share expertise in LLM orchestration at scale.
• Partner with research and data science teams to evaluate LLM models, optimize prompting strategies, and measure workflow efficiency, reliability, and trust.
• Drive continuous improvement by identifying opportunities for automation, optimization, and AI-first redesign of existing processes.
• Design and develop scalable, maintainable, and reusable software components with a strong emphasis on performance and reliability.
• 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.

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.
• Proven experience designing and deploying LLM-powered workflows or AI agents in production environments.
• Strong expertise in agentic AI orchestration frameworks and familiarity with planner-executor and multi-agent architectures.
• 8 years of experience in software engineering, with a track record of delivering high-quality products with a Bachelors or 6 years with a Master or a PhD with 3 years experience; or equivalent experience with a focus on workflow automation, backend development, distributed systems.
• Strong Java, Python and REST API, backed by strong computer science fundamentals in data structures, algorithms, and software design.
• Strong data background with RDBMS and TSDB, and proficiency in analytical SQL and PromQL queries.
• Expertise in CI/CD pipelines, containerization (Kubernetes, Docker), and cloud-native deployment for AI-driven services.
• Excellent troubleshooting, debugging, and performance optimization skills for complex workflows and distributed agents.
• Strong collaboration and cross-functional communication skills to work with UX, product, and AI research teams.
• Strong statistical background with ability to design scalable, robust, and efficient ML systems that integrate with the full tech stack.
• Preferred: Hands on experience with UI/UX engineering in JavaScript/TypeScript, modern UI frameworks (React, Next.js, Vue, Angular)
• Preferred: Familiarity with responsible AI principles (bias mitigation, safety, transparency) and monitoring tools for AI/agentic workflows.
• Preferred: Experience with observability tools (Grafana, Prometheus, Elastic), and ServiceNow platform development.
• Proficiency in Python, Java, or similar object-oriented languages.
• 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

Why Join Us

• Build and deliver high-impact software that powers digital experiences for millions of users.
• Collaborate in a culture that values craftsmanship, quality, and innovation.
• Work symbiotically with AI and automation tools that enhance engineering excellence and drive product reliability.
• Be part of a culture that encourages innovation, continuous learning, and shared success.

GCS-23

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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